Heather Neuner

*** ********** **

Cell: 317-***-**** adv9yr@r.postjobfree.com

Customer Service Representative

Polished, professional customer service rep offering:

Proven experience providing customer support in busy call center environments and remotely from home office.

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship and partnership-building skills -- listen attentively, solve problems creatively and use tact and diplomacy to achieve win-win outcomes.

Experience

United Healtcare

Customer Service Agent

01/2018 to 5/2021

Answer incoming phone calls from Medicare eligible participants and identify the use of assistance that the participants need ( ie. Enrollments, eligibility, billing and payment inquiries and reimburssments. Also explanations of benefits (EOB),

GEICO

Customer Service Representative, 7/2015 to

6/2017

Handle customer inquiries, complaints, billing questions, and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution, and design best-option solutions.

Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, and volume).

Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.

Commended for the initiative, persuasiveness, intense customer focus, and dependability in performance evaluations.

A&R INSURANCE COMPANY, Indianapolis, In

Customer Service Agent, 2/2010 to 5/2015

Handled incoming calls from policyholders, responding to inquiries, resolving problems, and correcting policy errors. Provided quotes and executed online policy changes for auto, home, and excess liability.

Education & Training

CUSTOMER SERVICE SKILLS TRAINING

Completed five 4-hour modules of customer service training. Topics included how to:

Greet transfer and hold calls ■ Build rapport, listen, clarify and manage the conversational flow

Manage upset customers, conflicts and challenging situations ■ Deliver outstanding service even when under pressure with an angry customer

Arsenal Tech High School, Indianapolis, In 2003 ■ Graduate

Indiana Business College

Indianapolis, In 2004-2006

Associates in Business Admin.

Ivy Tech Community College

Indianapolis, In 2009-2011