Customer Service Call Center

LISA M. KOZAK

**** ******** ****** *** ***** Philadelphia, Pa. 19137 267-***-**** cell *********@*****.***

Professional Profile

Experience in facets of administrative, customer service, client interface and general office skills

Working knowledge of Microsoft Office, Windows (2010 -2022)including Word, Excel, Power Point, Access, Microsoft Internet Explorer, Google Chrome, worker’s compensation applications: E-Carma and Comp Watch and organizational charts in Visio. Experience with Microsoft Teams and Zoom and Outlook.

Excellent communicative, organizational and interpersonal skills. Ability to supervise 15+ individuals successfully.

High motivational level accompanied by professional attention to detail and pride in generating quality work and performance

Multi-skilled individual, highly professional, productive under deadlines and high levels of responsibility

Professional Highlights

Pyramid Consulting/ Independence Blue Cross

Government Markets Medicare

Member Help Team(Customer Service)

September 18th, 2023 to present

Assist Medicare Advantage members and Medigap members with questions about billing, benefits, payments, prescriptions, finding providers, and more. Used software such as Microsoft Teams, DASH, Outlook, Microsoft Edge, INSINQ, M360, Chrome and other applications.

Contemporary Staffing/Reliance Standard Life Insurance

February 2023 to June 2023/ 4 month contract

Remote position. Customer Care Representative- Annuities

Call Center environment answering inbound phone calls for information on individual Annuities. Outbound calls made on tickets created for troubleshooting issues. Provided assistance and information to agents requiring information. Made distribution quotes upon request.

ALine Staffing/Willis Towers Watson

September 2022 to February 2023

Remote position

Customer Service Benefits Representative

Field inbound and outbound calls for enrollment of CBRE benefits for employees.

Create cases to troubleshoot problems with enrollment and other benefits.

Educate employees on their options including what to do with Medicare.

Contemporary Staffing/Pharmasource/Abbvie Pharmaceuticals

February 2022 to August 2022

Remote position.

Crossed trained for Abbie Pharmaceuticals

Image indexing, Pre-QA, outbound and inbound calls processing for Bridge program for Qulipta, a migraine medication.

Pharmaceutical Strategies/CVS

09/2021 to 02/2022

CVS Specialty Pharmacy Care Representative Remote position

Accepted inbound calls to fill specialty drug orders via phone and internet. Provided information and assistance to clients. Made outbound calls when necessary. Obtained Pharmacy Tech license.

Castle Windows

05/2021 to 09/2021

Accept inbound and make outbound calls to clients

Provide all requested information, accept payments, make appointments for service calls, installation, measures and inspections.

Escalate calls as needed to service and install managers. Order parts as needed for service calls.

United Healthcare/Optum/PeopleShare

05/2019 to 12/2019

Customer Service Representative/Health Insurance Agent

Health Insurance Agent assisting Insured Members in a call center environment.

Licensed in 14 states.

Advised Insured Members on health insurance policies, take payments, quotes on premiums, etc.

9/2016 to 12/2018

Lifetouch Studios

Customer Service Representative Seasonal

Scheduled appointments and assisted customers by taking orders, payments, providing information regarding accounts and their photographs. Some shipping involved and reports for Customer Service. Microsoft Word and Excel used as well as Power Point. Copiers, Scanners, Printers and Fax Machines were also used. Representative fielded incoming and outgoing calls on a daily basis.

11/2015 to 9/2016

Intren, Inc.

Project Coordinator Temporary

Functioned as an administrative assistant for a utilities construction company in a temporary capacity. Word, Excel were used as well as the Company’s own software.

Appointment setting, mail, copy, fax, etc. were also used.

Dollar Tree Temporary

Assisted with store set up for the grand opening of a brand new store.

