Call Center Customer Service

MIKA VERRETT

***** ******** **. *** *** Northridge, CA 91324 818-***-**** ***********@*****.***

OBJECTIVE

Seeking a career opportunity position where I can utilize my Customer Service skills to my fullest, as well as to grow and excel within the company.

SKILLS PROFILE

-Ability to analyze/resolve problems and adapt to change

-Superb telephone etiquette

-Thrive in a fast-paced, rapidly changing, high volume work environment

-Excellent customer service skills

-Excellent listening, communication, and problem-solving skills

-Ability to maintain composure in difficult customer situations

-Excellent time management problem solving and organizational skills

-Knowledgeable with MS office programs, ADP program and QuickBooks

EMPLOYMENT HISTORY

Medicare Appeal and Grievances Coordinator, Blue Shield 02/15/16- Current

Woodland Hills, CA

Enters denials and requests for appeal into information system and prepare documentation for further review

Assures timeliness and appropriateness of all providers appeals according to state and federal and Health Net guidelines.

Requests and obtains medical records, notes, and/or detailed bills as appropriate to assist with research

Medicare Member Services Lead, Blue Shield California 09/22/2014-2/05/16

Woodland Hills, CA

Employee relations, hiring and exit interviews

Handle any timecard discrepancies and assured they were turned in on time

Established and maintained claim related service relationships to existing and potential reinsurance clients.

Responded to a large volume of telephone and email inquiries from government agencies, patients, medical reps etc.

Maintained and revised all existing plan provisions according to plan document changes.

Mortgage Specialist/Call Center Rep, Bank of America

6/1/2012 — 6/18/2014

Palmdale, CA

Provides customer solutions to moderately complex or escalated issues by providing seamless delivery of service, sales and/or fulfillment requests by answering calls in a contact center environment.

Solves problems and investigate/resolve a wide variety of issues and requests that include gathering additional information

Setting expectations and working with other support organizations to fulfill the request

Bank Teller, Wells Fargo

10/1/2011 — 6/1/2012

Valencia, CA

Highly skilled in receiving and processing all banking transactions including verifying transactions, checking and savings account withdrawals and deposits

Hands-on experience in exercising discretion, judgment, and proposal about transaction problems and inquiries

Proven record of maintaining, verifying, balancing allocated cash drawer, including proper trial balancing all through the day

Sales Manager, The Picture People

1/1/2009 — 9/1/2011

Valencia, CA

Working closely with the management and devising new strategies to increase sales of products

Solve all the inter-departmental issue and making sure it does affect the work

Responsible for hiring talented salespeople and may even have to let go of under-performing executives

Performed payroll for over 100 employees using ADP program

Process checks using QuickBooks

Receptionist/Call Center Rep, Variety Tours

2/1/2005 — 2/1/2009

Los Angeles, CA

Proven ability to direct customers to proper staff

Computer – Skilled in MS Word and Excel

Excellent spoken and written communication skills

EDUCATION

Le Cordon Bleu

Pasadena, CA 02/12-02/13

Ulysses Grant High School 09/02- 09/06

Valley Glenn, CA

SUMMARY OF QUALIFICATIONS

My extensive experience in customer service gives me the confidence and skills to handle any situation with the public. I pride myself in giving outstanding service. My loyalty, punctuality, eagerness to learn and great personality make me the perfect candidate for this job hands on training in the office setting with all equipment such as computer, copier, filing system, switchboard and telephone. Managing, scheduling and hiring staff. Operating a retail store on all levels.

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