Customer Service Medical
Resume:
Derick Jones
Willingboro, NJ *****
******.*******@*****.***
Over 5 years experience in Receiving as well as Logistical Support.. Extensive SAP experience. Call Center experience of over 10 years. Knowledge of all Microsoft office software. Dispatch and GPS software knowledge. Medical terminology. Tremendous banking skills.Salary of at least $30,000.00 to
$40,000.00
Willing to relocate
Authorized to work in the US for any employer
Work Experience
Shipping and Receiving Clerk
Blend n Concepts - Burlington, NJ
February 2019 to Present
•Accurately document all receivables from their multiples sources (FedEx, UPS, USPS, Pine Drivers, Customer Drop Off, and other sources)
• Promptly communicate with customers and supervisor for any and all discrepancies (i.e. Missing items, damages, unexpected returns, etc.)
• Maintain a clean, safe, and efficient work area at all times
• Attention to detail is critical
• Enter all received items into ERP System (i.e. Infor M3)
• Act as an active back up to other warehouse personnel, when needed
• Other duties as assigned
Loading and unloading
• Put-away
• Sorting/Labeling,
• Picking and Packing
• Manifesting
• Replenishing
• Auditing
• Operating Electric Pallet Jack and Forklift
• Making boxes
• Assists Oder Selectors and Packers with heavy lifts
• Performs other duties as assigned
Dispatcher/Customer Service
UPS - Trenton, NJ
September 2017 to Present
•Organize schedule for technicians daily based on appointment time, technician skillset and call priority and meet or exceed company goals.
• Schedule pre-paid maintenance visits in the month they are assigned.
• Lend support to Technicians regarding call or location details or assistance with iPad.
• Review technician invoices for billing accuracy and customer follow up.
• Facilitate lead turnovers from technicians dealing directly with the customer.
• Respond to customer and management inquiries regarding service call ETA’s
• Work with both Office Manager and Service Manager to meet company goals and standards.
• Assist sales team with scheduling and lead details.
• Answer phones and book service calls following the scripts provided by the company.
• Respond to all customer inquiries in an upbeat, friendly, and enthusiastic manner.
• Monitor company assigned email.
• Monitor company assigned voicemail boxes.
• Monitor customer surveys.
• File warranty claims and part returns.
• Participate in customer service training and application.
• Bulk Mailings.
• Various tasks as assigned by management.
• Schedule all trucks & equipment moves
• Schedule material & aggregate deliveries from vendors
• Communicate with field supervisors relating to job site requirements for crews
• Coordinate truck & equipment services & repairs with shop supervisors
• Schedule delivery and pickup of dumpsters throughout company service area
. Monitors and maintains driver daily log files
• Monitors and maintains drivers’ status and update files accordingly
• Updates and performs data entry into department and company database
• Responds to incoming calls
• Reviews, researches and resolves discrepancies on weekly reports
• Ensures compliance with DOT regulations and company policy
• Responsible for sending out all deliveries needed by customers on a daily basis
• Communicates with customers, vendors and company personnel in a positive and proactive manner
• Schedules and assigns drivers and helpers to loads
• Issues equipment to drivers
• Reports all accidents
• Has knowledge of warehouse distribution
• Understands DOT regulations
CSR, Roadside Assistance
AAA Midatlantic Call Center - Township of Hamilton, NJ December 2015 to September 2017
• Dispatches roadside assistance requests in a timely manner to service providers using a variety of communication channels.
• Engage with AAA Members by providing an exceptional customer experience.
• Communicates to service providers the pertinent information needed to provide timely assistance to AAA Members.
• Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.
• Prioritizes service requests based on various criteria (safety, weather, traffic, etc.) to ensure police and other emergency calls are handled within established timeframes.
• Monitors the progression of roadside assistance requests and ensures documentation is thorough and accurate.
• Participates in the resolution of service issues and member complaints. IT Service Help Desk Analyst
Freedom Mortgage - Mount Laurel, NJ
November 2015 to December 2015
Mt. Laurel, N.J.
Service Help Desk Representative
IT support for the business customers of Freedom Mortgage. Creating tickets for system users who needed support. Prioritized system issues. Solved basic level type computer issues.Receive calls and email requests from internal customers with voice and data communication problems Log calls in incident reporting system (BMC Track-It! Technician) for tracking, document any actions taken to resolve incident
Perform tier one and tier two level troubleshooting to isolate and diagnose problems through to resolution and/or escalate if necessary.
