Customer Service Representative

P A M E L A M . B L U E ******.******@*****.***

Temple Hils, MD 20748

PROFESSIONAL SUMMARY

Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets. SKILLS

Claims Processing Quality Maintenance

Productivity Maintenance Maintain correspondence control system Ensuring all phone systems coverage

providing accurate information

Customer consulting

Multi-line telephone operations Member account management EXPERIENCE

Customer Service Representative, Navy Mutual Aid Association, Nov 2022 Current, Arlington, VA

Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.

Answered inbound calls to greet and assist customers with various needs and questions.

Calculated premiums and establish payment method.

Monitored insurance claims to ensure equitable settlements. Maintain 50 to 80 cases daily relating to military personnel and their dependents. Collected information from clients about financial resources and needs to better understand their situations and select the best products. Customer Service Rep, Armed Forces Benefits Association, Sep 2013 Feb 2020, Alexandria, Va

Answer all incoming calls for current and past Life Insurance customers Adhere to Association Guidelines in protecting member's information Possess the ability to handle complaints and unpleasant customers, while showing care for the customer

Resolve billing disputes, by following step by step procedures to ensure customer satisfaction

Ability to perform accurate basic mathematical computations for billing errors Demonstrate service skills including, but not limited to, acknowledging, identifying needs, suggesting, and up selling

Maintains and improves process efficiency and quality standards adherence, also PB

(571) - 385 - 8311

establish and maintain productive working relationships Call Center Rep, Pepco Holdings, Jan 2012 Jan 2013, Forestville, MD Answer all incoming calls for multiple questions regarding electrical services Friendly and precise service provided to each customer with a smile Meets changing needs and requirements

Analogically follows step by step procedures to ensure customer satisfaction Demonstrate service skills including, but not limited to, acknowledging, identifying needs, suggesting, and up selling energy savings products for the customer Maintains and improves process efficiency and quality standards adherence. Claims Processing Specialist, CareFirst Blue Cross Blue Shield, Jul 2010 Jan 2012, Washington

Adequately input insurance claims via Facets Database Timely adjudication of medical claims to ensures appropriate inventory levels by executing all merchandising programs and replenishment procedures Maintain departmental standards of quality

Demonstrates and utilizes product knowledge ensuring total customer satisfaction Maintain departmental standards of productivity

Completes and maintains required paperwork, such as tracking reports, invoices, and confidential medical records.

Claims Processing Specialist, Arkansas Blue Cross Blue Shield, Jul 2006 Jul 2010, Little Rock, AR

40-hour work week, Adequately input insurance claims via AMIisys Database Timely adjudication of medical claims ensures appropriate inventory levels by executing all merchandising programs and replenishment procedures Maintain departmental standards of quality

Demonstrates and utilizes product knowledge ensuring total customer satisfaction Maintain departmental standards of productivity

Completes and maintains required paperwork

Such as tracking reports, throwaway record sheets, invoices, and confidential medical records.

Prescription, Plan Specialist, Turnage Employment Service, Oct 2004 May 2006, Little Rock, AR

Answered all incoming calls from members

Assisted beneficiaries utilizing expert product knowledge in the decision-making process for their Medicare Prescription Drug Plan

Enrolled beneficiaries into Drug Plan while adhering to strict state mandated rules and regulations of Medicare Standards

Provided extended drug research under time refrains Responds to questions and makes calls regarding Medicare Prescription Drug Plans Managed and communicated sales information and product changes both internally and externally.

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