Service Representative Customer
Resume:
Tiffany Nichol
Cell: 484-***-****
Email: ***********@*****.***
Work Experience
Ampcus Staffing 3/28/2022-6/21/2022
Fannie Mae Technology Support Center
Answering calls for Fanniemae mortgages
Assisting callers who are getting error messages trying to submit a loan
Walking lenders through submitting the loans on the Fanniemae website
Troubleshooting errors and warning messages on the loan submission findings
Assisting with password resets and unlocking disabled accounts
Walking though setting up new account process and adding administrator access
Helping admins to add users and assigning roles to the added users
Vdart Staffing 08/09/2021- 1/7/2022
Unemployment Specialist /Customer Service
Answering calls for Maryland Department of Labor and Industry Unemployment
Assisting claimants with Beacon system on the claimant portal which allows them to see if there are any documents that need to be submitted.
Going into the staff portal in Beacon, I’m able to check notes, see what claimants have submitted to advise them if we have received their documents
For new applicants that are required to submit documents, I advise them of the rules regarding document submission such as; must have all 4 corners showing in the picture, can’t be blurry, must be able to read the document, we must have the front and back of all documents required for submission
We follow the 1,2,3 Rule which states we must have 1 document from column A or 1 document from column B and 1 document from column C
Claimants must file weekly, if they don’t have access to file online via phone or internet, they can call and we can file for them only if certain circumstances apply
Any claimant who calls in and their status is inactive, ineligible, expired or on a potential fraud hold we can’t tell them that information, we can only give the steps on what to do next or advise to reapply depending on the circumstance
All calls are recorded for quality and training purposes, we are required to verify every call and if they can’t verify, we are not allowed to speak to the caller. We advise the get the correct information and call back at a later time.
All calls are documented in the Beacon claimant portal and SNOW (service now portal)
STI, Bethlehem, PA. 1/11/2021-4/2/2021
Tier 3 Digital Assistance center Online Support Team
Successfully complete calls in a professional manner and answer any questions the customer may have.
Ensure a positive customer experience by educating customers on the steps to take to troubleshoot their login or email issues responding to questions and overcoming objections.
Responsible for customer retention by sharing your knowledge about our service, and technology.
If a brand new issue arises filing and creating tickets documenting in crm and other biller systems
IQOR, Bethlehem, PA 06/10/2019-10/2/2019
Business to Business Collections Specialist
Responsible for an entire portfolio of over 300 business clients.
Making and receiving calls and emails in attempts to collect monies owed on account.
Going over account highlights and overviews explaining the details of the agreements and payments made and ones still owed and taking those payments.
OMNICARE, Allentown, PA 9/2018 - 5/15/2019
Pharmacy Service Specialist, LTC
Extremely experienced in LMS training in many pharmacy and medical insurance aspects
Managing high volume call center while multi tasking using
Or more programs at any given time
Made and received calls from customers, insurance regarding medication billing
Responsible for receiving new insurance information and adding it to the patients account
Testing new insurance added to bill and back bill claims based on insurance type
Verifying and adding Medicaid per each states guidelines
Discussing prescription billing with patients explaining the bill and the charges
Verification of documentation on file for each patient as well as verifying all valid prescriptions on file
Entered required documentation into the system pertaining to each call.
Assessed all in-bound calls to accurately and efficiently address caller’s needs.
Discussed customer’s requests with other applicable departments such as pharmacy to ensure all requested information is addressed.
Placed out-bound calls to assist with follow-up requirements and resolve any other issues.
AT&T (Extended Contract), Bethlehem, PA 10/2017-11/2018
Direct Inside Sales Representative
Verify and qualify potential leads for AT&T products.
Successfully complete calls in a professional manner and answer any questions the customer may have.
Increase customer profitability by utilizing cross-selling, price comparison, and probing techniques.
Ensure a positive customer experience by educating customers on the features and benefits of the product, responding to questions and overcoming objections.
Responsible for new customer growth by sharing your knowledge and enthusiasm about our pricing, service, and technology.
Sykes Enterprises, Incorporated - Allentown, PA 11/2011-09/2017
Medicare Customer and Provider Service Representative
Extremely experienced in LMS training in many pharmacy and medical insurance aspects
Professionally handled all inbound/outbound member and provider phone calls, assisting members with for benefits, eligibility, authorization, and claim status.
Entered required documentation into the system pertaining to each call.
Assessed all in-bound calls to accurately and efficiently address caller’s needs.
Discussed customer’s requests with other applicable departments such as pharmacy to ensure all requested information is addressed.
Placed out-bound calls to assist with follow-up requirements and resolve any other issues.
T-Mobile - Allentown, PA 06/2009-07/2010
Customer Care/ Technical Support
Answered customer calls assisting with customer phone and usage issues.
Assisted with quotes, billing, plan benefit inquiries, and phone upgrade options.
Processed all plan options and changes.
Assisted with technical diagnostics and troubleshooting of device and networks.
Sykes Enterprises, Incorporated - Allentown, PA 01/2007-06/2009
Medicare Customer Service Representative
Extremely experienced in LMS training in many pharmacy and medical insurance
Professionally handled all inbound/outbound member and provider phone calls, assisting members with for benefits, eligibility, authorization, and claim status.
Entered required documentation into the system pertaining to each call.
Assessed all in-bound calls to accurately and efficiently address caller’s needs.
Discussed customer’s requests with other applicable departments such as pharmacy to ensure all requested information is addressed.
Placed out-bound calls to assist with follow-up requirements and resolve any other issues.
Education
Lincoln Technical Institute - Allentown, PA 09/2005-06/2006 CPHT Certified Pharmacy Technician
Parkland High School - Allentown, PA 09/1999-06/2003 High School Graduate
Skills
Extremely experienced in LMS training in pharmacy and medical insurance including HIPAA
Billing
Claims
Medicare
Proficient in Microsoft Office
Kronos
Multi-Line Phone System
Citrix
Multi-Tasking
Medical Terminology
Certified Pharmacy Fixes
Proficient in 10 Key
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