Service Representative Customer
Resume:
Pamela Sanders
P.O. Box ******
Elk Grove, Ca ***8
OBJECTIVE
To obtain a Program Support position
SUMMARY
Motivated and passionate employee with years of excellent customer service experience and great communication
ABILITIES AND RESULTS
CUSTOMER SERVICE
Research, analyze, interpret and apply California Public Employees’ Retirement Law (PERL) and Public Employees’ Medical Health Act (PEMHCA) rules and regulations to provide assistance to employers/members and retired members
Evaluate situations accurately and take effective action as lead person while providing exceptional care regarding retirement and health benefits
Develop recommendations and resolutions to employers in all levels of complexity
TRAINING
Developed a three-week training course on process and procedures to operate departments’ computer system, class sizes range from 2 – 10 people
Reviewed evaluations, implemented enhancements based on organizational needs
Developed training exercises and publications
PRESENTATION
Liaison to coordinate, facilitate and mediate quick resolution process between the consumers and the health plans
Develop and present statistical analysis reporting performance data, monthly training reports and audits to the Customer Service Manager
Facilitate meetings with the contracted external call center
PROFESSIONAL EXPERIENCE
CALIFORNIA PUBLIC EMPLOYEES RETIREMENT SYSTEM 2009 - 2020
Customer Service Representative
DEPARTMENT OF MANAGED HEALTH CARE/CALL CENTER 2001- 2009
Trainer/Lead Person
EDUCATION
HEALD COLLEGE - GRADUATE OF BUSINESS
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