Service Representative Customer

* * * * * - S a p p

FELICIA SAPP

Phone: 718-***-**** Email: *******.****@*****.***

Education

Elizabeth Seton College, Westchester, NY

Major: Associate of Arts, 1984

Professional Skills

• Works well independently and as a team member to accomplish goals and objectives

• Excellent organizations, research and communications capabilities

• Strong organizational expertise; attention to detail, and demonstrated ability to succeed in demanding environment

• Well known for being thorough, getting things done, generating enthusiasm and increasing the quality of service

Professional Experience

Visitor Nurse Service of New York, New York, NY

Member Service Representative

September 2019 - Present

• Maintain customer account data with manual forms and digital information updates

• Review and monitor all open accounts following client’s guidelines

• Manage cases which entailed developing evaluations plans, qualitative and quantitative data collection and analysis.

• Provide consultation and technical assistance to patients on programmatic issues relate to claims

• Interview potential clients to verify eligibility and provide variety of services

• Evaluate customer information to explore issues, developed potential solutions and maintain high-quality service.

• Retain records and logs of all activities related to Medicare and Medicaid

• Collect data information and process for new clients

• Assist in developing needs assessment to support the patient’s application

• Prepare responses to inquiries and assist the team lead in responding to more complex oral and written inquires

• Verify medical coverage and ensure qualification account to policy 2 P a g e - S a p p

• Manage the day-to-day logistical operations to ensure policies and procedures of the Federal regulations.

• Plan, develop and provide guidance and assistance to clients Tunstall, Long Island City, NY

Customer Service Representative

May 2015 – July 2019

• Offered advice and assistance to customers, paying attention to special needs or wants

• Entered customer interaction details in computer to track requests, document problems and record solutions offered

• Plan, coordinate and identify problems and provide recommendations

• Evaluated customer information to explore issues, developed potential solutions and maintained high-quality service

• Contributed to company achieving and holding industry-leading customer service ratings

• Adhered to company policies and scripts to consistently achieve quality standards.

• Assisted the manager in all aspects of work, including strategic plans and objectives to achieve the company’s mission

• Trained new hires and mentor staff on new process and procedures

• Served as main point of contact for credits, investigation and price adjustments Metropolitan Opera-New York, NY

Customer Service Representative

August 2008 – December 2014

• Educated customers on promotions to enhance sales

• Advised and educated potential clients of various products

• Boosted sales revenue by skillfully promoting diverse options

• Adhered to company policies and scripts to consistently achieve call-time and quality standards

Processed orders, upselling and price-adjusting

• Contributed to company achieving and holding industry-leading customer service ratings

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