Service Representative Data Entry

SUSAN MANGRUM

Bristol, TN *****

423-***-**** - ********@***.***

PROFESSIONAL SUMMARY

Worked in all areas of Claims processing. Worked in retail and Customer service, dealing with the public in various ways. Customer Service Representative skills in oral and written communication, active listening and analytical problem-solving skills. Dedicated Customer Service professional with proven multitasking abilities. Committed to maintaining professional relationships to keep retention goals achieved. SKILLS

Calm and Professional Under Pressure

Customer Retention Strategies

Understanding Customer Needs

Efficient and Detail-Oriented

Courteous with Strong Service

Mindset

Data Entry and Maintenance

Call Documentation

Responding to Difficult Customers

Credit Card Payment Processing

Cash Balance for Daily Operations

Answering Emails

Administrative and Office Support

WORK HISTORY

11/2020 to Current Customer Service Representative Burnette & Associates Insurance Agency – Bristol, TN Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

Responded to customer requests for products, services and company information. Provided primary customer support to internal and external customers. Recommended products to customers, thoroughly explaining details. 10/2014 to 12/2020 RETAIL CLERK

Hallmark Gold Crown – Bristol, TN

Works in retail customer service, handling shipping from store Orders, receiving new merchandise and merchandising Christmas Seasonal Position, was asked to stay on part time Helped customers complete purchases, locate items and join reward programs. Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.

Answered questions about store policies and addressed customer concerns. Greeted customers, helped locate merchandise and suggested suitable options. Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.

Maintained customer satisfaction with quick and professional handling of product returns.

Stocked merchandise, clearly labeling items, and arranging according to size or color.

Balanced and organized cash register by handling cash, counting change and storing coupons.

Folded and arranged merchandise in attractive displays to drive sales. Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention. 02/1982 to 07/2020 CLAIMS ADJUSTOR

Cigna Healthcare – Philadelphia, PA

Worked in all aspects of claim processing, from working in mailroom, data entry, matching provider contracts for provide discounts, actual claim payment. Worked as customer service representative, filled in when needed to work switchboard

This job was outsourced overseas, which caused company to lay off workers. Employed there for 38 years.

Prepared summaries of damage, payments and policy coverage. Examined claims forms and other records to determine insurance coverage. Verified insurance claims and determined fair amount for settlement. Evaluated insurance policies and analyzed damages to determine coverage. Reviewed and analyzed suspicious and potentially fraudulent insurance claims. Analyzed information gathered by investigations to report findings and recommendations.

EDUCATION

05/1983 High School Diploma

TENNESSEE HIGH SCHOOL - Bristol, TN

CERTIFICATIONS

MEDICAL TERMINOLOGY DATA ENTRY MEDICAL CODING CUSTOMER SERVICE

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