Customer Service Call Center

Marla J. Matt

Westerville, OH 651-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Current Medical Billing/Electronic Health Record student with several years of experience in customer service and/or call center environments under diverse industries, including expertise in Talent Acquisition and Office Administrative roles.

AREAS OF EXPERTISE

*Call Center Environments *Customer Education *HR Functions

*Customer Service *Team Collaboration *Organizational Skills

*Quality Assurance *Supervision *Microsoft Office

*Office Administration *Talent Acquisition *Training & Development

EDUCATION

Columbus State Community College Columbus, OH

Certifications-Bookkeeping 2016, Office Specialists 2016, Computer Literacy 2018, Microsoft Office Word 2013, Microsoft Office Excel 2013

Western Michigan University Kalamazoo, MI

Bachelor of Business Administration; Minor in Computer Information Systems Graduated

PROFESSIONAL EXPERIENCE

Health Insurance Care Coordinator Quantum Health, Dublin, OH

2021-2023

Provided exceptional customer service through inbound/outbound calls, email, and the company's electronic chat system

Offered empathetic and individualized member guidance; work included verifying benefits; creating authorizations for treatment based on the member’s health plan

Answered inquiries regarding claims, benefits, eligibility, provider searches, and other health-related questions, alongside asking probing questions to recognize additional needs

Acted as an advocate for members by communicating with network liaisons, medical and finance staff at hospitals and physician’s offices as an advocate for our members; Investigated billing discrepancies and claim issues

Worked in close collaboration with nursing/medical staff and identified when a member should be connected with an internal nurse

Participated in business growth projects involving Third Party Claim Administrators regarding claim processing, claims denials, and claim appeals.

Assisted new employees in a smooth and enjoyable journey with the Human Resources Department

Promoted to Electronic Patient Chat Advocate with members

Customer Service Claims Representative Safelite Auto Group, Dublin, OH

2021-2021

Received inbound/outbound calls from policyholders, insurance agents, and/or shops inquiring about filing insurance claims for auto glass damage and/or other damages

Accurately entered loss information, verified insurance coverage & deductible amounts

Determined the extent of damage to schedule appropriate appointments & select the proper parts needed

Assisted customers in scheduling appointments with Safelite or other auto vendors based on glass or auto damage

Provided high-quality customer service to support Safelite’s mission

Customer Service Internet/Phone Repair Spectrum/Charter, Columbus, OH

2020-2021

Troubleshot and resolved technical cable and video service issues, including repair, billing, and accounts by inbound/outbound calls.

Tech-savvy problem solver multitasking with patience to uncover customer needs, answered questions and left a positive impression

Customer Service Health Advocate A1A Aetna Health, New Albany, OH

2019-2020

Provided high-quality health insurance solutions with customer-focused inbound/outbound calls using knowledge of company and industry procedures and systems to meet and exceed customer expectations

Front-line health advocate provided personalized, premium, and proactive member experiences by contacting providers regarding member’s claims and bills.

Communicated with the internal claim department to resolve medical claims for processing.

Provided members with their health benefits, rights, and responsibilities, claim status information, benefit coverage, plan eligibility, dental, vision, pharmacy, care management, onboarding, and available health resources

Multitasked, prioritized, and effectively adapted to a fast-paced, changing environment

Fraud Prevention Specialist/Customer Service Discover Financial Services, New Albany, OH

2019-2019

Serviced 50-70 daily inbound calls from the customer; completed necessary fraud verification, including caller authentication and transaction verification, while utilizing excellent customer service skills

Problem-solved cardmember inquiries regarding fraud or security-related concerns

Collected extensive evidence for fraud reports when the customer confirmed unauthorized account activity

Met required Discover Financial Services fraud call representative performance and compliance metrics

Developed and directed internal team chat with six co-workers to promote ongoing professional learning

Diversity Peer Educator Columbus State Community College, Columbus, OH

2018-2019

Collaborated with three co-workers to educate and develop opportunities for faculty, staff, and students that enhanced the college’s collective cultural competence in supporting the needs of a diverse student population of 27,000

Facilitated, led, and audited the SafeZone LGBTQ+IA campus workshop with 20 faculty and staff members

Testing Assistant-Academic Testing Columbus State Community College, Columbus, OH

2017-2017

Received and cataloged all test materials in the Testing Center; maintained an inventory of testing supplies

Secured all tests and administered tests as prescribed by faculty and staff

Provided regular outgoing communication regarding Testing Center procedures and updates

Executive Assistant to CEO Boys & Girls Clubs, Columbus OH

2016-2017

Provided executive, administrative, organizational, and developmental support to the CEO, Board of Directors, and Senior Leadership Team

Assisted CEO with daily administrative duties and completed a wide variety of administrative tasks that included managing an active calendar of appointments, composing and preparing correspondence, arranging complex and detailed travel plans, itineraries, agendas, and meeting documents

Assisted the Human Resources Supervisor with employee pay and screened onboard candidates using Enterprise Advantage screening services

District Recruiter (United States Navy) Minneapolis, MN/Columbus, OH

2010-2013, 2003-2007

Primary responsibilities included conducted interviews as part of recruitment, facilitated the Armed Forces mental and physical testing, and counseled applicants regarding job placement

Qualified, mentored, and prepared 500 applicants for U.S. Navy Preparatory School

Achieved superior recruiting metrics while attaining high-quality assurance of applicants covering Minnesota, Iowa, North Dakota, South Dakota, and Ohio

Command Human Resource Specialist (United States Navy) in Various Locations around the world

1993-2003, 2007-2010

Supervised 40 associates in the Human Resources Department

Advised, counseled, and informed 5,000 personnel regarding career training, requirements of a promotion, employment rights, and benefits of military personnel and their families

Prepared financial accounting reports and assisted U.S. Navy families regarding housing, insurance, and payroll matters

Single-handedly developed a monitoring and tracking system to ensure transportation arrangements for 320 personnel deploying to the Middle East

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