Customer Service Representative

Lovie Taylor

**** ********** ** ** ******** GA **060

************@*****.*** 770-***-****

I’m a Resourceful Customer Service individual who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. I have Superior computer skills and telephone etiquette. Detailed oriented and organized and established in database management. I maintain Strong organizational, technical and analytical skills .Highly effective at handling confidential information. Knowledgeable with the objective to provide guidance to decision makers in formulating price policies, planning pricing strategies and setting actual prices to maximize profits.

CORE STRENGTHS

● Goal Oriented

● Communication Skills

● Relationship Building

● Prioritizing

● Reliable/Dependable

● Deadline Driven

● Self-motivated

● Attention to Detail

● Time Management

● Multi Task Oriented

● Confidentiality

CAREER ACHIEVEMENTS

Member Services - Aliera Healthcare - Sandy Springs, GA May 2019 to current

● Managing calls from members within the member experience umbrella

● Document CRM system with all interactions

● Identifying and accessing customers’ needs to achieve satisfaction

● Build sustainable relationships and trust with customers through open and interactive communication

● Provide accurate, valid and complete information by using the right methods/tools Compliance Auditor - Home Depot Exterior - Apex Systems (contract) - Atlanta, GA December 2018 to March 2019

● Delegate workforce management techniques. Audit compliance documents to stay within EPA guidelines. Meets work standards by following production, productivity, quality,and resolving operational problems; identifying work process improvements.

● Delegate workforce management techniques from corporate level for field support teams.

● Audit compliance documents to ensure regulations are meet per EPA

● Upload missing documents and research documents loaded but incomplete.

● Analyse documents and communicate with appropriate department to formulate a plan of action.

● Supports external auditors by coordinating information requirements. Contract Operations – Chargebacks• UCB - Smyrna, GA - August 2015 to March 2018

Process and analyze Letter of Commitment forms for tracking proper contract pricing for Individual and Physician practices and groups. I am the primary contact for the Group Purchasing Organizations and wholesalers for the Letter of Commitment program (discount pricing) and able to work independently with little direction. Audit attestation forms to provide an accurate Class of Trade change for proper eligibility and statutory price calculation. Analyze and be responsible for accurate processing of chargeback submissions and resubmissions in compliance with contractual terms of agreements.

● Daily maintenance and management of the Letter of Commitment program and tracking reports.

● Work with Group Purchasing Organizations and wholesalers to insure proper contract member pricing.

● Provide Group Purchasing Organizations with membership reports and rosters showing active members and members requiring intervention.

● Run the interface daily to process chargeback submissions properly and work through issues as needed in SAP.

● Research and resolve any variance discrepancies within the weekly Accounting report.

● Upload new and contracted customers into Revitas system and process denials for chargeback submissions not properly submitted.

● Process Class of Trade changes for qualified Group Purchasing Organization members. Contract Operations – Medicaid • UCB - Smyrna, GA - June 2014 to August 2015

Process and analyze Medicaid invoices from States for all labeler codes within 38-day processing period. Audit outstanding Medicaid Rebate Claims and discuss findings with appropriate States with intention of resolving any outstanding issues. I am the primary contact for the administrative representative of the States and able to work independently with little direction.

● Preparation of weekly AP department check run for all reimbursement types.

● Opens and catalogues incoming mail approximately 655 per quarter

● Maintains state files with current Reconciliation of State Invoice and Prior Quarter Adjustment Statement

● Accurately processing rebate claims. Saving company money by processing quarterly invoices in specified time required by CMS.

● Create text files ( 70-90 per quarter) and upload files received by the states (168-180 per quarter) Pricing Specialist • Cardinal Health - Albuquerque, NM - October 2012 to October 2013

Run reports (PCN, CPA, Price Compare, Audits) etc. Research and resolve pricing discrepancies Prepare spreadsheets (excel) for customer and sales rep Contact vendors for contract eligibility Work one on one with Sales Rep to meet expected customer pricing.

● Works to understand complex functional situations by paying attention to the details of the tasks at hand and by breaking them down into smaller pieces.

● Collects basic information needed to analyze a problem, situation or issue

● Performs routine or basic analysis, following the correct steps and using the appropriate tools, observing and seeking guidance from senior staff when necessary

● Identifies basic implications/conclusions from the logical analysis of a routine situation or issue Provider Relations Rep • ACS A Xerox Company (promoted) - Albuquerque, NM - July 2010 to July 2012

Inbound calls for providers & clients for NM Medicaid Process paperwork (mail, code claims, managed care organizations, reports,) Research & resolve escalated claim issues for payment to Medicaid and providers. Conduct Online Web casts for providers to learn product information and correct billing techniques provided accurate and appropriate information in response to customer and provider inquires.

