Customer Service Training

KATHY MASKERONI

410-***-**** **********@*******.***

Qualifications Summary

Have over 30 years’ experience working in a variety of settings resolving Medicare questions in Customer service and claims. As an expert in my field, I have a deep understanding of the program’s policies, processes and procedures. Due to my experience and knowledge, I am able to ensure training and materials are fully Medicare compliant, ensuring that customer service representatives are performing against client standards and understanding the reporting of customer sentiment, opportunities for improvement in agent and program performance, and areas where additional training or changes to existing may apply.

Work History

July 2013 until September 2019

Highpoint Global

Sr. Quality Insights/SME

Identify trends through the quality, training product and script reviews that could translate to the need for additional training for the Customer service representatives and changes to existing training or scripting or impact customer satisfaction.

Score the quality of Medicare phone call to ensure quality standards are met.

Provide clear, detailed, and constructive feedback to the customer service representatives.

Participate in call-listening sessions to identify trends that could impact training or scripting.

Participate I calibration meetings to establish and maintain scoring consistencies among the quality analyst.

Read and review communication script updates as they become available.

September 2011 to 2013

Briljent Subject Matter Expert – Medicare

Research, review, revise, and validate training materials and documentation to ensure compliance with Medicare policies, procedures and related call center operation’s procedures and technologies.

Maintain knowledge of Medicare specific concepts to an audience lacking familiarity with such concepts.

Working closely in small cross functional work teams to provide subject matter expertise for use in the maintenance of quality training and scripting documents meeting strict deadlines for delivery of the product.

Using Medicare knowledge and expertise to ensure that all training materials and scripting are accurate and complete and meet the standards for quality required by the Centers for Medicare & Medicare services (CMS).

Conducts Quality Call Monitoring.

Maintains currency of Medicare knowledge through ongoing research and review of program materials.

July 2008 to May 2011

Bravo Health

Distribution Service Representative

Supported brokers and agents with any questions regarding Medicare benefits coverage. Responded to telephone calls, emails and fax inquiries regarding eligibility, benefits, and enrollment issues. Monitored the telephone queue to ensure calls were answered in a timely manner. Entered orders for marketing materials.

Prior to 2011

I worked as a Government Account Manager for Lippincott Williams & Wilkins Wolterskluwer Health, a leading international publisher of professional health information for physicians, nurses, specialized clinicians and students.

In addition, as a CSR for Trailblazer Health Enterprise and I was Responsible for ensuring CPE standards as established by Centers for Medicare and Medicaid Services (CMS) as well as all departmental productivity, quality and timeliness standards.

Knowledge, Skills, Technologies, and Abilities

Verint, Healthcare Training and Knowledge Resources/HTKR, Next Generation Desktop/NGD, UCMC, Learning Management System, TQC/SharePoint, PEZ, Microsoft Word, Excel, snag-it, Adobe Captivate, Training Materials, Section 508 Accessibility

Education

High School and continued training classes and Certificates

Active Certifications

Medicare New Hire Essentials Training, Briljent, 2013

Part A/B Tier 1, Highpoint Global, 2015

Web Chat, Highpoint Global, 2015

General Medicare Tier 2 and Part B Tier 2, Highpoint Global, 2015

Part A Tier 2, Highpoint Global, 2015

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