Update trouble ticket information in the tracking system to maintain a completely documented ticket life-cycle
Instruct and assist customer on proper use of provided technology tools Interact with customer in understandable terminology to make them feel comfortable with provided tools
Banking Specialist
TD Bank HQ Call Center - Mount Laurel, NJ
December 2014 to September 2015
Navigation and functionality including but not limited to linking of accounts to MOLL and statements, creating user friendly IDs, resetting client passwords, and providing technical support with connecting to the MOLL web-site and quicken downloads
Routine business account servicing including; Visa spending limit adjustment processing, card activations, PIN setups, stop payment processing, account maintenance Responsible for 99.9 % accuracy in processing redemption transactions and adjustments on accounts to prevent negative financial impact to the client .Provided excellent customer service for account holders.
Assisted customers with funds transfers as well as opening accounts for customers and new customers.
Educated customers on TD Bank products as well as giving the customer the best advice as to what products would be beneficial to them.
Troubleshooting for customers who had online accounts, i.e. setting up online accounts as well as technical support for the customer's online accounts. Also assisted customers on how to best use their accounts towards their bills and recreational habits. Closed accounts for customers.
Assisted customers with activating their debit cards as well as closing them. Assisted customers with travel notification and possible fraud cases. Sales as well.Professional Demeanor: Ability to conduct oneself with patience, composure, and appropriate attitude Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy the client’s requests
Problem Solving and Decision Making Skills: Use good research and problem solving skills; know where to go to resolve problems
Initiative: Demonstrate a “self-starter” behavior and a willingness to help others Communication Skills:
Communicate effectively, actively listen and follow-up with questions and updates to involved parties. Customer Account Executive
Comcast Corporation Call Center
March 2012 to March 2014
Assisted customers with billing.
Provided technical assistance to customers over the phone. Assisted customers with changes that were made to their accounts. Answered all questions customers had regarding Comcast and their products. Sales. Shipping and Receiving Clerk
Kenco Logistics - Robbinsville, NJ
June 2011 to March 2012
• Accurately document all receivables from their multiples sources (FedEx, UPS, USPS, Pine Drivers, Customer Drop Off, and other sources)
• Promptly communicate with customers and supervisor for any and all discrepancies (i.e. Missing items, damages, unexpected returns, etc.)
• Maintain a clean, safe, and efficient work area at all times
• Attention to detail is critical
• Enter all received items into ERP System (i.e. Infor M3)
• Act as an active back up to other warehouse personnel, when needed
• Other duties as assigned
Maintains all shipment related paperwork and records
• Prepare routes for delivery drivers
• Dispatch and monitor drivers in transit to ensure timely and efficient delivery of medication to patients
• Assist in resolving issues, including delayed and/or missed deliveries, missing/incorrect items, and other issues/customer complaints
Monitors finished goods inventory
Reviews shipping charges before being processed for payment Reviews all shipping claims and takes any corrective action necessary to close claims Sets up trucks and materials for warehouse consignments Maintains a clean, safe and cooperative work environment for employees Keeps inventory records updated and assures that all orders match the picking documents by carefully auditing the documents
Maintains shipping stations in working order and also stocking them with materials Notifies the consignee of matters related to shipment arrival and coordinating shipment information to offices
other duties, as assignedTook orders from customers, processed Canadian shipments, Domestic orders as well as overseas orders. Oversaw making sure that the shipments were processed by the warehouse floor in a timely manner.
Nescoo Staffing Remedies Temp Svc
Horizon Blue Cross Blue Shield - Mount Laurel, NJ
January 2011 to March 2011
Knowledge of Medical Information. Medical terminology. Managed Care Coordinator/Physical Therapy Performs review of service requests for completeness of information, collection and transfer of non- clinical data, and acquisition of structured clinical data from physicians/patients. Handles initial screening for pre-certification requests from physicians/members via incoming calls or correspondence based on scripts and workflows, and under the oversight of clinical staff. Prepare, document and route cases in appropriate system for clinical review. Initiates call backs and correspondence to members and providers to coordinate and clarify benefits. Upon completion of inquiries initiate call back or correspondence to Physicians/Members to coordinate/ clarify case completion.
Reviewing professional medical/claim policy related issues or claims in pending status. Upon collection of clinical and non-clinical information MCC can authorize services based upon scripts or algorithms used for pre-review screening.
