Customer Service Call Center
Resume:
Amanda Brown
Worcester, MA *****
**************@*****.***
Willing to relocate to: Worcester, MA
Authorized to work in the US for any employer
Work Experience
Contract
Robert Half - Westborough, MA
February 2024 to Present
Working on assignment with agency while continuing my own search for permanent employment Customer Service Representative at Health Plans, Inc
Middlesex Savings Bank - Westborough, MA
November 2023 to February 2024
• Providing customer service in an in-bound call center setting
• Processing requests such as but not limitedto:spending limit increases, monetary transfers
• Navigating multiplecomputersystemssimultaneously
• Inter-department collaboration to resolve customerinquiries Operations Manager
Famous Footwear - Auburn, MA
July 2022 to November 2023
Assistant Store Manager
• Providing the best customer experience possible while keeping the store clean at alltimes
• Training, coaching, and supervising sales associates
• Optimizing stockroom space to efficiently receive and stockinventory
• Ensuring seasonal and promotional signage is accurateat alltimes
• Processingregistertransactions such as sales, returns and exchanges, and start- and end-of-day procedures
Associate Member Care Specialist
BJ's Wholesale Club - Westborough, MA
January 2022 to May 2023
Started in a temporary position reviewing online optical prescription orders for approval toprocess
• Moved into a permanent position in April 2022 where main duties shifted to:
• Auditing customer satisfaction compensation reports
• New hireonboarding- setting upsystemsaccess; as well asresetting andterminating access asneeded
• Recognizing coaching opportunities and providing guidance to call centermanagement Customer Service
MAPFRE Insurance Company - Webster, MA
October 2017 to April 2020
call-center atmosphere
- Incoming calls from customers, agents, auto-body shops, etc.
- Assist with general inquiries and claim status when applicable
- Follow procedure to transfer calls to appropriate person/dept
- Peer Trainer
- Promoted to MA Billing in December 2019
- Assist with billing inquiries
- Process DC/CC/ACH payments
- Process home and auto insurance policy reinstatements Customer Service
Masterman's Safety & Industrial Supply - Auburn, MA December 2016 to August 2017
incoming calls/emails/in person orders from recurring and new customers, up-selling, ownership of resolving customer complaints with any part of the order/shipping process
- Independent time-management, problem solving, team building, paper filing
- Job demanded quick mental math & great attention to detail
- Sales, cold-calling prospects, building rapport, follow-up and up-sell with current customers, in person visits to customers, on-going training with vendors for existing and new products Assistant Store Manager/Customer Experience Manager Famous Footwear - Hudson, MA
June 2016 to November 2016
- Cash, Credit, Debit and Check transactions; processing returns
- Receiving and restocking inventory
- Completing back office paperwork and responding to emails
- Keeping the store clean and up-to-date per the product placement guide and preparing signage for promotional sales
- Loss Prevention
Client Service Representative
Medical Bureau of Economics / Receivables Outsourcing Inc - Worcester, MA May 2013 to January 2014
- Working closely with clients to obtain information/documents such as medical records needed for billing of insurance claims
- Performing tasks as requested by client i.e. Closing and returning accounts, update account information such as patient address or balance due, etc
- Cash posting insurance payments/adjustments and patient payments/refunds
- Maneuvering thru numerous computer systems and programs simultaneously Insurance Representative
Medical Bureau of Economics / Receivables Outsourcing Inc - Worcester, MA May 2012 to May 2013
- Keying patient encounters
- Verifying insurance coverage via telephone and electronic web-portals
- Following up on insurance claim status via telephone and electronic web-portals
- Reviewing and deciphering remittance (EOB)
- Working closely with clients to enroll (Facilities and Physicians) with out-of-state Medicaids
- Billing insurance claims; mostly Medicaid (MA and out-of-state) on paper and electronically per official guidelines
Bookkeeper
Don's Auto - Spencer, MA
December 2005 to December 2010
- Per diem bookkeeping
- Entering A/R, A/P
- Filing and other general office procedures
Volunteer
Worcester Medical Center - Worcester, MA
June 2003 to May 2009
during school vacations and between employment
- Front desk "greeter station" greeting and directing patients and visitors
- Discharge Office assisting with filing and other general office procedures
- Helped out in other areas of hospital as needed
Customer Service Desk
Walmart Supercenter - Leicester, MA
October 2007 to December 2008
Keeping work area clean at all times
Education
Certificate in Medical Billing & Coding
Assumption College - Worcester, MA
2007 to 2008
High School Diploma
David Prouty Regional High School - Spencer, MA
2003 to 2007
Skills
• - Proficient in verbal and written communication
• Type an average of 70 wpm
• Use of Microsoft applications and other private office templates such as AS400; adding machine, fax machine, scanner, mail room equipment, palm pilot, cash register
• Billing commercial insurance and Medicaid claims on paper and electronically, completing detailed and time-sensitive forms and reports
• Cash-posting, bookkeeping, general office procedures such as filing and data entry
• Problem solving and prioritization; building rapport with clientele
• Experience with securities
• underwriting for Life
• Disability
• 401(k)
• ACH
• Accounts Payable
• Accounts Receivable
• General Ledger Accounting
• Insurance Verification
• Loss Prevention
• Medical Coding
• Upselling
• Supervising Experience
• Supervising experience (2 years)
• Call center (6 years)
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