Randy Lee Bruce

*** ******* **** **. ********, TX 78541 ad48ua@r.postjobfree.com 956-***-****

Summary of Skills

Extensive Call Center experience; Strong active listening skills.

Punctual; able to arrive in shifts on time and stay longer if needed.

Able to complete duties in a timely manner.

Experienced with Microsoft Office (Word, PowerPoint, Excel).

Works well with others and can take directions.

Coachable; able to follow precise details and instruction.

Work History & Experience

Spherion-Maximus December 2023- February 2024

Member Services

HIPPA Verification on members, Medicaid,

•Using up to 8 programs 2 screens, Troubleshooting PC,

•WFH, Referring to certain member service for food, water, shelters, etc.

•Showing sympathy and empathy when needed.

•Inbound call up to 35-40+ calls in a day, WFH

Teleperformance- Edinburg, TX August 2021- July

2023

Provider Services and Customer Service

•Responsible for claim status information, inbound calls,

•Data Entry, check for authorizations status on program used to find info,

•Cpt codes for the provider's, HIPPA verification of the Members and providers

•Bank information such as bulk or single payments, Helping with claims for providers coding,

•Using up to 10 programs for the calls inbound up to 60 to 80 calls a day.

•Outbound calls when needed for members and providers.

Pepsi Co. – Hidalgo, TX

Picker Feb 2013-July 2013

•Responsible for unloading raw materials and placing them in designated warehouse space.

•Experienced in providing strict attention to order accuracy with respect to loading outgoing trucks and unloading incoming trucks.

•Read work orders or receive oral instructions to determine work assignments or materials or equipment needs.

•Works from Electronic order system or order sheets to build loads using a forklift and/or electronic pallet jack and responsible for accuracy in loading and complying with shipper/receiver documentation.

Teleperformance – Edinburg, TX

Customer Service Representative Nov. 2009 – Sep.

2011

•Handle and carefully respond to all customer inquiries by building excellent rapport & confidence, identifying their needs, and taking strategic action in a timely manner.

•Provide excellent customer service through active listening on every interaction and troubleshoot and resolve customer issues using desktop applications.

•Work with confidential customer information and treat it sensitively and aim to resolve issues on the first call by being proactive and demonstrating advanced product knowledge.

Merkafon International, Ltd – Edinburg, TX

Customer Service Representative Sep. 2005 – Jan.

2006

•Taking inbound calls from customers who require assistance with locating phone numbers.

•Confer with customers by telephone to provide information about products or services.

•Ensure that appropriate changes were made to resolve customer problems.

Penncro Associates – McAllen, TX

Customer Service Representative Oct. 2003 – Jan 2004

•Complete contract forms, prepare change of address records, or issue service discontinuance orders using computers.

•Keep records of customer interactions or transactions, recording details of inquiries, complaints, comments, and actions taken.

•Resolve customers service or billing complaints by exchanging merchandise or adjusting bills.

Education

PSJA North High School – Pharr, TX

High School Diploma 1995

Southern Career Institute

Computerized Bookkeeping Specialist

2000

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