Customer Service Call Center
Resume:
Kimberly Higgins
Contact
Rio Rancho, NM 87124
**************@*****.***
Objective
Over 30 years of internal call center customer service, with some semiconductor experience, working on the front lines with customers ranging in different arenas from catalog customer service to medical. From taking calls as well as sitting side by side with new trainees and working as a Quality Analyst. With extensive customer service experience throughout years that have reinforced and strengthened my communication skills, attention to detail, commitment to schedule adherence, embrace change and ability to perform in a team environment.
Education
Cibola High school
TVI Semiconductor Technology I & II
CNM
HME Specialists
Intake specialist
November 2-22 â current
Urgent and emergent prescriptions for oxygen, wheelchairs, walkers any DME. works with case managers and patients, enter RXâs process. work with insurance, all orders must be sent out within 2 to 4 hours.
Maximus
WV CONTACT CASE INVESTIGATOR
September 7,2021 â October 2022
Speak daily with positive Covid 19 patients to go over a brief interview to identify where they were, who they were with, what they were doing to try and stop the spread. Follow all Hipaa guidelines
Maximus
February 1, 2021 to August 31, 2021 â
MassVax
Schedule seniors for their Covid 19 vaccinations. Provided information to our customers. Went through the guidelines with the age groups. Worked thru age's 12 and currently with the Vax millions project.
Customer Service, Accenture
September 2020 to December 2020
Spoke with customer regarding there Medicaid and Snap benefit status.
Quality Analyst, Concentrix
August 2018 to September 2020
Monitored calls to ensure our customers are receiving the excellent customer service required by the client. Scheduled calibrations with Team Leads and Management several times a week to listen to calls, behaviors what well and what could be better. Worked with Team Leads on improving their representatives scores.
Escalated Case Manager - Contractor at HP
March 2018 to August 2018
Escalated case management - Speak with highly Escalated customers needing There printer or laptop replaced or repaired. Keep current with 50 cases daily. Corresponds by email or phone with repair details or tracking information.
BCBS NM Customer Advocate - Member Services
August 2017 to February 2018
Spoke with member regarding their benefits, Claim status, Pharmacy benefits. Explain the difference between deductibles and out of pocket. Adjusted claims, research and call members back with results.
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