• Elizabeth Gustin
o *** S. York St
o Etters, Pennsylvania 17319
o ad40pm@r.postjobfree.com
Education
Northern Senior High School Academic with Accounting Dillsburg, Pennsylvania
Graduated June 1993
Employment History
Rutters
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
Xfinity
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
HealthAmerica/Aetna
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
HealthAmerica/Aetna
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
EDS/Centrobe
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
References
Amanda Semic 717-***-****
Kayla Grazan 717-***-****