Non Clinical staff members are not responsible for conducting any UM review activities that require interpretation of clinical information.
Perform other relevant tasks as assigned by Management.Categorizing customer claims i.e. faxes. Experience with customer service of physical therapy, home therapy, occupational therapy and hospice care services.
Experience with ERISA, COBRA, HIPAA, Medicare, Medicaid, Medical plans, Health Care and Dependent Care Flexible Spending Accounts, Health Savings Accounts, Life Insurance. Data entry of customer claims that were faxed in to Horizon for categorizing. Experience and familiarity with Horizon Blue Cross Blue Shield computer software. Experience in a call center environment or customer service role. Experience in the healthcare industry.
Excellent customer service skills and the ability to manage and diffuse irate customers. Strong P.C. proficiency as well as interpersonal and active listening skills. Investigative and analytical skills, time management skills and the ability to multitask in a high pressure, fast paced environment.
Strong team worker.
Nesco Temp Svc
Lockheed Martin Call Center - Cherry Hill, NJ
August 2010 to December 2010
Customer Service Representative/Medicare Medicaid
Customer service support for all active, retired, laid-off, leave of absence, disability, FMLA and sick leave employees for Lockheed-Martin.
Assisted all Lockheed-Martin employees in healthcare enrollment as well as Annual Enrollment. Assisted the employees with selections of medical benefits, choice of pensions, vision insurance, dental, PCP's, PPO's, POS's.
Provided internet navigation assistance to all employees regarding questions of their health insurance plans as well as all other inquiries.
Complete training of all Healthcare plans, i.e. Medicare, Medicaid, Medicare Part A, Part B, Part C and Part D.
Complete working knowledge of all procedures and rules and regulations regarding Medicare procedures.
Experience working in a Call Center environment.
Complete customer service skills.
Systems Analyst/Shipping Dept
Simon & Schuster - Riverside, NJ
September 2006 to May 2008
* Responsible for helping the Material Handlers pull cases of books off the line.
* Built, wrapped and labeled pallets for destination for co-workers who were busy on the lines.
* Loaded and unloaded trailers via electric sit-down forklift and electric pallet jack.
* Using shipping software for inventory management, DHL, FedEx, USPS, Canadian shipments, International and Domestic.
* Use of RF gun for staging pallets and merchandise.
* Assisted in picking orders.
* Experience in packing orders, shipping, storing and distribution.
* Experienced in invoices, bills of laden, power equipment such as forklifts, stand-up pallet jacks etc.
* Duties included answering phones, data entry and all office procedures.
* Communication with drivers as to logistics and directions. Material Handler
Simon & Schuster - Riverside, NJ
July 2005 to September 2006
* Responsibilities included pulling cases of books of off the line.
* Stacking pallets as well as building and wrapping pallets.
* Loading and unloading trucks via sit-down forklift as well as stand-up pallet jacks
* Labeled pallets for their intended destinations
* Used RF gun for staging purposes.
Communications Assistant
AT&T Call Center
October 2000 to March 2005
Call Center
* Using a computerized TTY, assisted the handicapped, blind, hard of hearing, deaf and hearing customers with making phones via Relay system.
* Responsible for typing the customer's responses via computer.
* Responsible for voice responses of the TTY users.
* Communicated with the public in a call center environment. Forklift Driver
Ikea
August 2000 to August 2000
* Staged incoming furniture throughout the warehouse.
* Used sit-down forklift for staging.
* Used stand-up pallet jack for setting furniture. Education
a certification for Word Processing and Secretarial Sciences Lincoln Technical Institute - Pennsauken, NJ
1985 to 1986
Associate in Business Administration and Computer Sciences Savannah State University - Savannah, GA
1984 to 1985
College Prep
Pemberton Twp. HS - Pemberton, NJ
1979 to 1982
Skills
Customer Service, Call Center, CSR, Customer Care, Microsoft Office (10+ years), Sales (6 years), Dispatch, Logistics, Customer Support
Certifications and Licenses
Computer Science
Present
Customer Service Skills assessment - Familiar
October 2018
Indeed Assessments™ evaluation completed with Familiar rating. View my results:
https://share.indeedassessments.com/share_assignment/wcajwxa3dbbknaye Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Assessments
Customer Service Skills — Familiar
October 2018
Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: https://share.indeedassessments.com/share_assignment/wcajwxa3dbbknaye Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Contact this candidate