Customer Service Representative
Resume:
TIMOTHY BOOKER
West Des Moines, IA 50265
ad0l42@r.postjobfree.com
ABILITY SUMMARY
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build trust and loyalty.
EMPLOYMENT HISTORY
Member Advocate, Aerotek, Des Moines, IA 2/2023 – Current
30-40 hours/wk
Communicate to medical providers nominated by employer funded open access insurance plans.
Create rapport with medical providers to explain the open access insurance plans and benefits of the plans.
Seek confirmation that medical providers will submit claims to the insurance plans.
Provide weekly updates to the plan member to inform them of the chosen provider’s decisions.
Research and locate alternate medical providers as needed in member’s local geographical area.
Utilize Microsoft Outlook to send correspondence and schedule upcoming duties.
Utilize Microsoft Teams to communicate within the company to updates on pending contract talks.
Excellent communication skills with customers, medical providers, and other stakeholders.
Customer Service Representative, Randstad USA, West Des Moines, IA 3/2022 – 2/2023
30-40 hours/wk
Field incoming calls from credit card customers to report fraudulent charges or validate charges that were previously reported as fraud.
Document customer accounts accurately with updated information.
Answer any customer questions about the fraud investigation process including timeframes for correspondence of findings.
Oversee multiple claim types, and take appropriate action to support the case using multiple systems and applications.
Perform moderately complex customer support tasks by establishing rapport with customer to deescalate difficult situations as part of resolving a claim.
Strong work ethic and good communication with customers, team members and supervisors.
Package Sorter, US Postal Service, Des Moines, IA 10/2021 – 2/2022
40 hours/wk
Prepare incoming and outgoing mail for distribution for the United States Postal Service.
Sort packages by zip code to ensure they arrive at correct location at a timely manner.
Examine, sort, and route packages to proper distribution areas.
Load, operate, and occasionally adjust mail processing and sorting machinery.
Strong work ethic and good communication with team members and supervisors.
TIMOTHY BOOKER
Customer Service Representative, Iowa Total Care, West Des Moines, IA 7/2019 – 9/2021
40 hours/wk
Made outbound calls to members to confirm address to send returned mail including member medical cards & other pertinent correspondence.
Maintained daily spreadsheet to confirm addresses updated by other team members were accurate.
Packaged mail to be resent to customers with their updated addresses.
Processed postage meter to ensure important medical correspondence was ready to be shipped by 11am daily.
Trained new employees on the procedures of the research and return mail team.
Filled in to assist phone team to answer calls and assist customers when calls were over capacity for staff to manage.
Worked as a team to ensure confidentiality and proper handling of personal health records.
Strong work ethic and good communication with customers, team members, and supervisors.
Building Supervisor, John R. Grubb YMCA, Des Moines, IA 8/2016 – 3/2019
40 hours/wk
Maintained building security and overall functionality during business hours and secured facility after operating hours.
Fully knowledgeable of the daily building functions and program operations.
Responsible for the safety of staff, members and guests of the YMCA to assure that all YMCA rules, policies and procedures are understood and followed.
Conducted facility tours for new and prospective YMCA individual and corporate members.
Shared information on all programs and schedules and as appropriate, refers members to other programs that match their interests.
Organized class equipment, reported any damaged equipment to supervisors.
Built effective, authentic relationships with members and staff, helped them connect with each other and the YMCA.
Administrative Assistant, Highland Computer Forms, Urbandale, IA 2/2017 – 2/2019
40 hours/wk
Handled administrative requests and tasks from senior managers.
Assisted with day-to-day operations of the office such as filing paperwork, answering phone calls, preparing documents for meetings, managing calendars for supervisors.
Excellent time-management skills and ability to prioritize workload.
Knowledge of office equipment, computers, printers, scanners, and office software.
Attention to detail and problem solving skills.
Strong organizational skills with the ability to multi-task.
TIMOTHY BOOKER
Customer Service Representative, Infosys/McCamish, Des Moines, IA 7/2015 – 12/2016
40 hours/wk
Received and processed incoming phone calls from customer or client base.
Recorded details of customer transactions, interactions, inquiries, complaints and comments.
Effectively identified and addressed customer concerns over the phone.
Provided detailed information about products and services.
Used software tools including: VPAS, FileNet, CSWD, AS Docs
Determined possible causes of customer complaints.
Strong work ethic and good communication skills with customers, staff, and supervisors.
MILITARY
United States Air Force 1/1980 – 12/1983
Honorable Discharge
Ophthalmology Technician
EDUCATION
Associates Degree Hamilton Business College, Des Moines, IA 6/1993
REFERENCES
Mynde Meyers-Auch
Administrator / Iowa Total Care
Lori Van Groningen
Supervisor-Trainer / ClaimDOC
Doug Roland
Member Advocate / ClaimDOC
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