Customer Service Sales Associate
Resume:
Ellen Cheremoshnyuk
Columbus, Ohio ***** 419-***-**** ****************@*****.***
Summary
Dedicated Assistant with established interpersonal skills and eagerness to support team members. Intricate understanding of productivity software and physical office assets. Resourceful interpersonal communications skills lends well to streamlining behind-the-scenes operations.
Skills
Multitasking and Time Management
Strong Organizational Skills
Customer Service
Critical Thinking
Verbal and Written Communication
Task Prioritization
Professional and Courteous
Ease with Computers and Technology
Experience
SALES ASSOCIATE 03/2020 - 08/2021
Lev's Pawn Shop
Collected payments and provided accurate change.
Completed daily recovery tasks to keep areas clean and neat for maximum productivity. Helped customers find specific products, answered questions and offered product advice. Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
Sold various products by explaining unique features and educating customers on proper application or usage. Built and maintained relationships with peers and upper management to drive team success. Retained product, service and company policy knowledge to serve as resource for both coworkers and customers. Answered product questions with up-to-date knowledge of sales and promotions. Developed trusting relationships with customers by making personal connections. Engaged customers in friendly, professional dialogue to determine needs. Increased purchase amounts by cross-selling with similar products. Worked with fellow sales team members to achieve group targets. Answered incoming telephone calls to provide store, products and services information. Adhered to company initiatives and achieved established goals. CUSTOMER SERVICE REPRESENTATIVE 06/2019 - 02/2020 Aetna Medicaid
Answers questions and resolves issues based on phone calls/letters from members, providers, and plan sponsors Documents and tracks contacts with members, providers and plan sponsors The CSR guides the member through their members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines Creates an emotional connection with our members by understanding and engaging the member to the fullest to champion for our members' best health
Taking accountability to fully understand the member's needs by building a trusting and caring relationship with the member
Anticipates customer needs
Provides the customer with related information to answer the unasked questions, e.g Additional plan details, benefit plan details, member self-service tools, etc Uses customer service threshold framework to make financial decisions to resolve member issues Explains member's rights and responsibilities in accordance with contract Processes claim referrals, new claim handoffs, nurse reviews, complaints (member/provider), grievance and appeals
(member/provider) via target system
Educates providers on our self-service options
Assists providers with credentialing and re-credentialing issues Responds to requests received from Aetna's Law Document Center regarding litigation; lawsuits Handles extensive file review requests
Assists in preparation of complaint trend reports
Assists in compiling claim data for customer audits Determines medical necessity, applicable coverage provisions and verifies member plan eligibility relating to incoming correspondence and internal referrals
Handles incoming requests for appeals and pre-authorizations not handled by Clinical Claim Management Performs review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible
Performs financial data maintenance as necessary
Uses applicable system tools and resources to produce quality letters and spreadsheets in response to inquiries received.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. OVERDRAFT COLLECTIONS 02/2019 - 06/2019
JPMorgan Chase
Taking inbound and outbound calls
Finding the perfect solutions for members
Was able to navigate several different systems
Negotiated with the member to settle the account if needed, also set up members on a payment plan. Notified customers of delinquent accounts with attempt to collect outstanding amounts. Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
Processed payments over phone and set up recurring drafts. Received payment and posted to appropriate customer accounts. Arranged for debt repayment and established repayment schedule based on customer finances. Recorded and updated customer personal accounts with accurate contact information. Met demands of busy collections group by performing high volume of daily calls. Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
Negotiated rates with customers and entered payments into accounting system. FRAUD AGENT 10/2018 - 01/2019
Discover Financials
Taking inbound calls to help reassure the customer that we would follow-up with the case and reach out to them if needed
Navigated through multiple different systems
Answered any questions the customer had
Shut down any accounts that had fraudulent activity on the account. Conducted reviews of flagged transactions and reports that showed potential suspicious activity. Communicated with customers and company personnel, utilizing active listening and interpersonal skills. Participated in group discussions with team members to develop new ways to combat fraud. Connected patterns for underlying account associations to discover undetected fraud. Used multiple data sources to derive end-to-end fraud performance metrics. Determined existing fraud trends by analyzing accounts and transaction patterns. Served as primary contact for fraud claim inquiries. SHIFT LEADER 06/2014 - 09/2018
Vestcom
Trained new temporary agents, and making sure customers orders were not neglected, packaged & shipped set files to each division that I received within that day Ran a machine called Stackz which cut the labels to different sizes Promoted to shift lead after 1 year.
Supervised and led employees to maintain productivity and customer service levels. Upheld company standards and compliance requirements for operations. Complied with company safety procedures, policies and regulations to promote safe working environment. Assisted general manager with operations game plan and company initiatives implementation. Evaluated employee performance, delivering individualized feedback and praise. Checked orders for quality and completeness.
Directed employees through daily routines.
Assumed personal responsibility for implementation of new methods to improve quality of products and services proactively.
Education and Training
Lexington High School - School Graduate
01/2011
References
References Jim Harwood (Manager) 931-***-**** Derek Gill (Coworker) 614-***-**** Ryan Robinson (Associate)
Languages
Russian:
Native/ Bilingual
Hobbies
Reading
Cooking
Spending time with my daughter
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