Customer Service

Sandy HS. Chew

Phoenixville PA 610-***-**** *******@*****.*** https://www.linkedin.com/in/sandy-chew-2139b94a

Professional Profile:

Committed and enthusiastic self-starter with experience in diverse customer service environments. People oriented, and thrives to mentor, train and support team members. Works well independently and as a member of team. Strong attention to detail with ability to communicate effectively and professionally, both written and verbally.

Education:

Master of Science in Human Resource Management: Expected: August 2022

Southern New Hampshire University, Manchester, NH

Relevant coursework: Total Rewards, Business Research, Strategic Human Resource Management, Business Foundations

Bachelor of Liberal Studies in Adult Continuing Education Program: May 2017

Neumann University, Aston,

Key Skills & Qualifications:

Microsoft Office

Vista/Vison

Vast

Define Benefits Front End System

Data collection

Information synthesizing

Research

Assurant Health Front End System

Salesforce

Aetna’s Front-End System and Memphis

Professional Experience:

Work Life Specialist: Heath Advocate/West, Exton, PA May 2017 - Present

Assist various departments with researching eldercare, nursing homes, support groups, community services, and more

Research and understand information portrayed on healthcare websites and reference materials in order to appropriately respond to client and member questions in regard to work life related matters

Making outbound phone calls as necessary in order to locate and gather relevant information on Employee Assistance Program services (e.g., childcare, elder care, work life balance, etc.)

Research, identify, and document all types of childcare, elder care, a and counseling services contact information and other criteria specific to members' search criteria into the department database to ensure accurate material is available to clients and members

Affiliate Relations Associate: Heath Advocate/West, Exton, PA August 2016 - May 2017

Maintain a network of qualified affiliate counselors and behavioral health A professionals, which include utilizing multiple channels of communication to confirm availability and coordinate scheduling ensuring to record results

Evaluate the need for affiliate counselors or other licensed professionals assigned regions or locations which may include interfacing with management to ensure staffing needs are met

Utilize multiple external resources (counseling websites, magazines, insurance companies) to find a licensed professional in a timely manner

Interview candidates via phone which may include discussing qualifications, compensation rate and answering any questions that may arise

Upload affiliate professional’s information to department share in an accurate and timely manner

Verify contactors professional licensed or certificate through state databases ensuring each candidate is in good standing prior to services to clients or members

Record affiliate counselors who have completed the screening process and accepted the terms of agreement into the appropriate database in a timely manner

Serve as the point of contact for affiliates network contract counselors and behavioral health professionals which may include answering questions regarding scheduled, pay, complaints etc. ensuring to escalate any issues to management

Providing administrative support, a needed to co-workers (e.g. administrative assistants, etc.). ensuring a balanced workload

Keep up to date on corporate Employee Assistance Program (EAP) industry initiatives and programs

Know and support approved departmental and corporate policies and procedures relating to Employee Assistance Program

Customer Service Associate II: Iron Mountain, Royersford, PA June 2015 - August 2016

Built customer trust and confidence issue resolution team with every call by identifying needs and solving problems

Took ownership of calls, lead analysis, and analyze appropriate next steps and partner with other departments as needed to create the solution

Follow through and follow up with professionalism, warmth and stellar communication skills

Built internal and external relationships through exceptional problem-solving

Used system tools to identify issues and conduct lead analysis and resolution

Collaborated with team members and other departments as needed

Edited customer profiles and modifies orders per customer request

Created proprietary special reports per customer request

Interacted on live chat to provide order help and website education

Educated customers on Iron Mountain products and services

Shared any trends or ideas inspired by customer interaction

Operations Lead: Boscov’s, Exton, PA May 2012 - June 2015

Interacted with customers, offer customers exemplary service through greeting engagement and accurate product information

Serviced multiple customers’ needs and make recommendations to build and close credit charges

Managed ‘Charge Send’ documentation providing authoritative collection, analysis, pricing and account data

Managed store registers in accordance with POS guidelines

Responsible for all damaged goods and transfers to other facilities

Client Services: Medicare Aetna, Blue Bell, PA June 2010 - November 2011

Performed resolutions of Medicare member inquiries received internally (Sales Pharmacy Management, Member Services, PSS) and externally (1-800 Medicare/CMS, SHIP)

Managed specific US State client documentation for all prescription plans, entered data into Excel for auditors and compliance

Delivered First-Call Resolution by accurately identifying, researching and resolving based on the initial phone call

Effectively utilized and interpreted on-line resource tools to understand Medicare rules/regulations in order to resolve any client specific problems

Analyzed data, develop preventive measures to solve and prevent future complaints

Provided high quality, customer-focused service using knowledge of procedures and systems to meet and /or exceed internal and external customer satisfaction while educating constituents on Aetna Medicare policies and programs

Junior Pension Administrator, Field Benefit Administration: August 2009 - June 2010

PBGC, Benefit Services Unlimited, Wilmington, DE

Performed a variety of benefits documentation and administrative tasks assigned by the Team Leader

Supported the Senior Administrator in the issuance of benefits determination letters and payments. Followed up with client documentation and assurance of controls

Provided excellent customer service to all Pension Benefit guaranteed corporations and personnel in accordance with PBGC Customer policies, procedures and service standards

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