Customer Service Representative
Resume:
Kristen Forchue- Medina
Brandon, FL *****
*********@*****.***
Summary:
Highly motivated Customer service representative/team leader of over ten years, experience in demanding work environments requiring high levels of precision as well as developing and implementing customer service strategies that have resulted in significant increases in customer satisfaction scores and call handling time reductions, Proven ability to supervise and coach teams to deliver exceptional customer service and achieve business objectives. Seeking a position that enables me to leverage my experience effectively for the benefit of the organization.
Skills:
Customer Service Oriented
Strong Organizational Skills
Time Management and Prioritization
Data Analysis and Reporting
MS Office Proficiency
Team Management and Leadership
Coaching and Mentoring
Conflict Resolution & Negotiation
Technological Proficiency
Quality Assurance and Control
Administrative Support
Work Experience:
Customer Care Representative DDS Lab
August 2023 to Present Tampa, FL
• Deliver a high standard of service by promptly answering all incoming calls and making outbound calls to customers
• Ensure cases issues are resolved within expected timeframe and customers receive follow-up calls as needed to achieve turnaround time expectations
• Filter and communicate issues of concern to the Customer Service Director, a Dental Technicians or a Technical Manager.
• Ensure that all information is written and documented in all customer and case management systems.
• Work effectively as a team contributor on all assignments Remote Customer Service Representative Benefit Hub Inc July 2015 to January 2023 Tampa, FL
• Handle customer inquiries and complaints as well as provide information about the products and services
• Troubleshoot and resolve product issues and concerns
• Utilize computer technology to manage a high-volume of calls and make notes of and access call history.
• Collaborate with the manager of customer service to guarantee that the proper customer assistance is provided.
Prior Authorization Specialist Express Scripts Inc October 2014 to February 2015 Tampa, FL
• Handle inbound telephone and written inquiries from pharmacists and doctors regarding prior authorization by screening and reviewing requests based on benefit plan design, client specifics and clinical criteria.
• Provide information to clients, participants, pharmacists and doctors regarding participants pharmacy benefit, drug coverage and provide accurate procedures for medication exceptions.
• Facilitate resolution of drug coverage issues and pro-actively address, research and resolve issues while maintaining accurate and complete documentation of all inquiries for continuous improvement.
Workers Compensation Specialist/CSR (Temp/Contract position) AETNA February 2014 to October 2014 Tampa, FL
• Interfaces with customers by telephone, correspondence to answer inquiries and resolve concerns
• Manages complicated claims, enrollments, and/or modifications for all medical professionals, facilities, and specialty claims in a timely way that meets or surpasses productivity and quality targets, following business policies and procedures.
• Conducts background checks on customers to address complex questions about authorizations, payments, denials, enrollment, eligibility, and referrals, among other things.
• Ensures that enrollment applications are complete, enters the data into the enrollment system, and resolves difficult enrollment system rejections to process and maintain enrollment and eligibility records.
Education:
High School Diploma Hillsborough High School
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