KL

OBJECTIVE

Highly dedicated individual with over 7 years of expertise in benefits and customer service. Looking to pursue a challenging and rewarding career where my skills and knowledge can be effectively utilized.

SKILLS

>Benefits Administration

>Benefits Plans/Packages

>Data Administration

>Customer Service

>Call Center

SYSTEMS

>Epic Health Connect

>KMATE

>SLP(payment processing)

>KRONOs

>Microsoft Office

KAREEM ANTONIO LEE

BENEFITS SPECIALIST

ada1l7@r.postjobfree.com

202-***-****

EXPERIENCE

BENEFITS SPECIALIST (CUSTOMER SERVICE REP)

Kaiser Permanente • November 2013- Present

>Maintained knowledgeable of the various benefit plans and packages across the United States to assist as a POC for members.

>Attends trainings for new benefits added to the plan (i.e infertility plan)

>Assisted department in reaching call goals, first contact resolution goals, complaint resolution compliance, member retention and making return contact as warranted

>Provided excellent customer service to members through the call center

>Represented the Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues.

TELE SERVICE REP

Kaiser Permanente • September 2012-November 2013

>Handled continuous inbound telephone volume.

>Identified the purpose of the member's call and processes the call according to the appropriate script.

>Provided facility and provider information and some laboratory results, makes and cancels appointments, transfers members to Advice Nurses, intakes information from members, and composes messages for providers.

>Effectively processed calls in a systematic and organized manner following Call Center scripts, policies and procedures.

>Processed calls accordingly from hearing-impaired members.

>Received and relayed information regarding appointment cancellations.

- Updated member demographics.

CALL CENTER DISASTER DISPATCH

American Red Cross • May 2011- August 2012

>Interviewed callers to obtain preliminary report of incidents.

>Gained sufficient information to properly respond and dispatch appropriate assistance.

>Entered data into various computerized systems.

>Determined priorities of multiple requests for assistance based on nature of incidents.

EDUCATION

High School Diploma • June 2004

Crossland High School

Certified Swedish and Sports Massage Therapist • April 2012

National Massage Therapy Institute

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