Customer Service Representative
Resume:
Dianne Marbach
(C) 702-***-**** adp2iu@r.postjobfree.com Las Vegas, NV 89107
SUMMARY
Proficient computer abilities to include Word, Excel, PowerPoint, Outlook and Internet. Extremely organized and efficient, ability to multi-task with ease, accustomed to working in a fast paced, high call volume environment from home, strong negotiating and superb customer service skills.
Capable of working alone or with teams to accomplish on-time and accurate clerical tasks.
SKILLS
●Documentation
●Strong Negotiating
●Office equipment
●Work From Home
●Organizational skills
●Research
●Spreadsheet
●Phones
●Word
EXPERIENCE
Customer Service, LogistiCare, January 2018-June 2021
Las Vegas, NV
●Facility Representative - Facility Representative for Oregon contract - coordinated with Manager to help get the Oregon Facility Department off the ground and running.
●Responsible for incoming calls from various medical facilities ensuring transportation scheduled is accurate and timely.
●Managed various monthly and weekly reports, to include monthly recertification, verifying accuracy of transportation through contact with case managers, attendance verification of members, transportation coverage of members on standing orders, member eligibility, etc.
●Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
●Prepared, completed and processed customer account forms and database changes.
●Handled 50+ inbound calls per day.
Customer Service Representative, LogistiCare, January 2016-January 2018
Las Vegas, NV
●Answer incoming calls from our UT members to facilitate transportation to non-emergency medical appointments following guidelines specified by UT DOH.
●Back up to our Utah Facility Department and Utilization Review Department.
●Handled 75+ inbound calls per day.
Facility Representative, Logisticare, October 2012-January 2016
●Coordinated transportation with case managers for non-emergency medical appointments and facilitated discharges from hospitals for our members verifying that State guidelines were followed.
●Created standing orders for members who had ongoing appointments, such as dialysis, mental health appointments, etc.
●Prepared monthly reports for the purpose of acquiring attendance to appointments by members, verified level of service for transportation was correct for each member and the necessary documentation for the level of service was secured.
Claim Representative, Cannon Cochran Management Services, Inc, January 2009-August 2011
Las Vegas, NV
●Managed complex bodily injury claims.
●In this position as in all previous, I possessed the ability to manage numerous tasks while keeping our client, Caesars Entertainment, satisfied with my performance.
●In this position, I was awarded Employee of the Quarter due to the commendable quality of my work.
●I also assisted training newer employees to the company and also in the insurance industry.
●Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote effective service times for all parties.
Claim Representative, Nationwide Insurance, January 2006-January 2009
Las Vegas, NV
●Responsibilities included settling complex automobile claims involving multiple vehicles and injuries.
●Position entailed dealing directly with the injured parties and injured parties' attorneys.
●This position required in-depth analysis of medical records in order to evaluate the claim properly and negotiate a fair settlement for both injured individual and company.
●Most of the claims I received were transferred from Level I representatives due to attorney involvement or serious injuries.
●Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote effective service times for all parties.
EDUCATION AND TRAINING
High School Diploma
Robert E Lee HS, San Antonio TX
ACTIVITIES AND HONORS
Consistent Perfect Attendance Awards from current employer.
Top Productivity Awarded several months
Employee of the Quarter
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