Customer Service Representative
Resume:
Richard Farthing
Experienced and driven professional
Jackson, WI 53037
*********@*****.***
Highly skilled, experienced and dedicated professional with over 20 years of experience in delivering exceptional customer service and product sales. Excellent communication and organizational skills with recognition for consistently achieving and exceeding customer satisfaction goals. Demonstrated ability to handle high call volumes while maintaining excellent service levels. Skilled in utilizing CRM systems and live chat platforms to optimize service delivery and streamline processes. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Service Manager
Hata House Investments-Dallas, TX
October 2020 to Present
Maintain superior knowledge of trading and venture capitalist products and services to deliver accurate information for inquiries.
• Lead and develop a team of customer service representatives that has grown from 3 to 11 individuals.
• Oversee pending leads, sales and service appointments, scheduling of 8k+ new and existing clients while improving client satisfaction.
• Reworked existing processes to improve customer retention by 11% and client satisfaction by 15%.
• Handle challenging deals left unresolved by the team and retain 85% of those clients.
• Actively monitor staff engagement and interactions with clients. Claims Analyst
Apex Systems-Richmond, VA
January 2021 to April 2021
(temporary assignment)
• Analyzed and processed front-end and back-end system edits for correct physician productivity and billing of claims increasing claims paid over $50k dollars.
• Analyzed and processed claims denied through clearinghouse.
• Reviewed and processed all designated insurance vouchers received, rebilling charges not paid and processing adjustments as needed.
• responsible for accurate and timely research of all providers claim inquiries according to policies, process instructions and system requirements and regulatory reporting. Customer Service Insurance Reviewer II
Express Professionals-Springfield, IL
October 2020 to January 2021
• Review and process all designated insurance vouchers received, rebilling charges not paid and processing adjustments as needed.
• Reviewed and adjusted claims as necessary to correct the patient's invoice increasing claims paid over
$30k.
• Provide excellent customer service.
Customer Service Representative
(CSR) Blue Cross Blue Shield-Alabama Employment Solutions Inc-New York, NY October 2019 to August 2020
The Customer Service Representative receives inbound calls from health plan members enrolled into Medicare, a Medicare Advantage Plan or a Medi-Gap plan.
• Assisting members with updating account information.
• providing coverage information, resolving issues, taking payments and providing research and information on claims and premiums and prescriptions. This is done with a 92% and higher quality control as well as 99% on all customer surveys.
• Update account information such as changes of address, updated banking information, explaining claims and coverages
• Educate members on how Medicare works with the Medi-gap plan as well as Medicare Advantage plans and stand surveys.
• Assist health plan members with inquiries related to their benefits and/or orders placed • Look up medicines on the formulary to verify if they are offered, and if a drug is not offered provide a
• Make concise and detailed notations as it pertains to member records Digital Aisle Customer Service Representative – Tier 1 Rural King/RK Guns-Mattoon, IL
May 2019 to October 2019
• Take customer phone calls for orders with general merchandise or firearms (70+ per day) • Reach out to manufacturers for answers regarding a customers’ order
• Respond to customer live chats (3 at a time w phone calls and emails) to provide order updates and tracking information
• Order management
• Track/open customer returns and refunds
• Communicate with coworkers to insure customers are handled in a timely manner Certified Sales/Support Professional
Global Empire (Walt Disney Travel Company)-Orlando, FL January 2014 to March 2019
• Answer Inbound guest calls regarding reservation needs, open customer accounts, maintain customer records and resolve product or service problems.
• Proficiently manage, interact, respond and coordinate efforts for guest resort reservations, dining packages, theme park tickets and all other recreational interests.
• Provide professional services by answering product and service questions, maintaining customer records,developing customer relations and coordinating travel needs.
• Contribute to Disney's team effort by accomplishing related results as needed while meeting performance requirements, i.e average handle time, guest satisfaction (maintaining 100% consistently), quality control and commitment adherence.
