Customer Service Representative
Resume:
Shawanda L. Anderson
Waukegan, Illinois
************@*****.***
PROFILE
I'm a professional, thorough, organized, and systematic worker. I assume full responsibility to whatever task is presented to me; I'm a multi-faceted team player with excellent work ethic and strong attention to detail and results oriented; able to work with minimum supervision. I am seeking a position with a company that encourages their employees to develop and excel to their fullest potential.
EDUCATION
American Institute of Software Training Chicago, IL Certificate Major: Phlebotomy 2003- 2003
East-West University Chicago, IL Major: Computer Science 1996- 1997
Dunbar Vocational H.S. Diploma Chicago, IL Major: Information Word Processing 1991-1995
EXPEREINCE
CVS Health Specialty Pharmacy (Apex Systems, Inc) Mount Prospect, IL 2016- Present
Licensed Pharmacy Service Representative- Contingent
Provide telephone support to patients receiving life sustaining specialty drug therapy.
Responsible for the overall coordination and processing of new patient medication orders, and reorders, which includes verifying and insurance re-verifying benefits.
Entering in new or refill prescriptions into the pharmacy information system, communicating and collecting co-pay amounts, obtaining authorizations to ensure the processing of specialty medications in a timely manner and to ensure all financial and clinical expectations are being met prior to fulfillment.
Automated Health Systems, Schaumburg, IL 2015-2016
PT/Member Representative/Verification Specialist
Provided frontline assistance to all Tennessee applicants and/or members who contact the service center (TNHC Tennessee Health Connection) to apply and recertify for Tennessee state medical benefits.
Verifying open benefit health plans/eligibility. MR’s will enter in caller’s demographic information adhering to all PHI and HIPAA requirements and laws, assist members with reporting any changes to their cases such as; newborns, name change, income changes, etc.
Filing appeals of eligibility/denials and termination of health coverage. Answering any general inquiries.
Assisting members with filling out their redetermination packets and completing applications for new applicants over the phone.
Transferring referrals to appropriate internal and external departments.
Utilize Tennessee‘s state database called Interchange/Citrix to accurately document all interactions, updates, or changes made within the state’s project database.
Aldi Inc, Evanston, IL 2013- 2015 Cashier
Provided friendly and informative customer service.
Rang up customers’ quickly and efficiently while maintaining professional appearance and demeanor.
Made a positive impression on customers to encourage word-of-mouth referrals
Conducted cash and inventory control, maintained displays and ensured that they are kept stocked.
Redflex Traffic Systems, Inc (City Staffing), Chicago, IL 2010- 2013
Verification Processor 1
Determined if a red light violation occurred by reviewing the evidentiary photos and corresponding video.
Reviewed red light photo enforcement videos/photos and data associated with a violation
Concluded if the incident or vehicle is prosecutable per the issuance criteria rules of the jurisdiction.
Applied rules of each jurisdiction/city to determine whether to accept or reject the incident.
Redbox Automated Retail, LLC, Oakbrook Terrace, IL 2008-2008
Customer Care Specialist (Call Center)
Received live incoming calls and assisted customers with renting and returning DVD’s.
Responded to all customer inquiries promptly.
Worked directly with Redbox customers to provide prompt and courteous response to any questions or issues they may have with the service or equipment.
Collaborated with machine support to resolve any issues.
Opened, recorded, tracked and closed customer problem cases in the customer contact application.
Escalated open cases to management, as necessary and issued credits and free promo codes for DVD rentals.
Empire Today, LLC Home Services, Northlake, IL 2004-2006
First Contact Specialist/Customer Care (Call Center)
Received inbound calls from potential customers to processing payments while providing exceptional customer service.
Provided the customer with basic product information to promote the set-up of an appointment.
Ensured callers were scheduled for an appointment with in-home estimate sales support.
Acted as a liaison between the customer and the sales representative.
Began the financing application process for customers in need of financial assistance.
Received and addressed customer concerns with sales/service issues.
Professional and personable phone demeanor.
Detail-oriented with strength in problem solving/Ability to multi-task./ Strong organizational skills
Empire Today, LLC Home Services, Northlake, IL 2006-2007
Order Entry Associate
Entered all home improvement orders quickly and accurately via email or fax.
Audited all processed orders for the day to ensure quality and correctness.
Filed monthly orders, tracked, recorded, and logged all defects on orders into database.
Logged daily productivity into excel for tracking purposes.
Assisted operational managers and technical writers develop a SOP (standard operational procedure) for new hires to follow.
American Express, Chicago, IL 2002-2003
General Clerk II
Performed varied clerical duties supporting general office activities to maintain an efficient and effective office operation.
Responsible for locating, balancing, and posting funds into various accounts for payment.
Processed TMS-100k checks, identifying PMP (possible mis-post checks).
Scanned images of all processed checks, and assembled all mailings for return to customers.
Skill-Bosch Power Tool Company (Paige Personnel Services), Lincolnwood, IL 2001-2002
Customer Service Representative (Call center)
Handled all incoming phone calls pertaining to order placement, pricing requests, and problem resolution.
Responsible for order entry, sample requests, expediting, and sales support.
Processed large warehouse orders for power tools via fax, email and over the phone with sales reps as well as private businesses.
Made corrections to billing errors, created charge backs while tracking orders online using UPS tracking system.
Qualifications/Professional Skills
Microsoft Excel, Microsoft Word, Microsoft Outlook, Data Entry, Order Entry, Type 45 WPM, Cash Handling, Experienced Customer Service Representative, General Office Experience, Payment Posting, Research/Detail Skills, Call Center Experience, Scheduling/Coordinating Appointments, Dictaphone, Calculator, Dispatcher, Copier/Fax Machine, Adding Machine, Retail, and Filing, Office Management Skills.
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