Service Agent Representative
Resume:
Family Reasons
Stay at-home mom
Fajr Latifa Saunders
Summary:
Possess experience with contacting care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance and prior authorizations.
Educated customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
Familiarity with computer and windows pc applications, which includes the ability to navigate and learn new and complex computer system application
Proficient in Windows based software.
Professional Experience:
Dial America, Indianapolis, IN 12/2014-11/2016
Medicare Advantage Sales Agent/ All Clear Credit Monitoring Senior Customer Service Agent
Customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance and prior authorizations.
Spending long periods of time on the phone and called on to research complex issues pertaining to the caller’s health, status and potential plan options.
Navigate across multiple databases which require fluency in computer navigation and toggling while confidently and compassionately engaging with the caller.
Familiarity with computer and windows pc applications, which includes the ability to navigate and learn new and complex computer system application
Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
Proficient conflict management skills to resolve issues in a stressful situation
Helping create positive customer experiences for our members can drive your sense of impact and purpose.
Waste Management Inc., Indianapolis, IN 3/2003-3/2006
Customer Service Representative
Provided customer support in a busy call center environment.
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Education:
Ivy Tech Community College
Associates Degree in General Studies 2010
Associates Degree in Human Services 2012
Active Life & Health Insurance License with the State of Indiana
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