Customer Service Rep
Resume:
CARLA LOTT
Senior Customer Care Specialist
Objective: Effective Customer Service Rep with 10+ years of experience assisting customers using active listening and customer needs assessment to offer targeted solutions. Skilled in both individual and team roles, with expertise in training and mentoring new staff on company objectives. Dynamic professional with mentoring and coaching skills. Committed to finding effective solutions that improve customer relationships.
CONTACT
PHONE:
EMAIL:
*************@*****.***
SKILLS
Billing
HR
Insurance
Payroll
Supervisor
Microsoft Office
Problem-solving abilities
Senior leadership support
EDUCATION
Franklin D. Roosevelt
High School Diploma
WORK EXPERIENCE
MCKESSON PHARMICUTICAL Customer Service Rep
November 2023 to January 2024 (contract)
Received inbound call 30 or more per day.
Efficiently by identifying problems, researching solutions, and following up on outcomes.
Submitted refill request.
Gather needed information to complete enrollments or complete reenrollments.
Track packages with patient’s prescriptions.
ILLUMIFIN Customer Care Specialist II
May 2020–Sep 2023
Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
Created detailed documentation of all customer interactions and transactions.
Developed strategies for improving customer satisfaction ratings through surveys and feedback forms.
De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Maintained high satisfaction rating with customers by providing exceptional service and support.
Resolved billing and service issues for Long Term Care Insurance customers.
Followed up on emailed or web-submitted customer inquiries within standard response times.
CSC SERVICE WORKS Customer Service Rep (senior)
Feb 2018 – May 2020
Billing for accounts,
Answered 120 calls per shift,
Scheduled appointments for repairs, pickups, and deliveries,
Assisted other reps in chat,
Took payments for accounts,
Informed customers about billing procedures, processed payments and provided payment option setup assistance,
Interviewed customers regarding service issues and reported feedback to management team,
Answered customer questions and addressed concerns, resulting in reduction in complaint calls,
Escalated customer concerns, store issues and inventory requirements to supervisors.
DEBTAG HOME HEALTH SERVICE INC Asst Administrator
Apr 2017 – Jul 2018
Billing for several Insurance providers,
Completed Initial Intakes and Annual,
HR payroll specialist,
interviewed potential employees,
VESTA Program,
reviewed incoming paperwork such as contracts and letters for accuracy and relevance,
Managed computer databases, physical file systems and required logs.
ASSURANT Cust Service Rep
May 2016 – Jul 2018
Setup sooner service requests and made follow up calls,
Received calls from new home buyers and registered appliances,
Authorized goodwill for parts and labor concession for out of warranty appliances,
Deescalated supervisor calls.
Maximus Case worker
June 2015 to Spetember2015
Provided medical appointments for veterans.
Made outbound Call to Providers and Veterans for Dr.’s appointments.
Approved and cancelled Authorizations.
Provided instructions to providers on how to file claims.
HMS Insurance verification Specialist
September 2013–June 2015
Verified health, dental, vision coverage.
Maintained logs of completed work assignments.
Obtained referrals when patients were not covered.
Updated patient information. Handling payments for services when not covered by insurance.
Aetna Insurance/ Medicaid Claims Analyst
September 2013–June 2015
Inbound calls from providers about claims they have submitted.
Transmitted claims for payment and further investigation.
Contacted providers and other persons to obtain missing info.
Calculated claim amount. Reversed payments.
Returned calls from the Inspector general about possible fraud cases.
Maintained knowledge of current claims processing guidelines, industry standards and client expectations.
References Available Upon request.
Contact this candidate