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Customer Service Representative

Etters, PA
April 15, 2024

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• Elizabeth Gustin

o *** S. York St

o Etters, Pennsylvania 17319

o 717-***-****



Northern Senior High School Academic with Accounting Dillsburg, Pennsylvania

Graduated June 1993

Employment History


March 2021-Present

Provide excellent face to face customer service

Ring out customers sales, collect money and ensure drawer is counted correctly

Responsible for milk/tea orders every other day

Responsible for stocking big cooler with milk,teas, waters, juices and sodas

Responsible for beer cooler

Responsible for the safety of our customers in the winter time by salting the walkways

Responsible for emptiness of inside and outside trash bins

CVS Health Pharmacy

Shift Supervisor Mechanicsburg, Pennsylvania

June 2019 - Feb 2021

Responsible for the running of the store in the absence of the store manager

Dividing up work for each employee while still delivering the best customer service possible

Upon arrival of the weekly truck, ensuring there is a game plan to have all inventory stocked to shelves

Responsible for nightly deposit between front store and pharmacy


Customer Service Representative Harrisburg, Pennsylvania May 2016 - Present

Answering calls from customers regarding their billings, upgrading of service and some technical support.

Ability to meet metrics as required

Was a member of the Resource que; responsible for supervisor calls and assisting with questions from representatives

Active member of the Transformation Envoy Team

Kohl's Mechanicsburg, Pennsylvania October 2016 - January 2017

Customer Service - Retail

Processing refunds and exchanges, responsible for handling customer complaints and answering phones. Seasonal Position


Customer Service Supervisor Harrisburg, Pennsylvania September 2011 - September 2015

Excellent knowledge of Aetna policies

Understands the importance of employee confidentiality

Strong verbal and written skills

Provided blunt, candid and upfront feedback in a tactful manner

Responsible for a team of approximately 15-20 customer service agents

Ensure all timecards and non- productive time are approved daily

Responsible for tracking the teams attendance and FMLA usage

Responsible for call coaching with the reps and the auditors on a weekly basis. I would file appeals for any errors we thought were incorrect

Was responsible for scheduling shifts quarterly to ensure the appropriate number of reps are available to answer call

Ensure statistics are sent to the reps daily

Responsible for all Marketing issues and the weekly Marketing call

Ensure all questions received from my reps regarding a call or claim was answered accurately

Responsible for supervisor calls

Responsible for pulling all monthly reports and providing their stats to the reps

Ensure all trainings needed for the reps are scheduled and completed

Prepared and lead all onsite audits

Responsible for creating an agenda for all team meetings.

Offered assistance to individuals in need of extra development so they may become successful

Ability to use Word, Excel, Outlook, Avaya and Workforce Manager

General knowledge of PowerPoint

Responsible for attending the weekly enrollment call on behalf of customer service


Associate Customer Service Rep/Senior Integrated Customer Service Specialist

Harrisburg, Pennsylvania February 2002 - September 2015

Responsible for answering benefit and claims questions for members, providers, employers and brokers

Responsible for any claim adjustments that need to be done as a result of a phone call

Processing pended claims in between phone calls

I am able to adjust my day based on business needs while maintaining good quality and attendance with a positive attitude

Responsible for entering new claims that have come in via mail

Responsible for pulling remittance advice reports for providers when requested

Responsible for Wellness member reimbursements

Have assisted with the Marketing dept with the rollout of HealthAmerica One, the individual policy

Worked closely with the Marketing department to resolve all issues for our Strategic accounts

Review of plan documents on behalf of the customer service dept for the Strategic accounts

Prepared documents for all audits

Have participated in off- site enrollment meetings with Strategic groups

Was the customer service contact for approximately 13 Strategic groups

During open enrollment, I was a contact for Lancaster General Hospital. I was responsible for all call quality reporting for our monthly meetings, researching claims processing errors and assisting in quarterly meetings with Lancaster General Hospital employees at numerous locations.

I was also the customer service contact for all the Lancaster School District Consortium

and Warwick School District. I worked closely with each school as well as with the Marketing department to ensure a smooth transition year to year.

Adhere to the schedule given to me daily. Attended meetings on time.

Supported customer service lines and claims for PFFS, Advantra, MHNet, Altius and GHP plans with minimum training

I was an appeal mentor for member satisfaction hearings

Responsible for responding to web requests from members within a 24 hour timeframe

Mentored new agents after they successfully completed training

Responsible for checking provides billing accounts when a claim does not generate a check to verify if a provider is on a withhold.

Worked from home for about 5 years


Customer Service Representative/Lead Agent/Backup Supervisor/Trainer/Research

Etters, Pennsylvania January 2005 – August 2011

Excellent knowledge of EDS/Centrobe policies and guidelines

Strong leadership skills

Took ownership of customer service calls and resolved all issues to the best of my ability in a timely manner

Lead a group of up to 20 employees on an inbound customer service project in the absence of the team leader and backup team leader

Worked flexible hours

Keep team informed of any updates in a timely manner

Produce timely and accurate results when completing such tasks as the newsletter, monitoring of calls, EQM

Provide orientation for new employees on their first day on the floor after training

Understand the importance of employee confidentiality

Responsible for tracking transfer rates and sale counts for all employees

Responsible for creating contests and preparing motivational items that can be distributed to the team members

Responsible for collecting all time cards that need to be signed by the team leader and to check all deviation reports at the end of each week.

Responsible for assisting the team leader in ensuring all IDP's and performance reviews are administered in a timely manner

Responsible for tracking team attendance

Ensure each rep had 2 calls QA'd each month and call coaching was done weekly

Responsible for keeping current on product information and distributing information to all agents on the project by conducting training classes

Responsible for providing prospective clients with information on the company as well as the product we represent

Responsible for providing required audio tapes to the client, slam resolution rep and the FCC within a 24 hour timeframe

Responsible for keeping all systems working and in contact with the technicians in the event of an issue


Amanda Semic 717-***-****

Kayla Grazan 717-***-****

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