Customer Service Call Center

Joan M. Chavis

Address: **** ******* ******** **.

Fuquay Varina, NC 27526-9254

Phone: 919-***-****

Email: **************@*****.***

PROFESSIONAL SUMMARY

● High motivated customer associate with extensive customer service and sales experience. Twenty years in fast paced customer service and call center environments. Personable and professional under pressure. Call Center Representative versed in customer support in high call volume environments.

● Superior computer skills and telephone etiquette. Marketing excelling at customer satisfaction and retention. Pre and Post-sales support specialist. Flexible and hardworking in deadline-driven environments.

● Friendly Sales Associate adept at working in diverse retail. Excellent communicator with 5 plus years in a demanding call center environment as a Customer Service Representative. Extensive background in conflict resolution and customer care.

● Patient and empathetic customer skills, while juggling multiple tasks and working under pressure.

● Broad industry experience includes Healthcare, Finance, and Legal. Self-starter with an aptitude for learning new tasks quickly. Over ten years of customer service experience drawing upon excellent communication and problem-solving skills and accurate data management. Excellent interpersonal skills; able to relate well with people from diverse backgrounds and cultures.

SKILLS

● Superior verbal and written communication skills.

● Exceptional attention to detail.

● Analytical thinker

● Proactive team player

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● Sales force knowledge

● Multi-line phone talent

● Web content

● Credit card processing

● Driven quick learner

● Composed crisis communication

EXPERIENCE

January 2016 - Present

TransAmerica Agency Network – Morrisville, North Carolina Insurance Representative

● Agent of the Month for May 2016. Represented TransAmerica with Clients, in person and via telephone.

● TransAmerica is one of the world’s top Financial Institutions in the USA, and abroad.

● The Carrier markets Life, Health, Retirement Planning, Legacy Planning, Estate Strategies, Disability Income, Business Needs Analysis, Annuities, and Long-Term Care.

● As a Representative I give our Clients and prospective Clients expert guidance and innovative solutions to help meet their financial goals and objectives. For Business and Personal current, and future needs.

● I advise the Clients via telephone, at their place of business, and the comfort of their homes. I review TransAmerica’s excellent array of Products through discussion, and with our great marketing tool of Brochures. I am available for the Clients based on their needs and schedule. Our time is their time, more importantly, outside of normal business hours. I maintain a highly professional and long-term respectful and warm relationship.

● I also assist Clients with any billing concerns, and help interpret any written communication they receive from Underwriting and New Business. I address all potential problems with premium paying, lapsed status, surrender requests; policy changes, and completes a yearly face-face annual review of their policies. 2

● As a compassionate Agent, I find the time to send personal greeting cards for all occasions that I’m aware of. I meet with their Family members to review their status as a beneficiary. I often stop by to simply say hello clients when I am in their neighborhoods, and to inquire about their welfare and that of their loved ones. If Clients require special forms to be submitted to the Home Office, I am responsible in getting the form to them, and faxing the form at their request. Clients are aware that my protocol is “no concern is too small for them to reach out to me.” As their personal Insurance Representative I recognize the value of great customer service, and the timely manner of acknowledging their request, and needs.

October 2014 – October 2015

Western & Southern Insurance Co. – Cary, North Carolina Insurance Agent

● As an Agent representing Western & Southern Insurance, I often analyzed usage patterns to understand ways in which customers used company products and services.

● For Life Insurance products I calculated premiums, and established payment methods for sales of insurance coverage. I evaluated leads obtained through direct referrals, Lead databases, and cold calling.

● Modeled exceptional customer service skills, and appropriate diagnostic sales techniques. I scheduled all required ParaMeds Underwriting required of my Clients. Finalized sales and offered constructive feedback at weekly sales and training meetings. Finalized sales and collected necessary deposits.

● Met with prospective customers and business owners in their homes, businesses, and other appropriate settings. Followed up with customers on unresolved insurance concerns and problems. Analyzed sales volume, retention and loss ratio trends to identify areas for improvement of business revenue.

June 2014 – October 2014

Time Warner Business Class – Raleigh, North Carolina Marketing Representative

● Time Warner offers telecommunication services and internet/cable for business owners.

● Effectively communicated with outside sales support geared towards business owners, marketing and administrative teams on a daily basis. Helped drive sales goals and achieve monthly quotas.

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● Contacted business customers to follow up on purchases, suggest new merchandise, and informed clients about new promotions and upcoming events. Provided an elevated customer service experience to generate a loyal Clientele. April 2009 – August 2013

Duke Raleigh Cancer Center – Raleigh, North Carolina Financial Care Counselor

● Verified patient’s eligibility and claims status with their insurance carriers. Determined if prior authorization for medications and outpatient procedures were required. Also, for medical and radiology procedures, surgeries and echo-cardiograms.

● Researched questions and concerns from Providers, and provided detailed reports. Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy. Resourcefully used various coding manuals, procedure manuals and on-line encoders.

● Conscientiously reviewed medical record information to identify appropriate coding based on CMS HCC categories. Interacted with providers and other medical professionals regarding billings and documentation policies, procedures and regulations. Responded to correspondence from insurance companies regarding our Patients. Identified and resolved patient billing and payment issues.

● Confidently and adeptly handled claim denials and/or appeals. Evaluated patient’s financial status to establish appropriate payment plans. Assisted patients in getting approved for Financial Assistance from Duke and other Medical Services. Reviewed and resolved claims issues captured on TES/CLAIMS edits and clearing house.

● Examined patient’s insurance coverage, deductibles, possible insurance carrier payments, and remaining balances not covered under their insurance coverage when applicable. Updated patient’s financial information to guarantee accuracy.

● Treated all patients, their families, visitors, peers staff and providers in a pleasant and courteous manner.

August 2003 – February 2009

Southeastern Orthopedics – Raleigh, North Carolina Surgical Coordinator

● Met with recommended potential surgery patients. Reviewed the policies and practices established by the Surgeon and His Practice. Explained what was required before their 4

surgery, requested that special health conditions would require a medical clearance from their Provider. Scheduled their pre-op appointments during our consult, discussed billing and distributed literature for their specific procedures, and a detailed hospital guide.

● Determined if prior authorization would be required for their procedure, equipment and hospital stay. Pre-certified and obtained authorizations for medical, radiology procedures and echo-cardiograms. Researched questions Maintained strict patient and physician confidentiality. Coordinated procedures with DRAH staff, outside Vendors, primary medical providers and the surgical scheduling team. EDUCATION

July 2009, North Carolina Department Insurance, Raleigh, North Carolina Insurance License

● License for: Life, Health, LTC, Dental, RX and Med Supplemental August 1980 – May 1981 – Prince Georges Community College, Largo, Maryland Business Administration

September 1957 – June 1969 – Fuquay Consolidated High School, Fuquay-Varina, North Carolina

High School Diploma

REFERENCES

Professional References Available Upon Request

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