Licensed Support Coordinator
(Blue Cross Blue Shield) Solix, CMR LLC-Charleston, IL August 2012 to November 2013
Develop and maintain positive client relations and coordinate with various departments within the company to ensure client requests are handled appropriately and in a timely manner. • Utilize excellent knowledge of the organizations operations, products and services to gather all appropriate data to provide efficient and effective member services ensuring 100% accuracy of healthcare/dental application submissions.
• Manage a high volume workload in a deadline driven environment while resolving an average of 500 inquiries and applications per week, consistently meeting performance benchmarks. • Manage difficult and/or emotional customer situations, respond promptly to their needs, submit specific required paperwork and documentation and assist license advisers in the day to day healthcare insurance operations of the company.
• Research member inquiries from incoming calls. Key, process and adjust healthcare applications in accordance with policies and procedures with all monitors of calls at 100%. Education
MBA in Business
WESTERN INTERNATIONAL UNIVERSITY - Phoenix, AZ
May 1998 to May 2001
Bachelor of Science
EASTERN ILLINOIS UNIVERSITY - Charleston, IL
August 1986 to May 1991
Skills
• Microsoft Powerpoint
• Customer Service
• Customer service
• Data entry
• Phone etiquette
• Customer relationship management
• Medical terminology
• Sales
• Live chat
• Leadership
• Salesforce
• Microsoft Outlook
• Computer skills
• Windows
• Negotiation
• CRM
• Relationship management
• Call Center
• Customer Support
• Negotiation
• HIPAA
• Sales (10+ years)
• Mac OS
• Zendesk
• Time management
• Customer support
• CRM software
• Risk management
• Insurance sales
• Personal assistant experience
• Computer literacy
• E-commerce
• Microsoft Word
• Medicare
• Inside Sales
• Google Docs
• ORGANIZATIONAL SKILLS (10+ years)
• CSR
• Organizational skills
• Communication skills
• Loan processing
• Account Management
• Cold calling
• Help desk
• Documentation review
• Salesforce
• Account management
• Inside sales
• Financial services
• Technical support
• Microsoft Excel
• Document management
• QuickBooks
• Sales support
• Analysis skills
• Business development
• English
• Administrative experience
• LEADERSHIP SKILLS (10+ years)
• Training & development
• Office experience
• Order management system
• Data Entry
• Typing
• Banking
• Sales Support (10+ years)
• Event Planning
• Customer Care
• Community health center
• Communication skills
• English
• Medical terminology
• HIPAA
• Documentation review
• Live chat
• Insurance sales
• Customer service
• Inside sales
• Administrative experience
• Typing
• Personal assistant experience
• Google Docs
• Zendesk
• Document management
• Salesforce
• Account management
• Windows
• QuickBooks
• Sales
• Community health center
• Communication skills
• Medical terminology
• HIPAA
• Documentation review
• Typing
• Live chat
• Customer service
• Personal assistant experience
• Conflict management
• Inside sales
• Help desk
• Zendesk
• Google Docs
• Financial services
• SharePoint
• Microsoft Office
• Customer support
• Time management
• Citrix
• Order management system
• Negotiation
• Leadership
• E-commerce
• Relationship management
• Banking
• Analysis skills
• Customer relationship management
• CRM software
• Databases
• Organizational skills
• Phone etiquette
• Computer skills
• Computer literacy
• Basic math
• Information security
• Continuous improvement
• Financial management
• Business development
• VPN
• Risk management
• Management
• Accounts receivable
• Data entry
• Mobile applications
• Marketing
• Payroll
Certifications and Licenses
Driver's License
Assessments
Customer service — Proficient
February 2024
Identifying and resolving common customer issues
Full results: Proficient
Sales skills — Proficient
February 2024
Influencing and negotiating with customers
Full results: Proficient
Administrative assistant/receptionist — Proficient May 2024
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Customer focus & orientation — Proficient
February 2024
Responding to customer situations with sensitivity Full results: Proficient
Front desk agent (hotel) — Proficient
May 2024
Selecting hotel rooms based on requests and identifying errors in hotel data Full results: Proficient
Food service: Customer situations — Proficient
April 2024
Identifying and addressing customer needs in a food service setting Full results: Proficient
Work style: Reliability — Proficient
June 2023
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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