Customer Service Care

CHERY L. PENNELL ● *** Locust Street, Wamego, KS *6547 785-***-****, *****.********@*****.***

● PROFESSIONAL SUMMARY

Exceptional communication skills and personable attitude that promotes teamwork in any work environment. Experience in Microsoft Office suite, and knowledgeable in multiple administrative duties: filing, bookkeeping, use of multi-line phone systems and operation of basic office equipment. Skilled in time management, and multitasking, while able to follow strict policy guidelines and objectives.

● HIGHLIGHTS

Multiple Computer Programs Medical Admin. Asst. Certificate Strong Customer Service Skills Clerical Skills

Quick Learner Scheduling

Inventory Management Works well under pressure

●PROFESSIONAL EXPERIENCE

Human Resource ● United States Army- Fort Riley, KS, February 2006 to December 2012

● Processed, verified, and maintained personnel related documentation and actions, including staffing, grievances, performance evaluations, classifications, and employee leaves and absences.

● Recorded data Soldiers' personal database profile. Pharmacy Customer Care Representative ● Department of Veteran Affairs - Topeka, KS, July 2013 to December 2014

● Fielded calls and resolved issues regarding patients/family members and legal representative's medication concerns.

● Accessed and utilized various computer software programs and database systems to sufficiently research correct answers for resolution.

● Prepared well defined case notes when actions were required. Educated and explained pharmacy support related policies.

Health Benefits Customer Care Representative ● Department of Veteran Affairs - Topeka, KS, July 2013 to December 2014

● Received and/or generated calls to veterans, family members and/or legal representatives concerning eligibility/benefits issues, financial assessment, and responded to their concerns.

● Fielded calls of various topics including Veterans' benefits, eligibility requirements, and other sources of information and related topics.

● Received and responded to inquiries involving phone calls and web chats.

● Processed requests and updated veterans' personal database profile and transmitted updates to VHA facilities involved in the veteran's care.

Farmers Insurance Customer Representative ● Farmers Insurance - Manhattan, KS, April 2017 to July 2018

● Offer information about price quotes to prospective customers while maintaining rapport with existing clientele.

● Liaise with the companies' insurance agents and process all orders made via telephone. Collect information for payment and billing.

Patient Care Advocate- CareXM ● CareXM (remote) - Lehi, UT, October 2021 to January 2022

● Support callers by answering questions, scheduling routine appointments, prescription refills, new patient registration, general inquiries and connecting patients with the right medical support via inbound calls. ● Virtual care offerings, included Clinical nurse triage, used by home health and hospice providers, physician practices, hospitals, and other care providers across the United States.

● Deliver the best customer experience by maintaining a positive, empathic attitude, and active listening skills. ● Knowledge policies and procedures to effectively resolve clients and patients inquiries.

Concierge- CVS Staffing Agency(remote) October 2020 to February 2021

● Handles customer service inquiries and problems via telephone, internet, web-chat or written correspondence.

● Engages, consults and educates members based upon the unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care.

● Utilized resources to assist customer in understanding needs, preferences and understanding of Aetna CVS Health plans

● Educates and assists customers on various elements of benefit plan information and available services to enhance the overall customer service experience.

● Creates an emotional connection with our members by understanding and engaging them to the fullest.

● References

● Brenda Page-Packard Owner of Totally You Salon 527 Lincoln Ave, Wamego, KS o 602-***-****(c)

● Linda Rodgers Retired Registered Nurse 915 Ash St. Wamego, KS o 785 .477.5833 (c)

● Jannell Neil Jannell Neil Farmer Insurance 601 Anderson Ave, 102 Manhattan, KS o 785-***-****(c)

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