Customer Experience Service

Connie Nelson

Shelby, NC

Phone: 880-***-****

Email connie. ***********@****.***

Objective

‘A dynamic result orientated professional with over 20 years of experience in insurance, banking, and healthcare: making sure quality is the focus. Self-starter with a proactive attitude who excels in

challenging and competiive environments. Focused on consistently delivering results with integrity,

adhering to strict deadlines and providing an outstanding customer experience.

Ability Summary

Ethical conscience

Disciplined and goal oriented

Team player with strong attention to detail

Excellent communication writen and verbally

Contribute to a positive work environment

Strong analytical skills

Exceptional time management skills

Strong organizational and negotiation skills

Ability to collaborate, coordinate, and work independently

Employment:

Adult Medicaid Intake Worker 01/2024 - 05/2024

Department of Social Services, Shelby, NC

Accurately determined the eligibility of applications or recipients for assigned income

maintenance programs.

Interviewed clients to acquire information pertinent to the application process; provided

Information and answered client questions.

Researched and analyzed eligibilty factors and made critical decisions regarding the elgbilty of

federal and state programs.

Effectively communicated to clients of diverse backgrounds and educational levels how federal

and state regulations impact their individual situations.

Prepared and maintained extensive documentation of the evaluation and assessment process.

Maintained caseload to facilitate compliance with stale deadines.

Reported possible fraudulent activities to the Fraud Investigator.

Maintained a dally log of all programs, activities, and transactions.

Attended workshops and training sessions.

Customer Service Advocate 11/2016 - 11/2022

TTEC Company, Concord, NC

Banking

Answered inbound calls.

Submitted disputes for review as requested by members.

Updated personal information.

Answered questions concerning fees and services.

Monitored accounts like CD's, savings, and checking.

Used extensive training and experience to identify and prevent money laundering and fraud.

Relied heavy on knowledge of Regulation E to verify identity to prevent fraud.

Healthcare

Answered inbound calls.

Placed orders for medication.

Sent requests to Physicians offices for prescriptions.

Verified benefits of Medicaid and Medicare Insurance.

Located Physicians and scheduled appointments for clients.

Answered questions concerning status of prescriptions.

Contacted providers regarding bills.

Took payments over the phone.

Verified status of claims.

Case Manager/Quality Control 05/1999 - 05/2016

AXA/Equitable Life Insurance, Charlotte, NC

Reviewed 100% of work for eight individuals to ensure accuracy and compliance with the New York State regulations and guidelines.

Notified the individuals and management of any errors and trends in errors to identify training issues.

Provided training for coworkers on completing paperwork for replacement requests in accordance with New York regulations.

Reviewed all specs

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