Call Center Customer Service
Resume:
G. John Hurley
Apt. ***
Largo, FL 33707
Phone: 720-***-****
ad0zdi@r.postjobfree.com
Kaiser Permanente 1/2020 – 3/2020
Denver, CO
Health Maintenance Organization
Scheduled surgical appointments for insureds throughout the
Denver Metro area at Kaiser different clinics and offices. Heavy
phone volume. Position required a significant understanding of
medical procedures and terminology. This was a contract position
which was eliminated in March due to the Coronavirus outbreak / Covid-19
Sabbatical 10/2018 – 1/220
Took time off to take care of my elderly father who subsequently
passed away.
New York Life Insurance Company 4/2018 – 9/2018
Tampa, FL
Independent contractor
Worked in the AARP Division / Advanced Customer Service
Inbound Call Center
Answered client inquiries primarily related to billing
On average handled 30-40 phone inquiries per day
Progressive Energy Consultants 2018-3/2018
Clearwater, FL
Work with existing clients in renewing energy contracts.
Quote pricing for twenty two suppliers
Create contracts
Answer existing client inquires
Crius Energy 2016-2017
Commercial Accounts Unit
Pinellas Park, FL
Inbound Call Center
Top quartile: Call Quality, First Call Resolution
Average 40 calls per day (8 hour shift)
Answering inquiries from commercial clients regarding their contracts
Providing quotes for potential new and existing clients
Completing contracts
Follow-up with new clients on contracts and answering any questions they may have had
Heavy data entry
Typing 55-60 Words per minutes
Use multiple systems (Crius has 10 separate companies to quote commercial rates with separate operating procedures and contracts for each company
(Hired 6/16 on a temp to permanent basis through Aerotek. In January, 2017 hired as a permanent employee by Crius. Left firm in November, 2017 when it was announced the Commercial Accounts unit was being moved to Houston, TX)
CIGNA Health Care 2010- 2014
Individual Policy and Small Group Division
Billing & Enrollment Department
Services contracted through Health Plan Services, Inc.
Tampa, FL
Inbound Call Center
Top quartile: Call Quality, First Call Resolution, Availability/Adherence
Average 75 calls per day (10 hour shift)
Duties include:
Answering billing inquiries from both customers and agents
Answering questions regarding policy coverage
Provide premium quotes
Handling plan changes
Handling billing mode changes
Processing cancellation requests
Updating customer records as required
Complete understanding of HIPPA regulations
Heavy data entry
Typing: 55-60 WPM/intermediate to advanced computer skills
Redbox (Dvd) Automated Retail LLC 2009 – 2010
Dvd Rental Firm
Oakbrook Terrace, IL
Customer Service Representative
Inbound Call Center
Top quartile: Call Quality, First Call Resolution, Availability/Adherence
Average150 calls per day (11 hour shift)
Update customer records simultaneously (heavy date entry)
Member specialized email and billing teams
Typing: 55-60 WPM / intermediate to advanced computer skills
(Call Center was closed. All customer services functions were outsourced
to Stream Global Services)
Suasion Resources, Inc. 2007 – 2009
Financial Services Marketing Firm
Roseland, NJ
Customer Service Supervisor
Supervise 12 member team
Heavy volume of inbound customer service calls and emails
Resolve customer issues and update company data bases
Researching data bases to target potential new clients for the firm
Send introductory emails to new firms and schedule on-line presentations
Associated Securities Corp. 2005 – 2007
Securities Broker-Dealer
Los Angeles, CA
Supervisor, Compliance & New Business Departments
Supervise 18 member team
Responsible for new accounts including client suitability verification
Heavy volume of inbound customer service calls
Research and resolve complex customer account issues
Update client records in various Company data bases
(Firm was sold to Linsco Private Ledger in 2007)
Tower Square Securities, Inc. 2003 – 2005
Securities Broker-Dealer
Broomfield, CT
Supervisor, Compliance & New Business Departments
Supervise 23 member team
New accounts openings including verification of client suitability
Heavy volume of inbound customer service calls and emails
Research and resolve complex customer account issues
Update client records in various data bases
(Firm was sold to MET Life in 2005)
Education
University of South Florida – Bachelor of Arts Degree
FINRA Series 7, 24, 53, 63 licenses (inactive)
Computer Skills: Intermediate to Advanced – Microsoft Office / 35-40 WPM
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