Customer Service Representative
Resume:
SUMMARY OF QUALIFACATIONS
Prior military personnel administration experience
Ability to effectively work independently or in a team environment
Ability to meet employer's attendance policy
Ability to adapt to changing work demands.
Computer knowledge in email environments, Microsoft Word, Excel, Access, and PowerPoint
Can communicate effectively, written and orally, with a diverse group and individuals
Able to always maintain professionalism
Ability to adhere to information and data confidentiality
Able to work remotely in a virtual team environment
EDUCATION
Bryant & Stratton College, North Chesterfield, VA
Associate of Applied Science Degree, Human Resource Specialist GPA 3.90
Graduated Summa Cum Laude in December 2012,
Bryant & Stratton College, North Chesterfield, VA
Bachelor of Business Administration GPA 3.78
Graduated Summa Cum Laude in December 2016,
WORK EXPERIENCE
Customer Service Representative II (CSR 2) Call Center (Remote)
Maximus – Maryland Health Benefit Exchange (MD HBE).
Chester, VA
September 2023 – March 2024
Handle phone calls from consumers in a courteous and professional manner.
Handle customer service inquiries and problems via telephone.
Handle routine calls using standard screens, scripts, and procedures.
Handle situations which may require research according to the consumer’s response.
Use computerized systems for tracking, information gathering, and/or troubleshooting.
Provide research on questions using available information and resources.
Respond to consumers requests via phone.
Inform management of problems/trends.
Stay current with all systems, prepared responses, changes and updates.
Escalate calls as needed.
Maintain a high level of confidentiality, attention to detail and accuracy.
Maintain records of consumer responses.
Resetting consumer's password
Unlock consumer's HealthCare.gov account.
Recover consumer's email address.
Find consumer's username.
Help consumers change security questions.
Present and communicate Open Season information regarding benefits and rates.
Enroll or update consumer’s application.
Eligibility Specialist (Remote)
Maximus - Indiana Medicaid Eligibility Review Action (IN MERA).
Chester, VA
February 2023 – September 2023
Apply eligibility rules and regulations when evaluating information submitted by customers in support of continuing eligibility determination.
Check various system interfaces and exchanges to verify customer information.
Verify data, review case information, and prepare it for case disposition by the State Eligibility Consultant.
Reprocess applications, including case repair, and missing information responses in an accurate and timely manner.
Customer Service Representative PRQ/CSR
Maximus Federal
Chester, VA
October 2022 – January 2023
Handle phone calls from consumers in a courteous and professional manner.
Handle customer service inquiries and problems via telephone.
Handle routine calls using standard screens, scripts, and procedures.
Handle situations which may require research according to the consumer’s response.
Use computerized systems for tracking, information gathering, and/or troubleshooting.
Provide research on questions using available information and resources.
Respond to consumers requests via phone.
Inform management of problems/trends.
Stay current with all systems, prepared responses, changes and updates.
Escalate calls as needed.
Maintain a high level of confidentiality, attention to detail and accuracy.
Maintain records of consumer responses.
Resetting consumer's password
Unlock consumer's HealthCare.gov account.
Recover consumer's email address.
Find consumer's username.
Help consumers change security questions.
Welcome Desk Attendant
American Family Fitness Chester, VA
October 2012 – June 2017 - January 2022 – October 2022
Greet members and guests, implement guest policy
Monitor members check in by checking their membership card and photo id
Answer phones and direct all incoming calls appropriately take detailed messages and record all reservations
Collect and log fees
Prepare new member packets
Prepare and log status forms
Inform all members of upcoming activities, promotions, and policy changes
Contact this candidate