Customer Service Tier 2
Resume:
Amanda L Hunt
Irvine, Ky *****
ad4u6d@r.postjobfree.com
AWARDS Achieving outstanding customer service satisfaction rating October 2019 CSAT top performer CSAT Top performer February 2019 CSAT top performer November 2019, CMS award and CSAT top performer June 2022 Objective:
Highly motivated and experienced Tier 2
Federal Marketplace representative with 5 and 1/2 years of outstanding performance seeking a Supervisor position at Pearl Interactive Call Center for CMS to utilize leadership skills and industry expertise to drive team success and customer satisfaction. Prior to that I’m an accomplished and energetic dual CSR with secretarial skills, management skills with a solid history of achievements and prioritization abilities. Areas are of expertise includes 1 being a dual CSR for Medicare and Marketplace many years now, computer skills such as, typing skills, multi tasking skills,NGD navigation, also navigating scripting so you can get your up to date information, WFO, Onelog, Avaya, Amazon work space, Adobe, Microsoft word, excel, o ce and people skills. I enjoy helping people learn new skills. Identify
performance issues and help our new employees to be confident and knowledgeable to take those calls on the floor.
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Summary:
Dedicated and results-driven professional with a proven track record of excellence in the Federal Marketplace. Possesses strong leadership, communication, and problem-solving skills. Adept at motivating team members, resolving complex issues, and ensuring high-quality customer service.
Seeking to leverage experience and
commitment to quality to excel in a challenging supervisor role. Professional Experience:
WORK EXPERIENCE
Personal caregiver through BADD Personal caregiver through BADD — CNA 10/2015 to 06/201, Irvine Ky Administer bedside or personal care such as ambulation and personal hygiene care. Prepared and maintained progress report on client progress, services performed and reported changes in clients condition. Performed housekeeping duties such as cooking, cleaning washing clothes or dishes and running errands. Cared for individual or families during periods of encaptation, family disruption, providing companionship, personal care or help in adjusting into a new lifestyle. Performed healthcare related tasks such as monitoring vitals, medication, under the direction of a registered doctor. General Dynamics General Dynamics — CSR marketplace 09/2018 to 01/2019, Winchester Ky Help consumers enroll into insurance plans based on their income. Also updated any information that needed to be updated. Answered questions pertaining to enrollment and Data matching issues. Submitted escalations for appropriate issues.
Maximus Federal Maximus Federal — Dual CSR 01/2019 to 10/15/2022, Winchester Ky I do both Medicare and marketplace enrollments, also do 3 different OEP throughout the year. Also making sure bene’s understand their Medicare or Medicare Advantage plan. Am able to hear in their voice if they are having money issues and may need assistance through one of many state programs. Also submit proper escalations for issues that bene or consumer may have.
Dual CSR for Medicare and Marketplace (Maximus Federal) Winchester Ky
09/24/2019-10/15/2022(pearl beat Maximus on contracting bid we had no choice or notification of doing so. It was either be a pearl employee or out of a job.
Took both LOBS calls without a moment’s notice. Took calls regarding Original Medicare and advantage plans. I also enrolled consumers in the best plan to fit their needs.
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Tier 2 Representative, Federal Marketplace (Pearl Interactive Winchester Ky 10/15/2022- 02/01/2024
Provide expert-level assistance to Tier 1 representatives, addressing complex customer inquiries and resolving escalated issues with a focus on efficiency and customer satisfaction.
Act as a subject matter expert in the Federal Marketplace, staying abreast of industry updates and policy changes to ensure accurate and up-to-date information is provided to customers and team members.
Collaborate with management to develop and deliver training programs for new and existing staff, contributing to the continuous improvement of team performance and knowledge base
Consistently exceed performance metrics, including quality assurance scores, customer satisfaction ratings, and resolution times, demonstrating a strong commitment to excellence and continuous improvement. Hunt’s Contracting Hunt’s Contracting — Co-owner 09/2012 to Present, Irvine Ky Use computers for various applications, like for payroll, ordering materials for the job, making appointments to do a bid on a job and customer information as to what is being contracted or constructed. The programs include excel, word, adobe and faxing apps. Collect and deposit money into accounts, disbursement’s and ensure accounts are balanced. I have conducted interviews for applicants, drug screens and background checks for new workers. I have managed a team of 38 men. Insuring they are doing the task correct and are doing their job they was assigned. I also hire and unfortunately have had to re. Hunt’s Contracting has built many known locations. Including Michaels restaurant in Irvine and does all the police station work(in Estill) that’s just naming a few. Our company builds from the ground up and continues to thrive. EDUCATION
Owsley Co. High School Owsley Co. High School — high school diploma 08/1998 to 06/2000
Lee Co Vocational School Lee Co Vocational School — SRNA 01/2002 to 02/2002 I was able to work as a certified nursing assistant and still have my CNS license to this day.
HCTC Online HCTC Online — criminal justice 01/2008 to 01/2009 I only completed 3 semesters due to my sister passing away and taking on the responsibility of raising her children as well as mine. 3
Skills:
Active Listening Reading Comprehension Time management Service Oriented Social Perceptiveness Monitoring
Excellent communication and interpersonal skills
In-depth knowledge of Federal Marketplace operations
Problem-solving and decision-making abilities
Training and development
Quality assurance and performance metrics
Certifications: all kinds of awards/certificates from CCO and CMS for being top in my CSR in my site.
Customer and Personal service Coordination Active Learning Quality Control Sales and Marketing Judgement and Decision Making Percision Complex problem solving.
REFERENCES REFERENCES
Celena Parker CEO of Liberty Center 513-***-****
Dr. David Wrede ER doctor at the VA 859-***-****
Leah Wiseman 606-***-**** caretake
Dr. Colleen Ryan
Ethan Shores (Army reserve)
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