Customer Service Quality Assurance
Resume:
J. Pugh
Columbus, GA *****
******.**@*****.***
Profile
Project Coordinator-Customer Care-Claims Representative
Certified Customer Service and Quality Assurance Specialist with over 20 years of experience within the clerical field. Possess a high degree of accountability with above average organizational skills. Reliable, dependable, and self-motivated with a keen eye for detail. Processed claims proficiently with minimal supervision, assuring accuracy within a timely manner.
TECHNOLOGY SKILLSET
Windows 10, Windows 3.1, 95, 98, NT & XP – VISTA Mail - Microsoft Word, Excel, & PowerPoint – SharePoint - WordPerfect – Word – Publisher – Notebook - Pronto E-mail – GroupWise AR MEd next. Alyce, Facets- Claim Processing E-mail – Outlook E-mail - TCP/IP User Mail for PC NFS – BCAS (Base Contracting) – Sperry – WANG - ArcView (software for designing maps) – MUPS (Municipal & Utility Package Software) – BANNER Software Package – STI and OASIS (Student Database) – AS400 (supply ordering/tracking) -
EXPERENCE
SGS, Remote, Columbus, Ga
Intake Coordinator/Customer Service Representative
2/ 2021-Present
Assisted with coordinating pre- authorizations received from physicians
Updated client information as needed
Responded to inquiries related to medical information
Dish Network, Remote, Columbus, Ga
9/2019-2/2021
Customer Service
Managed policyholder account information
Answers to inquiries related to pricing and packaging
Accepts monetary transactions
Ensures professionalism with each call
Sykes, Remote, Chicago Illinois
6/2017-11/2018
Customer Service
Responded to customer inquiries
Accepted monetary transactions
Followed up to with researched information via email
Aflac, Columbus Ga.
6/2011-2/2017
Customer Service/ Claims
Manage policyholder insurance policy inquiries
Assists with the managing and processing of claims
Assists with processing payments
Analyze and verify proper claim processing
Identify ICD-9 Coding for accurate benefit processing
Accounts Receivable administrative duties
Investigated and resolved payment discrepancies
Capital One/GreenPoint Mortgage, Columbus, GA
5/2005 – 6/2010
Customer Service/Call Center Monitor
Maintained quality control/satisfaction records, constantly seeking new ways to improve service
Collaborated with monitoring team for redundant task resulting in a reduction of cost
Managed consumers mortgage loans
Monitored inbound and outbound calls handling 100 plus accounts daily
Alleviated delicate situations with professionalism and sensitivity
EDUCATION
Purdue University Global
Master of Science in Health Education – February 2025
Master of Science in Human Services – February 2022
Bachelor of Science in Human Services in Youth/Family Service Administration – February 2020
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