Customer Service Call Center
Resume:
Marisa Vance
Gallatin, TN
********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Service Senior Representative
PNC Bank - Pittsburgh, PA
August 2021 to Present
I assist customers who are inquiring about their mortgages, auto loans, home quity lines of credit, personal loan account information. I help them make payments & walk them through the online portal. I also submit tasks for the customers for more detailed information about their loan accounts. Technical Support
Asurion - Antioch, TN
May 2018 to August 2021
I assist Verizon Wireless customers with tech support. I activate devices such as cell phones, jet packs, iPads, & home phones. I troubleshoot devices that will not function correctly while giving excellent customer service. I also sale Verizon Protect Home to Verizon customers. Claims MSR II
Molina Healthcare - Jackson, MS
January 2018 to May 2018
I assist existing members/providers with inquiries, concerns, complaints, medical claims, & billing issues. Programs & plans I assist with are Medicaid, MMP, & Marketplace. I am able to identify an adjusted & reversed claim. I have knowledge of CPT, ICD-10, HCPCS, & DRG codes. I am an expert at knowing how diagnosis codes are used by medical providers. I am able to locate & understand errors in a claim that have been processed. I have working knowledge of how to submit an adjustment request through CRM for a claim to be reprocessed. Proficient in advising eligibility, benefits, & website assistance in a call center setting.
Quality Assurance Analyst
Conduent - Madison, MS
July 2014 to November 2017
I completed audits on agents who took Humana insurance phone calls. I monitored and coached them on how they assisted the caller with the issue they were calling about. I have also completed employee evaluations for supervisors. I multitasked with personal one on one coaching’s with the agents to insure excellent customer service skills were applied to each caller. I also participated in monthly calibration calls with other associates and upper leadership. I was also given certain agents who were not meeting the company’s expectations and I set a goal for them to meet satisfactory standards for Humana by the end of the following month. I was hired as a customer service rep and was later promoted to a quality analyst position. As a customer service rep I analyzed and solved customer problems. I have experience as a collector for premium payment and pass due doctor bills. I am very familiar with the CRM and CI systems. I have graded and taken billing, grievance & appeals, medical claim adjustments, prescription, billing & enrollment, primary care physician updates, and demographic change phone calls. Direct Care Worker
Hudspeth Regional Center - Pearl, MS
March 2012 to July 2014
Assist customers with their every day needs as far as hygiene. Cashier and Customer Service
Walmart - Petal, MS
March 2007 to March 2012
I assisted customers at the cash register with their transactions. I also assisted with cash purchases and returns at the return desk.
Education
Associate
Holmes Community College
Diploma
Ridgeland High School
Skills
• Customer Service (10+ years)
• Word (8 years)
• Excel (8 years)
• Powerpoint (8 years)
• Quality Assurance (3 years)
• ICD-9
• ICD-10
• Calibration
• Desktop Support
Additional Information
I can type 50 WPM. I am very computer literate. I have great customer service and communication skills. I have expert experience with MS Excel. I am also very observant and a fast learner. I am capable of taking 50 plus calls per day in a call center setting. I am an excellent problem solver and pays close attention to detail. I am an expert in taking and grading medical claims, prescription drug, and explanation of benefits phone calls for a healthcare establishment. I am able to review and investigate medical & prescription drug claims. I am experienced in quoting copay information and verifying eligibility information. I am proficient in billing such as premium payments and payment plans. I am also an expert in writing correspondence and communicating information to coworkers and customers within an organization.
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