Service Representative Customer
Resume:
Diana Grubbs
Aberdeen, WA *****
*********@*****.***
Adaptable / flexible and energetic Customer Service Representative with a demonstrated history of success as a professional dedicated to Service Excellence and committed to continuously going beyond average expectations. Consistently adds value by:
• Generously sharing information and techniques to empower team members;
• Caring about the particular needs of individual customers as well as team success;
• Producing accurate, completed work as team member or individual contributor;
• Streamlining tasks and project-related processes, and creating innovative solutions;
• Communicating effectively at all levels: maintaining composure in demanding situations; delivering complex information in easily understood terms; listening for unspoken questions and/or underlying meanings; exerting gentle persuasion to achieve goals. Background: Health Insurance; Third Party Benefits Administration; Internet Services; Wholesale Office Products; Distribution; Fundraising, and Retail.
Functional Competencies
Ability to quickly understand and apply proprietary software MS Excel Outlook Express / Email Internet Research MS Word Internet Explorer Authorized to work in the US for any employer
Work Experience
Customs Brokerage Representative
Carson Customs Brokerage USA - Blaine, WA
May 2022 to October 2023
Customs entry writer for small brokerage located in Blaine, WA Customs Brokerage Representative II
UPS Supply Chain Solutions - Auburn, WA
February 2019 to May 2022
Administrative Assistant II
Pinnacle Technology - Parsippany, NJ
December 2018 to February 2019
General administrative responsibilities including preparation of reports using various software packages and databases, compilation of information from various sources and handling small scale projects. Benefits Consultant
TotalMed Staffing - Milwaukee, WI
August 2018 to September 2018
Attended benefit fairs to facilitate open enrollment for WEA Benefits Service Representative
PARKER STAFFING - Seattle, WA
March 2018 to May 2018
• Answer phone calls from employees and retires regarding health insurance eligibility, enrollment and and pension commencement.
• Process outgoing mail and returned mail.
• Process death reports.
• Utilized internal databases and information systems as research tools. Senior Customer Service
ZENITH AMERICAN SOLUTIONS, INC - Seattle, WA
June 2015 to January 2017
Senior Customer Service Representative
• Effectively responded to 60-75 incoming calls per day; answered simple to complex questions dealing with health insurance benefits and eligibility from employers, participants, retirees, insurance carriers and health care providers for 7 labor unions in the Seattle metro area.
• Responded to non-technical questions on pensions; transferred callers to pension team for pension estimates and to initiate pension commencement.
• Utilized internal databases and information systems as research tools. Benefits Service Center Analyst
UNITED STATES STEEL & CARNEGIE PENSION FUND - Pittsburgh, PA 2013 to 2015
• Effectively responded to 60-75 incoming calls per day; answered simple to complex questions dealing with health insurance benefits, premiums and eligibility from retirees, insurance carriers and health care providers for retirees of United States Steel.
• Sent urgent updates to insurance carriers.
• Responded to non-technical questions on pensions; transferred callers to pension team for pension estimates and to initiate pension commencement.
• Utilized internal databases and information systems as research tools. Cobra Benefits Analyst
MORNEAU SHEPELL - Toronto, ON
2008 to 2011
Pittsburgh, PA office)
Analyzed health insurance, dental, vision, and flexible spending account as well as life insurance benefits. Executed administrative tasks and small projects. Routinely functioned as CBA troubleshooter, identifying problems and offering best solutions. Additional accountabilities:
• Composed brief, confidential (PHI) synopses of participant appeals and letters of denial
• Reviewed corporate client needs weekly to generate and disperse Cobra election forms, change and termination notices as well as End of Eligibility notifications and Certificates of Credible Coverage.
• Handled printing and distribution of daily Qualifying Event feed
• Efficiently categorized incoming communications from clients, participants, carriers, co-workers and General Cobra email box. Accessed Benefits OnLine and properly processed BOL information as well as appeals for Denial of Benefits. Cross-trained on all plans.
• Trained Call Center reps on Cobra eligibility.
• Identified core system issues; referred concerns for resolution Call Center: Customer Service Representative (Pittsburgh, PA office)
• Effectively responded to 60-75 incoming calls per day; answered simple to complex questions dealing with health insurance benefits, premiums and eligibility from employers, participants, retirees, insurance carriers for 11 clients.
• Rapidly processed change requests on Benefits Online.
• Sent urgent updates to insurance carriers.
• Responded to technical / non-technical questions on pensions; transferred Care Logs to Montreal for value estimates and to initiate retirement process.
• Utilized internal databases and information systems as research tools Education
High School Diploma
Yough Senior High School
Skills
• Benefits Administration
• Fundraising
• Human Resources
• Communication skills
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