Customer Service Representative
Resume:
Lisa
Horn
Bristol, TN ***20
********@*****.***
To provide amazing customer service, assist, educate and resolve concerns with potential clients by actively listening to details. The ability to advance within a company by showing my dedication, loyalty, and motivation.
Skills
Switchboard (25+ years)
Customer Service (25+ years)
Adobe Acrobat Reader -Modify documents and assemble enrollment Prepare insurance packets to underwriting (1 year)
Word, Excel, Power Point, Access (25+ years)
One Note (3 years)
Medicare -Annual Enrollment Period – AHIP Certified
EXPERIENCE
JANUARY 2024 – PRESENT
Customer Service Representative
Teleperformance (2536 W State St, Bristol, TN 37620)
Project: EFTPS (Electronic Federal Tax Payment System) IRS Tax Payment Line
Processing Tax payments: answering questions, providing guidance, assisting with password/internet issues, education of what to do, who to contact, how to ensure information is correct and providing solutions.
AUGUST 2023 – DECEMBER 2023
Licensed Medicare Tele sales Agent/Inbound Sales
TTEC, Work at Home
Project: Point32 Health – Certified in 2024 AHIP
Selling Medicare supplement/Plans for the Annual Enrollment season; 2024 AHIP Certification.
Consult and present plans/supplements to new/existing Clients.
JULY 2023 – JULY 2023 (1099)
Life Insurance Agent
Globe Life Liberty National Division
Cold Calling; Verifying Leads, Creating Routes, Presentation to potential clients of benefits, completing 125 tax forms, signing up for benefits, submitting tax work documentation to management for signed clients and payroll deductions.
APRIL 2022 – JULY 2023
Sales Support Coordinator/Outbound Sales Representative/SME/ TTEC, Work at Home
Projects: Kaiser Permanente
Kaiser Permanente: Variety of Campaigns in Multiple Regions from East Coast to West Cost in the North America; Campaigns include Cold calling, Cold/Warm/Hot Leads; Qualifying variety of prospects; Responding by phone calls, and emails. Representing a Healthcare Insurance agency by understanding their products/services, locations, and information about non-qualified with information for individual/family with current information provided by website. Research, Pilot programs, Scheduling Meetings, Campaigns, and other various assignments directed by management. Support Licensed Sales Representatives by ensuring all the current requirements per region are reflected in enrollment/re-enrollment and quotes, flattening documents, proofreading, running quotes for various regions and putting insurance packages together.
JANUARY 2022 – MARCH 2022
Customer Service and Sales Representative / Advanced Call Center Technologies, LLC
Kingsport, TN
AT&T – Customer Service and Sales Representative: answer incoming customer concerns, billing, international roaming, and long distance; Sales on new products and services.
OCTOBER 2020 – DECEMBER 2021
Customer Service Representative/SME/ TTEC, Work at Home
Projects: BOA/CVS/SCDHEC/Progressive Auto
Bank Of America Prepaid Debit Cards: Issue a replacement or new card; Prepare documents for Western Union for emergency funds transfer; Suspend or freeze card; Update profile information.
CVS Pharmacy mail orders: Welcome season to help new and returning customers set up online accounts; Contact providers to verify correct medication/dosage/quantities are ordered; Verify packaging requirements for temperature sensitive medications.
South Carolina Department of Health and Environmental: covid vaccine appointment setter: setting/cancel/reschedule appointments for people for vaccines available in the area.
Progressive Auto Insurance Service agent: adding/removing drivers/vehicles, policy review, billing issues, set up autopayments with checking/card accounts; issues with rate increases; issues with claim information.
FEBRUARY 2020 – SEPTEMBER 2020
Customer Service Representative / Advanced Call Center Technologies, LLC
Johnson City, TN, and Work at Home
Check Fraud Claims – Filing claims, setting up new account numbers, updating profiles, filing complaints and escalations. Non-Fraud Move Money – Bank of America ZELLE (Cash transfer Service Application Domestic & International)
NOVEMBER 2019 - JANUARY 2020
Advocate / TTEC, Weber City, VA
Worked on the United Health Care Insurance project in the Medicare division – assisting senior citizens with their healthcare needs from scheduling transportation to and from their doctor appointments, mailing out insurance cards, explanation of benefits, help with accessing their information through their accounts and other questions.
JANUARY 2018 – OCTOBER 2019
Homemaker/ Home
Bristol, TN
Homemaker/Parent
EDUCATION/LICENSE
JUNE 2023 – PASSED STATE EXAM JUNE 2023 AND RECEIVED LICENSE JULY 2023 – CURRENTLY HOLD A NPN LICENSE IN HEALTH, ACCIDENT & LIFE INSURANCE
Health, Accident & Life Insurance License / XCEL Solutions (an STC Company)
DECEMBER 2007 - GRADUATED
Associate Degree in Business Administrative Assistant / Madonna University, Livonia, MI
DECEMBER 2000 – GRADUATED
Diploma in Legal Administrative Specialist /
Detroit Business Institute – Downriver, Riverview, MI
JUNE 1994 - GRADUATED
Diploma (majored in Secretarial) /
Taylor Center High School, Taylor, MI
Extra Circular Activities
Participation in walk-a-thons for cures/causes; Learning Spanish and Sign Language to gain a certification in both; Volunteer and blood donor.
Activities
Additional Information/Skills
Phone Systems
oAvaya/SIP
oHumanify
oAmazon
oCitrix
oCisco Finesse
Programs
oZoom
oMatter most
oPidgin
oMicrosoft Teams
oSRW/Thin Scale
oChrome
oGoogle
oKMS (Customer Specific Program)
oAdobe Acrobat Reader
Customer Service Representative/Collection Agent
Cold/Warm Calling
Follow up Calls/Emails
Communication Skills/Language Line Experience
Inbound and Outbound Customer Service Representative/Agent
Dual Monitor Experience
The ability to learn and apply computer programs and learning skills at a rapid rate.
Contact this candidate