● My goal was to develop strong interpersonal relationships with providers so there is an enhanced partnership with providers.

● I assisted in all of Provider Relations functions including; education, performance reporting, provider updates, network development as assigned.

● I was a resource for routine information and coordinator/liaison for researching provider questions and communication of findings back to provider.

Data Entry File Clerk ACS A Xerox Company - Albuquerque, NM - April 2010 to July 2010

I verified that information in the computer system was up-to-date and accurate.

Organized Profiles for record retention by creating database for daily tracking.

I prioritized and eliminated outdated records by sending the records to be scanned. Maintained and

Provided specific documents for statistical information for special reports.

● I ensured proper provider file maintenance

● Screen, track, report, process and file incoming Medicaid provider enrollments

● Screen, track, report, process and complete incoming provider file updates

Customer Adviser • Corporate Express a Staples Company Aurora, CO - September 2008 to June 2009

Assist with selection of product orders and supplies. Formulated and enforced Service Center policies, procedures and quality assurance measures. I processed credits and returns and reorders for clients. I made reasonable procedure exceptions to accommodate unusual customer requests.

● I accurately processed and resolved incoming customer service calls to determine customer needs, identify problems, direct customers to appropriate resources, or resolve customer problems directly and make any necessary callbacks. Multi-task with the highest quality customer service

● Received and responded to customer inquiries via telephone regarding Staples’ products and business services

● I entered order information including additions, deletions, changes and cancellation in AS400.

Client Service Representative • Great West Life and Annuity - Englewood, CO - July 2007 to May 2008 Collected customer feedback and made process changes to exceed customer satisfaction goals. I answered specific inquires about procedures for withdrawals in-service and out-service loans withholdings

& penalties. I was responsible Addressed customer service inquiries in a timely and accurate fashion. Built customer loyalty by placing follow-up calls for customers

● Successfully answered incoming telephone inquiries including, but not limited to, requests for general account information, concerns related to contributions and withdrawals, how to make changes to an account, product information, and tax questions.

● Assisted participants through the navigation of the automated voice response system as well as the Web Site when executing financial transactions and/or initiating loans.

● Review, comprehend, and implement all new communication regarding plan updates and changes.

Client Service Representative • Citi Cards - Albuquerque, NM - September 2006 to June 2007 Guaranteed positive customer experiences and resolved all customer complaints. I excelled in exceeding daily credit card applications. Regularly sought opportunities to up sell and add on additional products. It was expected of me to assist customers with their card products and services.

● I Identified opportunities and offer solutions to retain accounts and card balances on every interaction

● Always Listened intently and ask probing questions to identify and explore client’s needs

● When appropriate educated clients regarding the benefits of continued usage of Citi products

● Commit to treating clients and teammates with the utmost integrity and respect Customer Service Representative T-Mobile - Albuquerque, NM - August 2004 to August 2006 Regularly sought opportunities to up sell and add additional merchandise. Processed merchandise returns and exchanges. I periodically assisted customers with store and product complaints. Managed quality communication, customer support and product representation for each client.

● I Built customer loyalty through timely and effective one call resolution. Increases revenue through the execution of various sales initiatives

● Excelled competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership. Paralegal Labat Anderson - Albuquerque, NM - February 2002 to June 2003 Classified old documents accurately entered client data into company-based software program. I researched particular documents and publications to establish evidence.

● I prioritized and work under a tight schedule

● Maintained the ability to analyze legal documents for accuracy Paralegal Legal Liaisons - Albuquerque, NM - February 2001 to March 2003 I prepared clients for appointments and interviews. Prepared the documents for motions, discoveries, and legal reviews and researched legal cases. Interviewed clients and prepared them to speak with the legal adviser. Researched documents and publications for details that would establish evidence. I arranged all correspondence on behalf of the Liaison. Planned and organized the schedule and all interviews, meetings for Liaison.

● Possessed the ability to interview witnesses and document what is learned

● I had in depth knowledge of legal terminology and principles

● Consistently performed legal research

TECHNOLOGY SKILLS

● SAP

● Access

● Revitas Suite

● Excel

● Microsoft Suite

● Ability to learn new

software programs

EDUCATION / LICENSES / CERTIFICATIONS

Associates of Arts in Criminal Justice- International Institute of the Americas & Univer - Albuquerque, NM - 2005 Associate of Arts in Paralegal Metropolitan College - Albuquerque, NM 2002

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