Customer Service Call Center
Resume:
Lori Elaine Shaner
*** * ***** *****. ******** AZ 85225
****.*******@*****.***
Employment History:
InTouchCX Mesa, AZ
**/**** – 10/2023
Adviser
Handled an average of 250 incoming calls per week from customers needing assistance with their cellphone. : changing the manner of payment
assisting with changing a password
reviewing bill for media purchases
advising how to set up paid channels
assistance with gift card issues
Self Employed as a Health Insurance Broker. Working from home started in 03/2019
and continued during the pandemic. Producer license in twelve
states and appointed with 4 major insurance carriers. Completed Medicare certification with AHIP each year from 2018- 2022.
LogistiCare Solutions Phoenix, AZ Jun2017 – Feb2018
Customer Service Associate
Responsibilities:
Answered incoming calls from members of a group of California based insurance companies.
Members would call in to book reservations for the rides.
My position changed when the call center switched to solely taking incoming calls for the “Where’s My Ride!“ hotline.
Stranded members were the majority for this specialized call center. Enjoyed the challenge of deescalating these callers and helping them find their way home from their medical appointments.
United Healthcare Phoenix, AZ Feb 2013 – Aug 2014
Customer Service Representative/Telecommuter
Responsibilities:
Answered incoming calls from members, clients and providers.
The general nature of the calls were inquiries regarding insurance benefits, claims and premium balances.
Answered approximately 85 calls per 8 hours while adhering to call center guidelines. One of ten csrs chosen for new work from home program 1.5 years perfect attendance and quality
MedImpact Tempe, AZ Feb 2011 – Jan 2013
Certified Pharmacy Technician
Responsibilities:
This position entailed answering incoming calls for a pharmacy benefits manager.
The callers were members, pharmacy employees or insurance companies (clients).
Customer service served as the pharmacy helpdesk assisting with adjudicating claims while also providing information to members about their insurance plans.
Gained experience in prior authorizations for early refills for prescription medications.
Several resource programs were utilized for most calls.
All calls required a brief summary of action taken in CRM
*Additional employment history and references available upon request.
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