Sabrina Michelle Cire

917-***-****

Education:-

●Master of Science in International Affairs Florida State University - Tallahassee, FL Aug 2013

●Bachelor of Art in Merchandising Howard University - Washington, D.C. May 2010

Skills:-

●Expert with Microsoft Office Excel and Spreadsheet

●Data Entry 50 WPM

●Tested 100% on MS Excel

●RFP/RFI

●Quoted PPO and HMO

●Explanation of Benefits

Professional Experience:-

Kenific Group INC (KGI)/MAXIMUS Tampa, FL

Oct 2021 – Oct 2022

Oct 2022 – Jan 2022

Supervisor

●Supervised, developed, and coached thirty-three CSRs to raise productivity, created action plans to meet quality standards.

●Analyzed, evaluated, and pulled reports to assure CSRs met service level requirements; RTA, AHT, and passed Adherence goals.

●Attended Calibration sessions for continued training and learning.

●Conducted regular 1:1’s and annual performance reviews for employee performance evaluations pertaining to CSR Monthly Goal and Review (CMGAR).

●Worked closely with Operations Managers, Directors and Centers of Medicare and Medicaid (CMS).

●Recruited and interviewed potential candidates for employment at KGI.

●Enforced compliancy to company policies and held team members accountable.

MAXIMUS Tampa, FL Oct 2021 – Oct 2022

Marketplace Tier 1 CSR

●Create, assist, and update Affordable Care Act (ACA) applications for healthcare insurance.

●Assist clients in applying for the federal premium tax credit and provide assistance with the creation of healthcare.gov profiles.

●Submit complaints to the Centers of Medicare and Medicaid Services (CMS) on behest of clients, and create and submit HICS escalations to resolve a variety of plan issues for resolution by Tier II Representatives or caseworkers.

●Utilize and provide scripting for frequently asked question (FAQ’s) and policies and procedures, advise clients with record notifications, provide rebuttals for customer service inquiries, and provide status of special enrollment eligibility.

EPIQ Tampa, FL Nov 2020 – Oct 2021

Mass Torts and Class Action Settlement Agent

●Prepare remediation payment check reissue requests.

●Create complaints and escalations on behalf of client concerns and send to Wells Fargo for client resolution.

●Provide frequently asked question (FAQ’s) for deceased notifications, provide rebuttals for customer service inquiries, and status updates on reissue request forms and remediation checks.

Cardinal Health Tampa, FL Apr 2020 – Nov 2020

Warehouse Associate-Outbound Distribution Order Picker

●Fill customer orders and deliver them by lift truck to the delivery dock in a manner that meets company standards for safety, security and productivity.

●Fully trained in operating a lift truck to perform order picking daily duties ie picking cases or single items from 40 feet or higher from racks in the warehouse.

Freedom Health Tampa, FL Oct 2019 – Apr 2020

Customer Service Team Lead

●Analyzed problems and provided timely situation, action, and response solutions (SAR).

●Answer agent's questions regarding Medicare Advantage plans and insurance benefits, eligibility, and claims.

●Advised how to document member inquiries and provide sufficient information for successful outcomes in a call, then provide Supervisor with accurate forecasting and reporting to complete quality assurance (QA) sessions.

●Quality checked agent calls whilst providing first level support for problem resolution.

●Expeditiously logged into agent portals to verify technical issues and to troubleshoot for a quick and accurate resolution response by: resetting the password, resetting security questions, unlocking the account, or reactivating the account through technical support agents.

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