Service Representative Customer

CECILIA GOLDEN

CUSTOMER SERVICE I

SUMMARY

• Candidate is an experienced Customer Service Representative offering 5+ years of experience in different industries.

• Dedicated to providing outstanding levels of customer service and quality.

• Answered, resolved, tracked, and documented telephone calls from members and providers in a timely and professional manner. Interpreted member eligibility and coverage through thorough knowledge of the contracts, policies, and procedures.

• Handled inbound and outbound calls.

• Attempted to retain and upsell customers.

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SKILLS

• Microsoft Office Suite

• Communication and interpersonal skills.

EXPERIENCE

Aerotek – Wells Fargo Mortgage Nov 2020 - Present

National Title Review Specialist/Customer Service Rep

• Thoroughly review, verify, and process loans for closing.

• Make outbound calls to companies to retrieve accurate documents needed for closing.

• Reviews documents to ensure that it contains complete information and is in compliance with the company’s policy.

• Verify that all loan information is accurate in the system.

• Work closely with closers to prepare final documents.

• Dedicated to providing outstanding levels of customer service and quality. UCARE Dec 2019 - Nov 2020

Transportation Representative

• Through member and provider contact, coordinated accurate and efficient transportation of members to health-related appointments. Contact took place via telephone, fax, voicemail and in person.

• Answered, resolved, tracked, and documented telephone calls from members and providers in a timely and professional manner. Interpreted member eligibility and coverage through thorough knowledge of the contracts, policies, and procedures.

• Communicated with internal departments, members, providers and other customers regarding the transportation benefit in both verbal and written form, including faxing rides to providers at the appropriate times.

• Evaluated rider needs to provide best use of provider resources including bus passes, vans, or taxi cabs.

• Identified trends/issues that emerge in calls/correspondence, and informed Senior Representative or Supervisor.

• Assisted in the development and communication of resolutions to internal staff as requested.

• Demonstrated and maintained a thorough and complete working knowledge of appropriate UCare information management systems and the ACD phone system.

• Maintained good working relationships and open communication with internal and external customers.

University of Minnesota Physicians Sep 2018 - Sep 2019 Clinic Coordinator

• Performed all duties within HIPAA regulations.

• Implemented policy and procedures across the healthcare facility.

• Evaluated personnel and prepared daily reports.

• Assisted with recruitment, consenting, screening and enrollment of personnel.

• Employed financial acumen in budgeting and expenditure.

• Authorized admissions/treatment as per agreed protocols.

• Ensured that stock levels are adequate, and orders are placed on time.

• Communicated medical results to patients under clinical supervision.

• Completed timely and accurate documentation of patient visits. Comcast Sep 2017 - Sep 2018

Customer Service Representative

• Handled inbound and outbound calls.

• Assisted with product and service questions.

• Attempted to retain and upsell customers.

• Ensured excellent customer service and satisfaction Actively looking for Work Dec 2016 – Sep 2017

Walgreens Jun 2016 - Dec 2016

Customer Service Representative/Shift Lead

• Managed the entire staff.

• Handled monetary transactions at the cash register.

• Ensured that everyone was following safety guidelines. Dungarvin Minnesota Mar 2014 - Jun 2016

Residential Coordinator

• Put systems in place to organize and ensure policies and regulations were being met.

• Discovered and corrected regulatory errors.

• Oversaw manager and staff in a residential program setting.

• Oversaw staff in a day program setting.

• Created and implemented schedules to meet the needs of the individuals served. Divine Home Care, Patty Shammas, Muriel McCarthy Jan 2013 - Mar 2014 PCA

• Completed daily living task such as; hygiene care, physical therapy, cooking, feeding, bathing, grooming, medication management, community integration and inclusion. Opportunity Partners Aug 2011 - Nov 2012

Semi Independent Living Services Specialist

• Supported OP participants to develop the skills necessary to meet set goals.

• Managed individual program plans.

• Encouraged integration, independence, and inclusion in communities. EDUCATION

Willmar Vocational School

High School Diploma

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