Customer Service Representative

Yvonne McFarland

Email: ******************@*****.***

Phone: 567-***-****

Work Experience

June 14, 2010 – January 2023 Medical Mutual of Ohio Toledo, OH

Customer Service Representative

Responds and resolves every level of customer inquiry from responding to inbound call center inquiries, complex and escalated situations regarding the company’s health insurance products and services.

Research, resolves, and responds to complex, escalated and/or time sensitive customer inquiries through various channels such as telephone, written, email and face to face.

Works to build customer loyalty by ensuring the customer needs are met.

Balances workload and achieves maximum efficiency to ensure timely, complete, and accurate service philosophy.

Utilizes in-depth knowledge of claims adjudication, systems, and benefits to identify and resolve problems affecting the customer.

April 2004 – March 2010 HBS, an SXC Company Warminister, PA

Interactive Support Specialist

Manage large accounts and multi-site pharmacies.

Troubleshoot claim submission and reimbursement issues.

Provide On-site virtual training.

Special projects to include backup up for internal departments.

IT support, file transfers and hardware troubleshooting

2002 – 2004 The Vitamin Shoppe Abington, PA

Sales Associate

Counseling of customers on nutrition therapy and assisting with retail purchases.

2000 – 2002 Express Scripts Horsham, PA

Customer Service Representative – Call Center

Filled Mail Order Pharmacy orders and processed insurance claims.

Correct and research discrepancies on members Accounts Receivable profiles.

1998 – 2000 Naval Air Station Medical Clinic Willow Grove, PA

Assistant Supervisor, Pharmacy Department

Supervision of Pharmacy staff members and delegation of duties

Filled medication orders and counseled active-duty personnel.

Provided EMT support and participation with after hour’s emergencies on base.

1997 – 1998 Naval Air Station Marietta, GA

Pharmacy Technician

Filling of medication orders and providing inoculations for active-duty personnel

Education

Associate Degree in Theology Studies, Midwest College of Theology – Toledo, OH June 14, 2017

High School Diploma Devilbiss High School – Toledo, OH June 1990

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