Customer Service Representative

Dr. Yvonne Jones

214-***-****-cell 214-***-****-home

***************@*******.***

Objective: Seeking a position as a customer service liaison, counselor, chaplain, advisor and or instructor. This opportunity will allow me to bring relevant knowledge and skills to a multi-cultural professional work setting;

Qualification Summary: I have more than twenty-five years experience in Customer Service. I have supported several customer service teams which include sales, assisting with monthly bills as well as everyday life issues, medical information and concerns. Areas of strength include being optimistic, professional, compassionate, goal-oriented, strong analytic, exceptional communicational and interpersonal skills, problem solving skills, strong decision-making skills, organization and ability to analysis of information.

Professional Experience

Insight Global Contract/Evolent Health Care, November-2021-May 2022

Professional Member Service Representative

Provider Services representative providing services to Doctors office by verifying members benefits. This position also consists of understanding and verifying HIPPA rules and regulations. Also I would assist Doctors office with member’s financial responsibility, in reference to each member’s Bright Health Plan Insurance contract. Also assist members with provider changes, claims, deductibles and out of pocket information in reference to their personal health insurance contract.

Insight Global Contract/Molina Health Care, Irving, Texas October-2020-Sep 2021

Professional Member Service Representative

Provider Services representative providing services to Doctors office by verifying members benefits. This position also consisted of understanding and verifying HIPPA rules and regulations. Also I would assist Doctors office with member’s financial responsibility, in reference to each member’s Molina Health Insurance contract.

Insight Global Contract/Molina Health Care, Irving, Texas November-2019-July 2020 Professional Member Service Representative

This position consists of assisting Medicaid recipients with Medical benefits from inbound calls. Assigning primary care physicians, verifying Hippa Regulations as well as mailing out Medicaid identification cards as needed, also advising, updating members on yearly needed physical exams, and vaccines as noted by Molina Health Care. Correct Medicaid member’s records and demographic information. Deescalating and comforting recipients on needed calls.

Comerica Bank, Dallas, Texas June 2014–November 2017

Customer Service Specialist

As a Customer Service Specialist I conduct day-to-day operation in a sales and customer service environment. Responsibilities include receiving inbound calls from customers, accessing their needs through appropriate probing techniques. Provide basic services to customer regarding their account activity and history, account balances, statement information, overdraft information phone fund transfers, and stop payment processing. Resolving and offering problem resolution, enhancing customer’s knowledge of various Comerica products while recognizing cross-sell opportunities to refer customer to internal teams.

Additional Professional Experience

GTE / Verizon, Dallas, Texas December 1997 – September 2010

Customer Service Specialist

Operated as a Customer Service Specialist at GTE/Verizon communication for 13 years. My last position with Verizon also enhanced my computer skills, as well as customer service skills which are essential in customer service environment and professional careers. I received incoming calls from Verizon customers with questions concerning their phone bills which included FIOS, cell phones and high speed internet/DSL.

Texas Department of Criminal Justice August 1988 – January 1996

State Parole Officer

Conducted counseling interviews with assigned cases according to approved counseling techniques in order to determine and clarify probationer problems; suggested constructive methods for addressing such problems; and consulted with supervisor when necessary. Determined when circumstances warranted modification of court orders and initiated the necessary action to procure a decision by the court on such modification. Prepared and submitted monthly statistical and performance reports on the status of individual caseload. Gathered and evaluated data pertinent to individual cases in connection with both investigation and supervision. Such data include information about the offender's home, school, church, neighborhood, and about relevant social agencies. Counseled clients to change behavior and helping them to pursue legal lifestyle changes. There were several opportunities to lead ex-offenders to Christ.

Education

Liberty University, Lynchburg, Virginia

Master of Arts in Theological Studies/April 27, 2018

Regent University School of Divinity, Virginia Beach, Virginia

Doctor of Ministry/ May 6, 2017

Southwestern Assemblies of God, Waxahachie, Texas

Master of Divinity/ December 8, 2012

The Criswell College, Dallas, Texas

Master of Christian Leadership / May 14, 2005

Texas Women’s University, Denton, Texas

Bachelor of Science Degree in Criminal Justice / December 19, 1987

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