Resume
Resume:
Sherrie Henchenski
Albuquerque, NM 87120
Email: ******@*****.***
Summary
In my 35 years of employment history, I have gathered a wealth of knowledge from a variety of industries. My primary focus is Customer Service interactions, including face to face, telephone and written correspondence.
Skills
Dedicated employee
Sensitive material handling
Insurance processing
Medical terminology/coding
Microsoft Office Suite proficient
Customer relations
Employment
Escalations Manager
HP
05/06/2024 – 10/04/2025
This job entailed working on escalated cases where the customer needed replacement, computation, or buybacks of HP computers, printers or other accessories. A case would come into my inbox, I would have to research the unit, and the customer to see what the customer needed. I would also figure out if the unit was still available, and if it wasn’t available, figure out the specs of the old unit, what the upgraded unit specs were. I would have to reach out to the customer within four hours to see if what the customer wanted. I dealt not just with the general public, but also specialized customers. Whether it was a school district, hospital or government accounts. I had to follow up to make sure the customer got the replacement, or figure out what the buyback amount was, and make sure the customer got everything they wanted, as long as the customer was eligible.
Pharmacy Benefit Manager
Prime Therapeutics
11/30/2021 – 10/30/2023
This job entailed taking incoming calls from members about their pharmacy benefits. Sometimes I needed to call out to doctor’s offices, pharmacies, Marketplace, or the actual plan that the members had. Most calls I had to do research on the members plan, and sometimes I needed to reach out to other colleagues for help. I worked on commercial insurance plans and government insurance plans.
Customer Service Representative
Insight Global
06/18/2021 – 09/30/2021
Contracted by Molina Healthcare. Incoming calls related to Marketplace insurance. Help out members with understanding their insurance. Whether it’s co-payments, which medical procedures are covered and if a PA (prior authorization) is needed, or which medications is covered and if a PA is needed. I work with Citrix Virtual Desktop, CRM, SalesForce, Microsoft TEAMS, Outlook, Verint, Beeline, Word, Excel, CVS/CareMark, and Citrix Finesse.
Claims Review Technician
HealthCare Support Services
01/06/2020 - 06/19/2020
Contracted by Prime Therapeutics. After a prescription was received and processed, I was responsible for creating and sending disposition letters to both providers and members. Additionally, I set up Prior Authorizations in the RxClaims software.
Customer Service Representative
Select Staffing
04/15/2019 - 11/22/2019
Contracted by Superior Ambulance Service, Inc. I received inbound calls from customers who needed rides to and from home to doctors' appointments. Responsibilities included verifying customers' accounts, updating personal information, verifying insurance, and verifying appointments.
Customer Service Representative
Western Refinery/Giant/Speedway
09/17/2018-03/20/2019
Maintained operations throughout the store. Cleaned store interior and exterior. Hand cleaned all equipment, including food preparation, to above industry standards. Stocked shelves and coolers.
Customer Service Representative
Safelite Auto Glass
03/13/2017-09/26/2018
Handled incoming calls for scheduling of auto glass service repair or replacement, for private insurance, as well as commercial fleet management.
Customer Service Representative
Alorica
04/11/2016-03/10/2017
Assigned to the CVS client queue. Received calls from customers whose coupons or discounts were not working at their local store. Updated customers loyalty card information including their mailing address.
Temporary Contract Worker
Excel Staffing
03/09/2015 – 04/25/2016
Worked as an apartment manager for a variety of apartment management companies. I also worked as a data entry clerk for The University of New Mexico.
Apartment Manager
Mary B-Homes, Inc.
08/09/2004 - 01/13/2016
Mary B-Homes, Inc. was a family business. Initially I assisted my parents, but then became the face of the company. I also created software that tracked all company expenses. The program also prepared annual taxes and tracked unit maintenance & expenditures.
Education
Barry University, Fort Myers, Florida. Bachelor of Arts in Psychology
Edison College, Fort Myers, Florida. AA Psychology, and Mathematics
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