Customer Service Representative
Resume:
Michelle Griffey
Spokane, WA *****
********************@***********.***
To obtain employment and further my knowledge in the Customer Service Industry Authorized to work in the US for any employer
Work Experience
PBX Switchboard Operator
MultiCare Health System - Spokane, WA
September 2021 to May 2024
• Answering and transferring calls to departments and bed sides.
• Over heading emergency codes in a time sensitive manner.
• Setting up daily on call sheets throughout the week.
• Worked on both Cisco and CxOne systems.
Customer Service Representative
Sound Telecom - Spokane, WA
September 2020 to May 2021
• Answering and taking messages for numerous companies both during business hours and after hours.
• Dispatched emergency information to on call workers after hours.
• Typing over 35 wpm
• Some appointment setting as well.
Customer Service Representative
Liberty Mutual - Spokane Valley, WA
March 2020 to May 2021
• Confirmation of coverages for both home and auto policies
• Taking payments over the phone
• Sending policy documents and auto ID cards to named insured
• Assisting with technical operations of right track mobile app
• Assisting with technical operations of online account services
• Making updates to customer information
Customer Solutions Specialist
Guardian Life Insurance - Spokane, WA
August 2019 to January 2020
• Confirmation of Benefits and Coverages
• Confirming status of enrollments and evidence of insurability
• Requesting and sending Eligibility reports for group plans
• Working with Plan Holders, Brokers and Channel Partners for group plans
• Assisting with pre-registration on Guardian website for customers
• Resetting passwords for customers
• Billing status and explanation to customers
• Strong practices in HIPAA Law guidelines
• Ordering and sending ID cards for Dental and Vision as well as Benefit Summaries, Cert Booklets, Renewal Packages, and end of year reports.
Inbound Contacts Representative
Humana Inc
June 2018 to June 2019
1
• Using Genesis to schedule and cancel appointments for patients at MTFs (multiple clinics).
• Practice HIPAA laws for verifying patient information upon call in
• Coordinate in a professional and courteous manner, with patients and clinic staff to resolve patient issues and concerns.
• Input telephone consults in Genesis to the physicians enabling patient/provider contact on medical issues and concerns
• Verify patient eligibility through DEERS, confirm Tri Care status in CRIS, update patient demographics in Genesis
• Schedule per protocols, Negotiate appointment date and time
• Use Genesis to track and schedule referral appointments to the specialty clinics at the MTFs.
• Working with Powerchart to access referrals and patient appointment history Auto ILR Claims Associate
State Farm Auto ILR - Tacoma, WA
February 2017 to May 2018
• Filed claims on motor vehicle both with insured and claimant
• Established liability
• Explained coverage to Insured clients
• Set up assignments to repair facilities
• Set up assignments for rental vehicles
• Held claim adjuster's licenses for several states
• Work with Loss intake Tool as well as ECS
• Able to multi- task while giving great customer service to customers Customer Service and Sales Specialist (CSSS)
Equity Residential - Joint Base Lewis McChord, WA
September 2013 to February 2017
• Maintain daily report for work orders
• Creating and dispatching routine/emergency work orders
• Scheduling work orders on Technicians calendars
• Maintain communication between JBLM residents and technicians
• Make reservations for JBLM community centers
• Creating reports in Excel
• Maintain end of day closing procedures
• Conflict resolution for residents
• Advise residents of maintenance and housing policies
• Assist incoming military families with housing applications
• Answer question about housing neighborhoods for those looking to obtain on post housing
• Maintain creating and closing work orders for Eden Pest Control
• Maintain deficiency log and schedule deficiency repairs for Eden Pest Control
• Type 45-50 wpm
• Data entry
• Maintaining Renter's Insurance was up to date per household
• Coordinated Move in's and move out's.
• Accepted payments and wrote receipts for payments coming in from soldiers and spouses HR Manager/Dispatcher
Answering Solutions - Tacoma, WA
October 2010 to August 2013
• Maintained monthly survey report for Joint Base Lewis McChord
• Dispatched emergency maintenance orders for JBLM
• Maintained communication between JBLM technicians in emergency situations
• Took routine maintenance calls for JBLM after hours
• Managed office staff of 8 employees
• Data entry/10 key entry
• Took messages for a variety of different companies
• Made medical appointments for chiropractic and allergy clinics
• Dispatched tow truck drivers for WSP, PCS, and KCS
• Type 45-50 WPM
• Bi-monthly reports for billing purposes
• Processed payments by credit card and logged ledger Dispatcher/Front Desk Clerk
Springs, CO - Colorado Springs, CO
June 2006 to December 2008
• Assigned company drivers vehicles and duties.
• Scheduled reservations for repeat and new incoming customers.
• Monitored care and maintenance of incoming and outgoing vehicles.
• Interviewed and screened potential new employees.
• Trained incoming dispatchers.
• Collaborated on a trainee manual with the Vice President of the company.
• Confirmed rides for next day runs by contacting each scheduled customer.
• Accessed billing system for paying customers by way of credit card.
• Handled all of the incoming calls and answered any questions that came in.
• Utilized fax machine and copy machine.
AOL Billing Operator
ICT Group - Spokane, WA
September 2002 to October 2003
• Directed incoming calls to the proper department.
• Fielded calls from trouble customer.
• De-escalated customer complaints
• Trained incoming operators.
• Accessed billing information and processed payments
• Accessed work station by way of Internet Explorer. Telephone Operator
Bestline Answering Service - Spokane, WA
March 2000 to August 2002
• Transposed messages from incoming callers into data base.
• Retrieved messages from data base and relayed them to account holders.
• Handled medical messages in confidential and timely manner via cell phone/pager. Telephone Operator
Sound Telecom - Spokane, WA
May 1999 to January 2000
• Transposed messages from incoming callers into data base.
• Retrieved messages from data base and relayed them to account holders.
• Handled medical messages in confidential and timely manner. Telephone Operator/Supervisor
Courtesy Communications - Spokane, WA
April 1994 to May 1999
• Help set up new accounts
• Transposed messages from incoming callers into data base
• Retrieved messages from database and relayed them to account holders.
• Handled medical messages in confidential and timely manner.
• Conducted weekly reports from database on CAD/COM system.
• Dispatched police and towing companies to previous locations.
• Supervised duties for a team of 8 operators.
• De-escalated customer complaints.
Education
High school diploma in Sociology/Psychology
Pierce Community College - Puyallup, WA
June 2009 to 2010
Skills
• 10 Key Data Entry
• Medical Scheduling
• Customer service
• Multi-line Phone Systems
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