Cindy Glenn

704-***-****

ad4ght@r.postjobfree.com

Over 14 years in telecommunications, customer service

and insurance.

Experience:

Key Benefits Administrator October 2015-May 2016

Fort Mill, SC

ACA Representative

Provide affordable care insurance benefits and account information to customers, clients, brokers and providers. Research, fax, email and

make calls to resolve requested information.

Manage customer relations in a calm, courteous and professional manner.

Respond to customer inquiries or complaints regarding company products and services.

Review and research issues obtain necessary information from policies, procedures or practices.

Coordinates problem resolution with appropriate departments and inform customers according to standard procedures.

Documents all customer interactions in Customer Service log.

Provide outstanding customer service to all customers.

Optum Healthcare July 2014 to May 2015

Concord, NC

Customer Care Associate

Respond to and resolve customer service inquires and issues on the first call by identifying the topic and type of assistance the caller needs

Help guide and educate customers about the fundamentals of consumer-driven health care topics including selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider

Intervene with care providers on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed

Assist customers in navigating websites and encourage and reassure them to become self-sufficient

Research complex issues across multiple databases and work with support resources to resolve customer issues

Provide education and status on previously submitted pre-authorizations or pre-determination requests

Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance

AT&T October 2014 to March 2015

Charlotte, NC

Provisioning Network Specialist

Specialized in creating repair tickets for automated troubleshooting, scheduling workload, logins, and dispatching service techs

Analyzed documents such as service orders, circuit diagrams, and used automated test equipment

Created repair tickets on orders with errors, resolved problems associated with order activity and circuit provisioning

Initiated corrective action as needed in daily operations

Assisted and assigned installation engineers and contractors with daily workload logins, dispatched work orders, and repair tickets

Generated reports for repair trouble tickets, used electronic equipment, and systems in analyzing, administering, repairing, maintaining and testing

Work with internal and external customers to maintain network reliability for new and existing services

Monitored, updated, and closed out repairs

Skills:

Medical and ACA insurance, Billing experience

Translations, Cable, and Facilities experience

Experience working with CIS

Proficient with technology and Microsoft Office

Education:

Central Piedmont Community College January 2014-August 2014

Charlotte, NC

Human Services Technology

University of North Carolina at Charlotte August 2007-December 2007

Charlotte, NC

Medical Office Specialist

Central Piedmont Community College January 2006-December 2006

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