Customer Service
Resume:
************@*****.***
Brockton, MA 02302
OLGA D. TAYLOR-RAMIREZ
SUMMARY
Actively seeking a customer service position where I can optimize my problem-solving and organizational skills to contribute to increased customer satisfaction. Ability to prioritize with strong multitasking skills and fast learning ability to ensure first call resolution to customer needs.
SKILLS & ABILITIES
Conversational (English/Spanish)
Inbound/Outbound calls
Automobile, Workers-compensation Claims oriented
Data Entry
Quality Control
Microsoft - Word & Excel
RTMS, Nasco, Blue Images &, ICD-10 Codes oriented
Cisco phone systems
YEARPROFESSIONAL EXPERIENCE
THIRD PARTY LIABILITY, CALL CENTER SUPERVISOR
BLUE CROSS AND BLUE SHIELD OF MA
11/2010 TO 07/2020
Provide optimum level of customer service to member and providers, addressing each individual concern and or issues while adhering to guidelines and standards for a first call resolution
Case setup- ensure all necessary information has been entered into the system, so it can be reviewed and processed in a timely manner
Efficiently and professionally communicated with members and providers documenting all investigative activity for each case while actively on a call
Conducted team meetings to discuss innovation and provide feedback to team members about compliance and accomplishments
Maintained weekly and monthly reports for managerial areas
Monitored Team activities to check accuracy and compliance with department guidelines and standards
THIRD PARTY LIABILITY SPECIALIST II
11/2000 TO 11/2010
Established quality guidelines and standards for the call center
Investigated written and telephone inquiries
Exceeded annual recoveries thru adjustments of motor vehicle and workers-compensation claims
Timely response to inbound and outbound call handling
EDUCATION
BRIGTHON HIGH SCHOOL- BRIGHTON, MASS HIGH SCHOOL DIPLOMA
FITCHBURG STATE COLLEGE – FITCHBURG, MA 1 YEAR
CURRENTLY ENROLLED- MASSASOIT COMMUNITY COLLEGE- HUMAN RESOURCES COURSE
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