Remote Customer Service Representative

WORK HISTORY

Cherry Street Mission Ministries-current employment

Peer to peer support to people living in homelessness.

Computer use requirements to complete assessments and enrollments into Cherry Street Mission

Advocation for individuals to receive resources such as work force training and housing needs.

HIPPA requirements

Work Gap-

Certification Training 11/2023-February 2024-Peer Recovery Support Specialist-Toledo Ohio

Remote classroom to complete through Ohio’s eBased Academy 12 teaching modules required by Ohio SAMHSA. Mandatory group classes to begin January 26, 2024. The last class is February 23, 2024.

Sunfire Services – Remote Customer Support Advocate Contract

June 2023 to November 2023

Worked directly with Medicare Advantage agents and recipients ensuring the recipient fully understood the plan they were enrolling in.

Advocated for the recipient in any situation they were not comfortable with.

Stayed within the boundaries of advocacy and adhered to all HIPAA requirements.

Professionally managed all calls with attention to detail and accurate documentation.

Created lasting relationships with Business Partner agents.

Handled every situation giving my full attention with compassion and transparency.

Always maintained above average performance metrics

Multi-tasked during each interaction with several different computer applications open and in use.

Awarded in Strong ability to remain calm, professional, and kind in adverse situations through Quality Assurance and metric requirements.

Completed Health Assessments and provided needed resource information to recipients with needs to meet life's daily necessities.

Familiarity with CRM platforms

MetLife-Group Dental (contingent/contract worker-Hays Solutions)-Customer Service Representative Remote

10/24/2022-03/24/2023

Group Dental inbound customer service for employees and dental providers

Support customer inquiries and insurance policy needs by answering questions regarding coverage, rates, billing issues and general policy review.

Strong ability to demonstrate empathy while maintaining first call resolution.

Product and benefit knowledge-offer of alternative products to support individual needs of customers.

Strong communication skills both written and oral

Ability to navigate multiple computer systems.

Currently licensed in Life Insurance-with a strong interest in Property and Casualty-willing to obtain and maintain license.

Opportunity Driven

Work Gap-Relocation from Seattle Washington to Toledo Ohio

Tri West Healthcare Alliance-Customer Service Representative-Remote

08/2021-06/2022

Remote position providing customer care to Veteran’s seeking healthcare services outside of the VA’s clinics and medical centers.

Active listening skills required to assist with assessments needed for the appointing team.

Adaptability from call to call requiring use of Job Aids and the need to use dual monitors.

Time management skills-performance ratings determined by Metric grading.

Multi-tasking while conversing with customers.

Creative problem-solving skills

Cross training to the Phase Appointing processes of phase 1 and 3

Maintained HIPAA and privacy requirements

Confirmation of payment, refunds, etc.

Resolve payment and order disputes.

Operate live chat.

Explain products and benefits.

Maintain up-to-date knowledge of customer accounts.

Customer Support

Independent Remote Customer Service Contractor

12/2020-08/2021

MMC Group HIPAA/COVID 19 Vaccination Hotline (Maximus-contract for the CDC)

Millennial Services Customer Retail Support and Services (Sporting Goods)

Arise Platforms -Roadside Assistance for Agero

Synergy Home Care-Human Resource Manager/Recruiter-

8/2019-12/2020

Applicant tracking system-ERSP, Care.com, Indeed

Recruiting coordination

Full Cycle recruiting

Human Resource Management

Creation and implementation of policies

Create and maintain employee files.

Compliance enforcement

Disciplinary decisions including termination.

Maintained knowledge of employment laws.

Customer support and service

Certified Nursing Assistant-11/1999 through 08/2019

Independent Home Health Care Provider for Elderly, Disabled and Hospice Clients

Advocate for the vulnerable population I worked with

Provided community resource information and activities.

Through Collaboration, with care team members, we produced continuity and quality of life for our clients.

Acted as liaison between clients, family members, medical team members, pharmacies, counselors,

Created and implemented care plans.

Educated clients and their family members on the value of harm reduction. These practices often focused on mental health needs to minimize isolation and safety measures taken for those who were prone to falls and other accidents.

Promoted the importance of self-care to our clients, family and care team members through example and education

Personal Assistant and Home Care Services 7/2007-8/2019

Certified Nursing Assistant

EDUCATION

GED

Certified Nursing Assistant-Washington

Life Insurance License Ohio

Contact this candidate