Customer Service Representative
Resume:
Lane E. Cleaves
Richmond, VA 23238
****.*******@*****.***
SUMMARY OF QUALIFICATIONS
Experienced customer service/administrative support professional with solid track record in administrative support duties to include successful track record as patient service representative within the healthcare arena as well as experience in high volume, quota derived call center. Solid background in retail/customer service to include experience with major retail employers
Well organized, able to multi-task, works well with minimal supervision and strong team player
Well versed in working with patient insurance information; strong familiarity with HIPPA regulations as pertains to patient confidentiality; experience with Connect Care medical records system
Individual possessing excellent work ethic and seeking opportunity with visionary company that rewards hard work and positive results
EDUCATION
Virginia Commonwealth University, Richmond, VA
B.S. Criminal Justice, May 2008
Personal Lines Insurance License, November, 2010
PROFESSIONAL EXPERIENCE
01/2023 – 01/15/2024 –Hallmark Richmond, VA : Part Time Merchandiser : Perform service work in the Hallmark department in various retail stores in Richmond Area to include Publix, CVS, Walgreens and Walmart. Handle stocking, straightening, replenishing and tracking the inventory of Hallmark products, both inside and outside of the Hallmark department. Converse daily with store managers to ensure all product is placed appropriately and meets the needs of that particular retail location.
03/2020 – 12/2021: Home Depot USA: In town store location. Part – time Customer service/Cashier duties to include assisting and directing customers with various product questions, initiating and completing credit card applications.
03/18 – 01/2020: Employed in various retail customer service roles on a part time basis to include Food Lion: Customer Service Associate/Cashier and Deli Clerk as well as part time opportunities remotely. Employed seasonally with Costco as deli clerk and bakery clerk during Holiday season.
02/2015- 12/2017: Virginia Cardiovascular Specialists, Richmond, VA. Customer Service Representative/Call Center: PRN Position – worked 32 hours/week. Position eliminated 12/2017.
Employed in VCS’s call center on Forest Avenue. Responsible for patient appointments, scheduling and troubleshooting any appointment issues. Well versed in utilizing software system for coordination of various physician schedules.
09/2013 – 12/2014 : Employed with Randstad US (Staffing and Recruiting firm). Last assignment was Advanced Orthopaedics at St. Francis Hospital. Patient Service Representative. Employed part time at Target Libbie Square as Customer Service Associate while seeking full time employment.
06/2013-08/2013: Bon Secours St. Mary’s Patterson Avenue Family Practice, Richmond, VA. Patient Service Representative
Registration of patients at the front office and obtained referrals and pre-certifications as required
Collection of co-payments from patients prior to appointment
Scheduled patients over the phone via scheduling software
Assisted in answering incoming calls and routing to appropriate clinician (RFL: Laid off)
08/2011-05/2013: CarePoint Medical, LLC, Richmond, VA. Documentation Specialist
Provide customer service support to medical professionals and customers via telephone, direct mail and internet regarding various durable medical equipment products with goal to obtain physician signed orders for customers
Input customer information into customer database related to various customer needs for such items as diabetic shoes, seat lifts, mobility chairs, etc.
Knowledge of various HIPPA regulations and policies as it relates to communication with both patients and physician offices
Responsible for meeting both daily and monthly service goals for the department. (RFL: Accepted opportunity with Bon Secours)
02/2009-04/2011: All Risks LTD, Richmond, VA. Underwriting Assistant, Property and Casualty
Responsible for handling all endorsements such as mortgagee name changes, mailing addresses, etc., and inputting into system
Submission of property and casualty insurance quotes to underwriters for review for All Risks Charlotte Office
Send out daily renewals to underwriters and production specialists ensuring that all information is accurate and current
Assist Personal Lines Team with various duties such as scanning, filing, sorting incoming mail and following up on endorsement information and other special duties as needed (RFL: Laid off)
09/2008-01/2009: Estes Express Lines, Richmond, VA. Junior Planner. (Newly
Created department)
Compose Customer Development Reports involving delivery failures and how these occurred with customers
Assisted Planner with various special project reports
Data entry of various spreadsheet data through daily service reports pertaining to the effectiveness of Estes’ transports at various terminals
Prepared freight/weight reports regarding trucking and shipment errors for East Coast terminals (RFL: Disliked trucking industry)
08/2010 – 09/2012: Home Depot, Richmond, VA. Part Time Cashier(while employed Full Time).
Customer service/cashier duties for large home improvement retailer. Assist customers with
products, oversee opening and closing of register and other duties as needed.
All positions listed below were part-time while attending V.C.U. and J. Sargeant Reynolds Community College
04/2008 – 09/2008: Roy Houff, Mechanicsville, VA. (florist wholesaler). Assistant Cash Office Clerk/Receptionist. (part time while attending V.C.U.).
Manage front office phones, handle customer inquiries, coordinate orders, shipments and deliveries
Post deposits, receipts and assist drivers with delivery routes
Data entry of ticket orders into computer and various other projects
05/2007 – 9/2007 Hohner, USA. Richmond, VA Receptionist/Clerk. (part time while attending V.C.U.).
Coordinated all functions of front desk activities to include answering phones, meeting and greeting visitors, logging in guests and badge distribution
Assisted with various mailroom activities to include distribution of mail to departments, pick up and delivery of mail and coordination with various mail carriers
Special projects as assigned
REFERENCES PROVIDED UPON REQUEST
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