Reservation Agent Customer Service
Resume:
Janet R. Roth
Tempe, Arizona 85281
Email: adsgeb@r.postjobfree.com
Seeking position of Professional Administrative Assistant Current Position: Department of Economic Security (DES) Department_ Division of Medical, Benefits and Eligibility, Mesa, AZ Program Services Evaluator II
13July2020 - Temporary Position
Keying client application for Medical benefits, Cash Assistance and Nutrition Assistant. Enter more information into two different State of Arizona platforms to complete process of awarding benefits. The ability to analyze and research problems independently, determine the nature of the problem(s) and provide positive resolutions.
Centene Corporation, St. Louis, MO
11Sept2017- 3July2020-Down sized Customer Service Representative II Federal Medicare CMS Inbound Call Center, Tempe. Arizona - 40 Hours In bound call representative for West and East States with Allwell Medicare Advantage Programs/Policies. As a representative for 26 combined medicare states, answered questions on the Members policy/plan, medical coverage for Medical Procedures, ordering Durable Medical Equipment, copay for a medical procedures, researched Members Evidence of Coverage and Summary of Benefits and documenting conversation in Members profile further reference. As an active Member Advocate, ability to analyze and research problems independently, determine the nature of the problems and provide positive resolutions. Performed multiple tasks, under pressure and met established timelines for optimum performance.
Position - UnitedHealthcare-Optum - Phoenix, Arizona Current Title: Customer Service Representative/Billing and Eligibility Classified as a Seasonal Empolyee, 40 hour week
Inbound calls from Brokers and Employers using Serviceability intranet, manage employees, Client Master plan, quoted amount needed to reinstate their policy, process medical/dental claims associated with members, unresolved issues to escalate issues to the next level for resolution. Excellent customer service skills, proficient in all MS products, Excel, Outlook, Word, and goggle chat. Division sold to TelTek effective date 28Apr2017 Established unemployment claim 4/28/2017. Lead Bakery Cake Decorator - Tempe and Mesa, Arizona 10Jan2007 - 8Mar2011 32 hr wk
20Nov2015 - 18Nov2016 40 hr week
14Oct2019 – Current Part time 18 hours weekends
Implement new bakery procedures, inventory logs,
and advanced decorating techniques. Organized, updated bakery policy to correct pricing errors, managed/trained new cake decorator ensured quality and consistency of service to customers. Managing customer's relationships to build a reputation for excellent service and generated repeat business.
Gap in Employment- March 2011-November 2015, Medical and Personal issues. America West and US Airways
Reservation Agent-Sales, Tempe, Arizona
5May1997 - 100ct2008, Retired, maintain free flights for life, 11+ years experience 24 hr week Inbound reservation center.
Ensure outstanding customer service by maintaining strong working relationships with travelers using first call resolution, created personal outline of flight references, increased sales and deceased call time. Composed and generated through customizing computer knowledge base to increase Eticket sales. Other Airline Experience: San Luis OBispo, CA Airport, Great Lakes, PHX SID A-FAA CLEARANCE, excellent customer service skills, checked in travelers, tagged bags, loaded and unload cargo when aircraft arrived either at the Phoenix Sky Harbor or San Luis Obispo, California. Luke Air Force Base, Glendale, Arizona
Chair person VITA Tax IRS Tax Consultant located within Luke Air Force Base, Glendale, AZ For Tax Years 2OO7 through 2OO9, approved by DOD facility, 4O hour work week Supervised, trained twenty (20) tax payers including active/retired ranked military, civilian/retired civilians, scheduled installation IRS software tax program. Managed, trained tax agents to ensure quality consistency, knowledge to fraudulent personal documents for filing tax forms, ensured accurate and appropriate recording and analysis of income, resolved accounting discrepancies irregularities, recommend/develop efficient use of resources, procedures, and provide strategic recommendations, maintained solutions to business financial problems, processed tax submissions through Excel spreadsheet double checked accuracy and completeness, informed JAG and IRS potential problem areas, consolidated monthly spreadsheet for JAG IRS approval.
Assist in making major tax updates/rules. Provided proper tax refund compensation, maintain complete, accurate military tax data according to FOIA, "Zero tolerance for errors." Installed, tested IRS software twenty (20) dedicated tax desktop computers, network computers with LAN print servers, fixed down computers and LAN connections. Certificate from Microsoft as a Microsoft Certified Professional (MCP) and Microsoft Certified Engineer (MCE). Briefed higher military base commander on successful VITA program. Top Secret Clearance obtained.
Other Federal Employment:
Wright-Patterson AFB, Fair born, OH, 1968-1982 positions held: graphic designer, travel voucher examiner and secretary steno Two Star General,
accounts receivable/payable, voucher examiner for military and civilian travel expenditures, issued TDY (temporary duty) orders for all ranks of the Air Force. Initiated procurement/contract/purchasing/program launch for classified contract roll out. Identified and develop problem solving methodologies to resolve client issues. Top Secret Clearance. VA Medical Center, Erie, PA., 1983-1987 Medical assistant outpatient/emergency department, knowledgeable of TriCare military medical insurance, processed second party medical claims, contacted clients about their unpaid medical charges and patient advocate for service connect disability members. Handled client issues throughout the implementation life cycle in a timely and accurate fashion. Top Secret Clearance
Personal Legal Participant: Represented myself, prepared all legal paper, briefs, motions, documents through many federal courts systems having my appeal upheld dissolving Ninety-eight thousand dollars
($98,000.00) defaulted student loans, thus reversing Phoenix Federal Court Judge decision by Court of Appeals, Pasadena, California, thus all student loans were forgiven.
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