Customer Service Representative

Q’juana Amos

Tampa, FL ***** 813-***-****

*********@*****.***

CUSTOMER SERVICE REPRESENTATIVE

Customer service professional with a demonstrated commitment to providing incredible service for the past 8 years. Strong communication skills to listen to a customer’s problem and suggest acceptable solutions. Quick and thorough decision maker with the ability to resolve customer concerns while keeping everyone satisfied. Dedication to keeping skills and knowledge up to speed by learning new computer software, working with innovative customer service approaches and being part of a team of knowledgeable colleagues. Provide the customers with guidance and information. Answering inquiries, giving instructions, promoting products and services and solving complaints.

SKILLS

Customer Care Expert

People Management Skills

Multitasking in Hectic Environment

Showing Empathy

Software Troubleshooting

Excellent Communication

Active Listener / Energetic

Ability to Deescalate

Excellent Time Management

Customer Service Practices

Familiarity with company products

Adhere to administrative procedures.

Work under pressure

Initiative and self-motivation

Proven ability to manage conflict and escalated customer issues

EMPLOYMENT HISTORY

ELEVANCE HEALTH OCTOBER 2021 – SEPTEMBER 2023

CUSTOMER SERVICE REP 11/PROVIDER B, Tampa, FL

Enter authorizations that are auto approved or pending for clinical review.

Enter ICD10 codes to initiate Authorizations.

Fax approval and denial letters for medical authorizations.

Auth types: OB Global/ Notification, Initial enter of Emergency Inpatient Admissions, One-time sick visits for participating providers.

Non-Par Observations, Boarder Baby, NICU admissions.

UNITED HEALTH GROUP/LHI, OCTOBER 2018 – JULY 2021

TIER 2 MEDICAL SERVICE COORDINATOR, Tampa, FL

Scheduled, rescheduled, and canceled appointments based on patient's and staff's availability for the VA regional Office for veterans Compensation and Pension Claims.

Completed phone calls - veterans and health care providers - identified assistance type; completed documentation to track provider and veterans’ concerns.

Resolved veteran concerns - navigated through complex computer systems, identified issue and provided appropriate resolution.

GENERAL DYNAMICS, OCTOBER 2017 – OCTOBER 2018

CUSTOMER SERVICE REPRESENTATIVE/MEDICARE/TIER 1 CLAIMS, Riverview, FL

Actively assisted Medicare Beneficiaries with applying for Medicare - explained Premium, Copays, deductibles, coinsurance amounts, Explanation of Benefits (EOB’s).

Compared, enrolled, disenrolled and switched current Health Insurance plans.

ALORICA, INC., MARCH 2016 – MAY 2017

CUSTOMER SERVICE REPRESENTATIVE, Tampa, FL

Served as Certified Bing Support Agent - Used Microsoft Word, Excel and PowerPoint.

Deactivated and created new accounts, demonstrated strong people skills, performed active listening while building rapport.

EMPLOYMENT HISTORY (CONT.)

ONE TOUCH DIRECT, JANUARY 2013 – JANUARY 2014

CUSTOMER SERVICE REPRESENTATIVE, Tampa, FL

Handled home, internet, and television service for Verizon Fios, answered on average about 45-70 calls per day, and managed billing and upselling with some retention and financial services.

HIREGY – TEMP AGENCY – (SEASONAL), JANUARY 2014 – APRIL 2014

CUSTOMER SERVICE REPRESENTATIVE, Tampa, FL

Assisted consumers with application for the Marketplace, provided outstanding customer service to these consumers, and answered phone inquiries about proof of insurance for the year.

EDUCATION LICENSURES

Bing Ads Accredited Professional, March 2016 to Present

Licensed Account Manager for Bing Ads Advertisers, Alorica, 2016

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