Customer Service Consultant

KARIN HVALSOE CLARNO

*** **** **. * • Birmingham, Al 25206 • 205-***-**** • *********@*****.***

PROFESSIONAL SUMMARY

Resolute Remote work customer service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining relationships to increase profitability and drive business results. SKILLS

• Call Documentation • Data Entry and Maintenance

• Upbeat and Positive Personality • Call Transfers within internal system

• Building Customer Trust and Loyalty • Customer Account Management

• Consulting with my Supervisors • Customer Data Confidentiality, PHI and Hipaa

• Efficient and Meticulous • Payment processing

• Multi-tasking

WORK HISTORY

Account Supervisor with Members Escalation Team 10/2021 to 10/2022 Everise/Wellcare - Worked remotely in Birmingham, AL

• Built strong relationships with customers by following up on previous products and going over their individual Medicare Advantage Plans and their benefits. Performed customer assessments and coordinated resolutions with supply chain and quality teams.

• Took exceptional and accurate notes on each member's account according to Wellcare and Medicare guidelines. Conducted day to day duties, filling out forms for accuracy, accountability, technical issues, and feedback forms.

• Coordinated care with PCP, specialist, vendors, and any other benefits that Wellcare offered through Wellcare Medicare advantage plans. Researched member medical claims, billing to help correct any inconsistencies by contacting the appropriate specialists and if necessary, transferring all information to balanced billing for further Investigation. Managed anywhere from 40 to 120 calls per day to address customer inquiries and concerns.

CCP Dual Medicare Advantage Plan Customer Service 04/2021 to10/2021 Everise/Wellcare - Worked remotely in Birmingham, AL

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming positive experiences. Investigated and resolved customer inquiries and complaints quickly. Recommended products to customer thoroughly explaining details

• Responded proactively to rapid changes in company products and processes.

• Met customer call guidelines for service levels, handle time, productivity, and quality assurance. Educated customers about their billing process, payment processes and support policies and procedures

• Promoted superior experience by addressing customer concerns, demonstrating active listening, empathy and resolving issues promptly. Effective liaison between customers and internal departments, managed 60 to 100 calls per day PRESCRIPTION DRUG PLAN CUSTOMER SERVICE REPRESENTATIVE 10/2020 to 04/2021 Everise/Wellcare - Worked remotely in Birmingham, AL

• Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns. Answered customer calls within five second window to avoid on hold wait time for customers. Answered constant flow of customer calls with minimal wait times. Offered advised and assistance to customer, paying attention to special needs

• Ability to have a multitude of windows open so that I can navigate to any information pertinent to customers inquiries, and concerns, while retaining handle call times.

• Delivered exceptional customer services by leveraging extensive knowledge of products and services while creating a welcoming positive experience. Delivered excellent customer service, resulting in consistent 95 % customer satisfaction rating. TECHNOLOGY SPECIALIST 11/2002 to 07/2005

Kinko’s Copy Center – Birmingham, AL

• Created documents such as but not limited to resumes, flyers, business cards, business forms, posters and any such documentation required by our clients. Required to keep track of all documentation utilizing standard Kinko’s filing system. Completing all documentation orders with a timely manner and time constraints.

• Kept computer service department updated with latest software for all systems, troubleshooting hardware, resolving any issues our clients had with our self-serve computers.

• Utilized all Microsoft office suites at the time for any documentation required by clients. Used Adobe software for creation of flyers, posters, photo touch ups and business cards

• Made use of multi-line phone systems, fax machines, copiers, oversized printers, and all other office equipment that we had on site. Administered networks by creating user accounts and managing permissions COMPUTER SERVICE CONSULTANT 11/1997 to 11/1997

Kinko’s Copy Center – Birmingham, AL

• Took and completing of all desktop publishing orders such as creating resumes, tickets, business cards, charts, flyers, which allowed flexibility in using creative talents from previous artistic training.

• Utilized scanning equipment and software to go to both print formats, as well as digital formats

• I helped clients through processes of determining their needs and to help them create best product to suit customer needs

• As a Computer Service Consultant utilized all adobe products except for Adobe Go Live, Able to utilize Microsoft Office Products as well as able to use QuarkXPress.