Customer Service Greater
Resume:
Susan Wyant
Customer Service
Saint Petersburg, FL 33713
********@*****.***
Work Experience
Lifeworks
Sept 2021-Dec 2021
To answer calls from clients about their insurance for open enrollment. To give the client the difference between policies and either complete the enrollment for them or direct them to the website. To unlock the clients account if they had become locked. Also, to look up eligibility and to forward if any discrepancies.
MCCS Citibank
October 2012 to July 2018
I had several positions with the Customer Service department including the following:
Bloomingdales Customer Service
This involved taking calls from Bloomingdale’s clients to assist with questions about their account including billing, processing payments, balance on the account and purchases and returns. Bloomingdales also has a rewards program in which the client earn points towards gift cards based on their purchases and the level of the clients spending with the store through the year. I have assisted with the backline research department and auditing point issues. I assisted with starting a department for our best clients and a very new program experimental program called Luxe for the top 500 clients.
Cobrand Disputes
This position to assist the clients with disputes about their American Express cards. This involved advising the client what documentation that would need to be submitted to process the claim. Then to research the clients concern by contacting the merchant and resolving the issue. This also involved following all federal regulations to remain in compliance. Customer Service Specialist. This allowed me to assist fellow associates and support with questions about policy and procedures, late fee removals, escalated issues with the client and options for resolution, thus a greater responsibility and training for a lead position.
Bloomingdales Frontline Reserve
I had been with this department since the inception and have progressed though many changes. This is still an experimental department based on one call resolution to assist the client regardless of the call. This department has included cross training in credit line increases, payment issues, placing and or tracking an online web order, price adjustments, policy and Loyallist point decisions. This department requires independent decision making and taking responsibility for that decision.
While I had been with MCCS I have won 2 Service Star Awards.
HSNi Customer Service
Saint Petersburg, FL
June 2010 to 2012
To answer incoming calls from Customers including but not limited to: Issues regarding orders placed. Issues regarding delivery including but not limited to tracking, exchanges, refunds, damages, and general questions regarding company policy. To resolve and present the company in a positive manner. To maintain a positive call resolution in a timely manner. To be attentive to all customer questions and inquiries. To maintain all company policies including adherence to attendance polices. Assist the supervisor.
Universal Health Care
Saint Petersburg, FL
December 2009 to February 2010
To answer incoming call from providers and members in regard to questions regarding but not limited to: Claims, Eligibility and benefits. To make outbound calls to members to set appointments for an agent to discuss plan benefits and enrollment. This company was a Medicare and Medicaid provider.
Ceridian Benefits Services
Saint Petersburg, FL
October 2005 to June 2009
To Answer incoming calls from customer regarding issues about benefits under the COBRA regulations. Daily average of calls 85-100. To resolve any questions or issues relates to coverage including inactivity, payments, rates rate changes and general questions. Assist in training through one-on-one coaching. Assist the supervisor with overflow duties including supervised call backs, record keeping and call monitoring Assistance for the escalations department for calls that required a supervisor’s attention. Answering e-mail inquiries and forwarding to the proper department for attention. Asset for the benefits department for active employees for several clients during open enrollment and heavy call volume. Benefits Administration Answering incoming mail request from all parties including the consumer, the employer, the carrier and to resolve the issue. The issue may have included coverage, eligibility, and other requests. To provide the required documents for tax audits, Hippa and payment requirements. Full results: https://share.indeedassessments.com/share_assignment/am0rktg5zir03ljf Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Education
Dixie Hollins High School
Graduated 1976
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