HEATHER

BOULE

*** **** **** **

Tewksbury MA

**865

Skills Summary

Microsoft office, Excel, Powerpoint I can type about 35 words a minute. (4 years), Customer Service, Call Center, Customer Care, CSR, Customer Support

Education

*University of Phoenix

* Southern New Hampshire University

Degree / Date of Graduation

*Associate degree in Business Administration

I graduated I. 2015

*I am currently enrolled

Experience

May 2022 to January 2023 MassHealth Contracted through Randstad

Customer Service Representative

• Records details of inquiries, comments or complaints, transactions or interactions and acts in accordance with it.

• Escalates unresolved and pending customer grievances.

• Answered all incoming calls that clients would have regarding their medical coverage.

October 2021 to May 2022 Thermal Fisher Tewksbury, MA

Customer Service Representative

• Communicated clearly and efficiently via phone and email related to business to business (B2B) and business to customer (B2C)

• Navigated correspondence with members and escalated to supervisors as necessary

• Maintained detailed call minutes in Microsoft Word

• Organized multiple tasks and prioritized multiple responsibilities such as case work assigned between calls throughout the day

October 2020 to December 2020 Digital Federal Credit Union Chelmsford, MA

Information Specialist

• Answered all inbound calls to help member with transactions

• Recorded withdraws, deposit, member to member transfer and any other issues they had with their account

September 2019 to March 2020 Zwicker & Associates, P.C. Andover, MA

Customer Service Representative

• Answered inbound calls

• Helped people set up payment plans for the debt that they owed

• Called the numbers that were in my que

• Reached out to clients to try to help them settle back payments they had

April 2019 to June 2019 Conifer Health Solutions Marlborough, MA

Patient Advocate

• Answered all incoming calls that patients would have regarding their medical bills

• Medical billing inquires for patients that did not have insurance

• Sent out medical bills to patients

December 2018 to April 2019 Seraphic Springs Health Milford, MA

Customer Service Representative

• Answered all inbound calls to set up appointments for our HHA

June 2017 to December 2018 Suburban Propane Marlborough, MA

Customer Service Representative

• Answered all inbound calls

• Set up and terminated accounts

• Responsible for all the fuel assistance billing and customers along with their invoices.

• Took payments over the phone and with customers in person

• Responsible for all the delinquent accounts

• Tracked customers who were behind payment schedule.

• Sent out daily the invoices

September 2005 to May 2012 Peter Gerard Hudson, MA

Family Nanny

• Developed age-appropriate activities and programs for children 5 to 15 years old

• Communicated openly with children's parents about daily activities and behaviors

• Encouraged children to be understanding of and patient with others

• Prepared, served and cleaned up daily meals for 4 children

• Maintained a child-friendly environment with access to outdoor activities

• Allowed for ample outdoor recreation time

• Encouraged good behaviors using the positive reinforcement method

• Encouraged curiosity, exploration and problem-solving appropriate to children's development levels

• Incorporated music and play into developmentally appropriate

February 2001 to November 2004 Stardust Casino Las Vegas, NV

Customer Service Representative

• Answered an average of 100 calls per day by addressing customer inquiries

• Provided excellent customer care by responding to requests from customers

• Provided information about deals and recommended activities for families to do while they were on vacation

• Handled acceptance of delivered packages

• Routinely answered customer questions regarding pricing

• Set up and explained new membership contracts

• Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems

• Assisted all customers in an average 8-hour days by answering questions, responding to inquiries and handling requests by phone

Education

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