Customer Service Medical

Karen R. Miller

**** ****** ***** ****** **********, North Carolina 28083

704-***-**** Email: **************@*****.***

Objective

To acquire a challenging position that will utilize my skills that I have gained through various

work experiences and training, also a position that offers opportunities for advancement and

valuable training.

Education

Rowan-Cabarrus Community College, Concord, NC

Medical Office Administration, August 2010 – December 2012, Diploma

Medical Office Administration, Certificate – December 2012

Medical Terminology I – January 2011

Medical Terminology II – May 2011

ICD-9 –CM 2011 – May 2011

CPT 2011 – July 2011

Law & Ethics for Health Occupation, Certificate – July 1996

Information System-Network Administration & Support, A.A.S Degree – May 13, 06

Networking-Microsoft Track, Certificate – May 2005

Networking-UNIX Track, Certificate – December 2005

Work Experience

November 2008 – December 1, 2016

ACN Telecommunication, Concord, North Carolina

IBO Spoc Escalation Team

Research cases for missing customers, points and missing Bonus Payouts. Also worked

cases for issues with the online website for the Independent Business Owner.

Answer questions and concerns from the Independent Business Owner Service Agents.

Take over Escalation calls from the Independent Business Owner Service Agents.

Contact the Independent Business Owner for additional information and clarity in order

to resolve the issue with the case.

Processed and approved Business Paperwork for Corporation Positions.

Processed and approved Position Sales and Transfers.

IBO Service Agent

Receive calls from Independent Business Owners.

Answer questions about the compensation payouts, such as Bonuses, TCabs, Cabs and

Commission.

Search for missing customer points and entering cases to find the missing customers.

Provide the IBO’s how to access all tools available in the back office.

Assist with processing Team Trainer payments for new position.

Assist with how to update personal information.

Customer Service Agent

Receive calls from customers interested in local and long distance bundled service.

Take orders for local and long distance phone service and high speed internet service.

Answer questions about billing and take phone payments by check or credit/debit cards.

Troubleshoot problems with phone lines and put in trouble tickets.

Answer questions about VOIP(voice over internet protocol/digital phone) service.

Transfer calls to technical support.

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August 2007 – November 2008

Connextions, Concord, North Carolina

Caremark Pharmacy Help Desk (Customer Services)

Receive calls from Pharmacist on rejected claims, correct information for claim to pay.

Check to see if plan participant has eligibility.

Perform overrides on certain rejected claims, reverse claims.

Check plan participants insurance to see if it allows overrides.

March 2005 – March 2009

Wal-Mart, Concord, North Carolina

Cashier

Handle cash, debit and credit payments.

Money Center issuing money orders, money grams, cashing payroll checks,

meter mail, faxing and copying documents, laminating.

Perform related clerical duties.

Work in the cash office sorting the moneybags.

Work in Customer Services returning and exchanging merchandise.

December 2006 – April 2007

Lakeside Family Physicians, Huntersville, NC

Patient Services Coordinator III (Medical Records)

Filing and pulling charts.

Filing dictations and information from inside and outside into patients’ chart.

Faxing and copying information to other offices.

Answering the phone.

Used Medical Manager.

Rowan-Cabarrus Community College, Salisbury, NC September 2006-December 2006

ICLC Lab Assistant (Individualized Computer Learning Center)

Assist the lab users with any questions or problems.

Assist lab users with the Microsoft Office Programs (Word, Excel, PowerPoint and

Access)

Researched different material on the Internet Explorer web browser.

Make sure the lab environment and equipment is clean.

Make sure the lab have all needed supplies.

Use the email frequently.

Monitor the usage of the computers by the lab users.

Set up the computer for workshops conducted by Lab Coordinator.

Experience with using the Blackboard course management software.

Experience with using the Windows Operating System (version 2000 or higher).

October 1989 – July 2003

Pillowtex, Kannapolis, North Carolina

Production Scheduler, Production Planning & Customer Service July 1999 -July 2003

Accountable for inventory for outside vendors

Responsible for in house inventory and communicating with the planners

Responsible for quantities needed for production

Corresponded with vendors concerning problems with the processing and shipping of

finished goods

Knowledgeable of PC system that included Oracle, AS400 and MESA

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File Clerk Bedding, Distribution Sheets & Order Service June 1996 -July 1999

Created spreadsheets in Excel for prices on Canadian Shipments

Created manual invoices from Oracle 11i

Printed and reprinted invoices from Oracle 11i

Arranged paper invoices and bill of ladings to be mailed out

Organized files

Skills

Working Knowledge of Excel and Word, Typing 45 wpm, AS400, UNIX, Oracle, PowerPoint,

Medical Manager, 10 key skills

Reference available upon request

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