AEX GROUP

American Eagle Express

Courier and Delivery Service

Customer Service and Dispatch Aston, PA 3/2015 to 10/2015 Contract

provide customer service and dispatch to company clients such as Cardinal, Amerisource Bergen, McKesson and Wakefern Pharmaceuticals and Wells Fargo, Fulton, and Susquehanna Bank Institutions. These duties include providing customers with updates regarding delivery times, reports, provide manifests or proof of deliveries, answer questions, provide estimated time of deliveries, take rush deliveries, call drivers and get updates and information and other related duties.

American Income Life

Licensed Insurance Agent Blue Bell, PA / 1/31/2014 to 05/2014

provide no cost benefits and life insurance policies to labor unions, credit unions and associations

Adecco/ETS Langhorne, PA

Customer Service/Call Center Temporary Position

12/2011 to 1/31/2014

Praxis Program- testing for teachers, superintendents, principals and teaching assistants

Schedule tests, process payments, schedule changes, scores and score recipients for test takers via incoming calls and outgoing calls

Assist test takers with information on state regulations regarding certification

Metasource Bristol, PA

Customer Service/Support 9/2011 to 12/16/2011 Temporary position

Call center environment

Processed incoming and outgoing calls and conference calls for a verification process on applications

Multi projects, payments and general information

Innovative Hiring

Customer Service Representative 10/20/2010 to 4/2011 Penndel, PA Temporary

Processed prescription discount cards for Pfizer

Customer Service Representative for Pfizer

Answered questions, assist customers and research

Wal-Mart Bensalem, PA

Customer Service Manager 11/2005 – 8/2007

Accountable for audits and opening and closing procedures of the front line and 16+ registers

Responsible for performance appraisals, coachings, and interviews

Managed 30+ individuals, cashiers and customer service

Temporary Positions

Supreme Staffing/ Colby Manufacturing

Office Clerk 5/2005 – 6/24/05

Generated reports for UPS and FEDEX

Shipping of medical supplies, mail distributions, answering phones

Data and order entry

Wal-Mart Bristol, PA

Unloader Seasonal 11/4 – 12/24/04

Unloaded trucks in receiving

Freight distribution and stocking

Save a Lot Levittown, PA

Perishable Clerk 5/02 – 11/04

Culled perishables, stocking, inventory, reducing, receiving and pricing all meat and produce

Cashiered at the front line when needed

PKF-Mark III Newtown, PA

Executive Administrative Assistant 2001

Assistant to President and CFO

Processed Workers’ Compensation claims

Interfaced with workers compensation and construction insurance

Prepared letters, compiled reports, processed contracts and other office duties

Permanent Positions

ICT Group Langhorne, PA

Administrative Assistant 1998-2000

Assistant to Vice President of Quality Assurance and the Director of TeleDirect

Prepared letters, compiled reports, monitoring schedules and other various office duties

Participated in ISO audits, policies and procedures

Assisted corporate verification department including audio – visual verification of sales, transcriptions for client accounts

Academy Collections Philadelphia, PA

Executive Administrative Assistant 1997-1998

Assistant to CEO and Vice President of Operations

Prepared letters, contract quotes and processing, marketing programs and scheduling

Greeted clients, responsible for their itinerary

Responsible for handling insurance, leases, and equipment for the company

Other Related Experience

Sisters of the Most Blessed Trinity Philadelphia, PA

Functioned as a nursing assistant, caring for invalid patients.

Documentation and nursing care were applied.

Holy Redeemer Home Health Care Philadelphia, PA

Nursing Care Assistant in Hospice

Provided nursing care and documentation to terminally ill patients.

Education:

University of Phoenix Levittown, PA

Bachelor of Science Business Management

Continuing a Master’s Degree Program in Management 2010 to present

Holy Family College Philadelphia, PA

4 year Liberal Arts /Nursing Program

Art Institute of Philadelphia Philadelphia, PA

2 years Fashion Merchandising Program

Bensalem High School Adult Evening Program Bensalem, PA

Certificate in Data Entry

Bishop Conwell High School Levittown, PA

4 year college preparation program-Diploma

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