Yualanda P. Fletcher

**** ****** *. ******* ******

Jacksonville, Fl. 32209

Cell 904-***-****

email: aczebh@r.postjobfree.com

Objective

Customer Service Representative with excellent work performance, independently or as a team player, is seeking a position that will allow utilization of more than 17+ years Customer Service experience for the benefit and growth of your company.

Work Experience

08/2016-02/2017

Florida Blue Jacksonville, Florida

Small Group Enrollment Coordinator-Underwriter

Process small group renewals-Health and Life

Analyze all information given on Enrollment Summary’s.

Required to verify and correct:

*Participating Group Contact information

*Group’s coverage rates

*Agent Contact information and commission

*Verify Employee participation size and status

*Verify Coverage dates and coverage period

Contacted agent or participating group if more information is required, via email or telephone.

Accurately validate all information has been properly submitted for Group coverage to be renewed for following year.

07/2015-07/2016

Florida Blue Jacksonville, Florida

Service Advocate SBU - Senior Benefits Unit-

Assisted Medicare members with questions about coverage and benefits.

Located participating primary care physicians and specialist in members area.

Verified and reviewed paid and denied claims-contacted providers when needed.

Verified approved or denied authorizations and referrals via NIA and precertification.

03/2014-03/2015

South-East Transportation Services Jacksonville, Florida

Non-Medical Transportation Driver

Transported patients to and from Doctor Appointments, Dentists appointments, Dialysis treatments.

Transported patients to any Health, Mental or rehabilitation visits for services.

Responsible for patients prompt and on time arrival for appointments and return trips once appointments are completed.

Extended excellent customer service during transport.

Processed proper paperwork to track mileage, gas amount, patient address and trip locations, as well as patient signatures to validate services.

06/2013-08/2013

JEA/I-Tech Personnel Services Jacksonville, Florida

Customer Service Representative

Processed inbound calls from customers regarding utility services consisting of water, electric, sewer and irrigation.

Processed start and stop of services, utilizing company process and procedures.

Processed requests for transfer of services and service additions.

Assisted customers with information for payment methods, types accepted and locations.

07/2010-11/2012

Blue Cross and Blue Shield Jacksonville, Florida

Service Advocate IV

Service members with all inquiries regarding plan changes, name and address changes or updates via telephone within an inbound call-center.

Handle member deletions and cancellations, verbally and written requests.

Process credit card and electronic payments via telephone.

Order benefit packages and new member id cards.

Also process financials, prenotes and exceptions.

01/2006-02/2010

PCS Division Jacksonville, Florida

Customer Service Representative

Processed refunds and returns for 3 different states consisting of over 50 stores. Processing consist of cash via mail and credit card refund deposits.

Answered all inbound telephone inquiries, regarding warranties, security deposits, cell phone exchanges, pricing and kiosk's business hours/location.

Input and tracked daily refunds and returns information on multiple spreadsheets in Excel.

Delivered accurate, prompt assignments with little or no supervision.

Education

1984-1986 Paxon Sr. High Jacksonville, Florida

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