Customer Service

PROFESSIONAL PROFILE

A trustworthy and empathetic Customer Service professional with over 10 years solid experience and knowledge in a diverse background of support for offices and high volume call center environments. Accomplished in supervision and training, records management, effective customer relations, and positive organization representation.

ESSENTIAL SKILLS SUMMARY

Experience in compliance and management of operational and technical systems. Ability to run diagnostic programs to resolve technical issues and install computers peripherals for users. Ability to collaborate and effectively communicate with multiple departments, management, and leadership. Experienced with voice response systems and voice networks. Ability to analyze and interpret data and reports. Demonstrated written, verbal, interpersonal, and presentation skills. Excellent project management skills, attention to detail, and email communications. Experienced in coordinating customer service improvement initiatives to achieve financial and customer retention goals. Proficient in Microsoft Office suite (Excel, Word, PowerPoint, Access). Experienced in the resolution of technical issues with local area network (LAN), Wide Area Networks (WAN), and other systems.

RELEVANT EXPERIENCE

Medicaid Enrollment and Services Representative

Maximus Inc,

August 2017-Present

•Responsible for quick diffusion and resolution of customer service issues for tense or sensitive situations using leadership conflict resolution strategies.

•Met all metrics and professional scores as an individual and in a team on a quarterly basis.

•Document information and dialogue conversation from team members and supervisors for high risk situations using database entry methods.

•Produce enrollment analysis reports using software applications in preparation for senior leadership.

•Administering new enrollment applications, termination and changes to member records.

•Determine compliance and notify members of physician or overall health plan changes.

•Responsible for analyzing and approving financial verification required for Medicaid applications and providing feedback to customers for appropriate submissions.

•Receive inbound/outbound calls and communicate via email, requests for required documents, application status updates, approvals/denials and appeal submissions to applicants.

•Adhere to all state rules and regulations in accordance with each applicants HIPPA rights.

•Train representatives on processes and data entry requirements to thoroughly complete new and renewal Medicaid applications for all types of applicants.

Productions Administrator

Gemalto

August 2015-August 2017

•Processed inbound and outbound calls from consumers requesting Insurance reports, Credit Reports, and Public Records Reports.

•Managed team and trained members on problem-solving processes, installation, modification, and minor repair to computers’ hardware and software.

•Responsible for managing proper use, transmission and disposal of sensitive customer information such as Social Security numbers in accordance with company Security Awareness policies and procedures.

•Facilitated packaging and delivery of metered and standard mail including USPS and International for credit card dissemination to nearly 300 customers per day.

•Supervised eight employees responsible for mail sort with date and time stamp of incoming mail managing accuracy and effective time management.

•Served as a strategist and coach by assisting team members to remove barriers, address customer issues on a representative level, and determine the causes for escalating issues to higher management.

•Maintained equipment by completing preventive maintenance, troubleshooting failures, and submitting help desk tickets for additional technical support.

•Completed and reviewed daily reports, and analyzed data reports entered into real time dashboard.

Senior Customer Service and Support

Convergent

April 2006-August 2012

•Provided customer service responding to customer inquiries with issues concerning power bills, service orders, technical issues and power outages.

•Reviewed 80/90 inbound service orders on daily basis, ensuring customer needs were addressed accurately and efficiently by inputting relevant data and notifying corresponding officials.

•Increased company profitability between 5% and 10% each quarter through effective account management, collections and proficient customer relation issue resolutions.

•Initiated and lead team project composed of approximately five members to establish best practices for response to an influx of service issue calls due to major disasters.

•Achieved productivity score/metrics of 100% within the first two months of a new assignment.

•Improved service quality by developing a strong knowledge of company products, services, and procedures on a daily basis.

•Collected customer feedback on how to exceed customer services and produced a training presentation under the direction of the Operations Manager.

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