Data Entry Customer Service
Resume:
Mark Thompson
APT **C
Bronx, NY **466
ad3g0b@r.postjobfree.com
February 6, 2024
To Whom It May Concern:
I am writing to express my interest in a position with your company. I believe that my 20+ years of experience in the Customer Service Field can be of value to your company’s mission. My positions within Customer Services include Supervisor, Outreach Coordinator, Enrollment, Data Entry and Sales. These different roles allowed me to become familiar with all aspects of the field from training new representatives to dealing directly with customers and understanding their wants and needs. I specialize in identifying the underlying concerns and issues that many customers have and finding the best suitable solution to keep them satisfied. Over 20 years ago, I started out as a telemarketer for MCI and soon became a sales representative for Verizon. In 2005, I became licensed in the state of New York as an insurance agent for “Accident and Health”. I then became hired by Humana via Aegis Inc. as a Marketing Representative to help launch their Medicare Part D expansion. In 2007, I was hired by Metroplus Health as one of the company’s first representatives for their Medicare line of business which they launched in 2008. Within that company, I learned the Medicare system in regard to MAs (Medicare Advantage HMOs). I soon was promoted to Outreach Coordinator, responsible for scheduling and facilitating reach outs to the Medicare beneficiaries that required contact. Sometime after that, I was promoted to Supervisor in which I was responsible for a team of 14 Enrollment Representatives. During my career, I have become familiar with many software and data entry systems such as TEXN/PowerStepp, Salesforce, CSI, Market Prominence, Epaces/EMedNY, CMS/MARX, & Macess just to name a few. I am looking forward to the possibility of discussing in person how much of a contribution I can provide the company as an employee.
Sincerely,
Mark A. Thompson
Mark A. Thompson
EXPERIENCE
METROPLUS HEALTH PLAN – New York, NY 05/2007 – 01/2024
Medicare Customer Service Representative/Medicare Outreach Coordinator/Medicare Supervisor
Supervised over a team of fourteen (14) representatives
Closely monitored representatives’ overall performance pertaining to call handling, proper documentation and following proper protocols and procedures
Kept an open-door policy with representatives and created a comfortable environment for communication
Understood the strengths and weaknesses of each individual representative to focus on improvement where needed most
Explained to Medicare beneficiaries their plan benefits in a way in which they can understand
Informed providers with beneficiary eligibility and medical claim statuses
Assisted marketing representatives with determining the eligibility of prospect beneficiaries
Communicated and navigated between several departments to make the member’s experience with their health care coverage seem smooth
Handled face-to-face encounters with members during on site walk-in visits to the company
Completed orientations for newly enrolled beneficiaries
Created fully detailed documentation of calls and situations
AEGIS COMMUNICATIONS (Cignature/Humana) – New York, NY 10/2005 – 04/2007
Customer Sales Representative/Billing & Enrollment
Assisted phone reps in difficult situations with customers
Licensed in New York to discuss and market disability and health insurance
Received calls from Medicare beneficiaries and assisted them in selecting suitable prescription drug coverage
Consistently satisfied a daily quota of enrollments into a plan
Explained policies to members and helped them to understand their benefits
Set up recurring payments of plan premiums by checking account, credit card or Social Security Check for members
KING-TELESEVICES (Verizon sales representatives) – Queens, NY 08/2002 – 10/2005
Telephone Sales Representative
Placed house calls to existing Verizon local customers and offered them upgrades on their services, international and domestic long-distance calling, DSL service, and discounts
Probed customers to find their specific needs and appropriately presented them with a proper product
Showed customers how to get a better value for their money after reviewing their account
Easily navigated through two separate data bases, online and offline, simultaneously at a quick yet careful pace
Looked for and input information while speaking to customers in a professional and non-intimidating tone
NCI (National Credit Inc.)/MCI Communications Corporation – Vestal, NY 06/2000 – 08/2002
Consumer Sales Representative
Accepted calls from MCI customers and assisted with inquires and complaints
Placed calls to MCI customers with unpaid bills and found ways to assist them in resolving their outstanding balances
On a daily basis, continuously achieved and exceeded call quotas
Handled with great success most of the difficult accounts and achieved customer satisfaction and problem resolution
EDUCATION
OUR SAVIOUR LUTHERAN HIGH SCHOOL- Bronx, NY 09/1994 – 05/1998
BROOME COUNTY COMMUNITY COLLEGE – Binghamton, NY 09/1999 – 05/2002
Electrical Engineering
CAREER BLAZERS LEARNING CENTER – New York, NY 07/2002 – 06/2003
Hard Disk Management and Computer Support
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