Service Representative Customer
Resume:
Sade Wheeler
Ruskin, FL *****
***********@*****.***
A position as a customer service representative.
Customer-focused customer service professional with strong in-bound
And out-bound call center experience for leading communications
Companies and expert knowledge of wireless communications
Products. Skills include a demonstrated competency in Windows
applications, keyboarding proficiency and use of automated systems.
Articulate with excellent verbal and written communication skills.
Diplomatically resolve customer complaints and diffuse tension to
ensure customer retention Abilities Experience in interacting with
customers to provide information in response to inquiries about
products and services, and to handle and resolve complaints. Interact
with customers to provide information in response to inquiries about
products or services and to handle and resolve complaints,
communicate with customers through a variety of means - by
telephone; by e-mail, fax, regular mail; or in person. Representatives
handle general questions and complaints, whereas others specialize in
a particular area. Hard working, highly motivated team player with
over 15 years experience in the customer service field.
WORK EXPERIENCE
Claims Advisor
Health plan services
02/2019-9/2022
Assist with Client claims audits and the provision of summary reports and analysis prior to
renewal as directed;
Review and interpret policy wordings to obtain the best claims settlements for Clients;
Negotiate with Insurers/suppliers to achieve the most beneficial, cost effective settlement for
the Client;
Perusing recovery of losses on behalf of insurers and/or clients on all complex liability cases;
Challenging current work procedures and recommend process improvement or development;
Handling inbound telephone calls and responding appropriately and in a courteous and efficient
manner;
Deliver a first class claims handling service;
Negotiate with insurers to ensure the best outcome for your client;
Build strong relationships with colleagues, brokers and suppliers to ensure a seamless
claims handling service;
Acting as the first point of contact for customers abroad and requiring medical assistance;
Understanding policy terms and conditions;
Forwarding claims to internal teams to coordinate claims efficiently;
Ensure the accurate documentation of client conversations;
Take responsibility for every claim you handle and ensure all parties are kept informed;
Dealing with all emergency and non-emergency claims in a calm and empathetic manner.
CONCIERGE SPECIALIST
Global TPA Freedom Health Insurance
2016-10 – 2018-01
• Answers all telephone calls within established department standards.
• Tracks all existing member calls within the IKA database ensuring that documentation is concise and
factual.
• Participates in new employee orientation program and ongoing education programs as directed by
Super CAL visors.
• Responsible for fully understanding all lines of business benefits, medical management processes
,demographic change processes, and process for changing Primary Care Physicians (PCP).
• Answer "entry l evel" claims inquiries.
• Takes "Over the Counter" (OTC) orders for products and diabetic supplies.
• Understands and processes "entry level" enrollment and disenrollment procedures.
• Enters prospective members into Leads software.
• Maintains appropriate current source documents and reference documents.
• Performs quality work within deadlines with or without direct supervision.
• Interacts professionally with other employees, customers and suppliers.
• Works effectively as a team contributor on all assignments.
• Works independently while understanding the necessity for communicating and coordinating work
Efforts with other employees and organizations.
• As required, re-directs calls to appropriate department.
• Participates in any projects as assigned by Supervisors.
• Performs other duties as assigned.
Career Service Advisor
Ultimate Medical Academy
2015-01 - 2015-07
• Demonstrates knowledge of, and carefully follows all applicable=
• Federal and state compliance
Requirements and regulations including
• Those prescribed by the Department of Education, ABHES, and CIE.
• Effectively communicates compliance requirements to students and
• Other staff as appropriate and
Quickly escalates any compliance
• Concerns to the Compliance department.
• Develops and implements marketing plans to achieve graduation
• Employment goals.
• Builds effective relationships with local and regional corporations,
• Non-profit and government organizations and community partners to • identify employment
Opportunities and to promote the school's
• Qualified students, graduates and alumni.
• Cold calls hiring managers to generate interviews for graduates.
• Completes telephone interviews and e-mail correspondence to • prospective employers to determine
Their employment needs •
• Assists students and graduates in securing employment in their field
• Of training.
• Provides career coaching, including seminars and workshops on • interviewing techniques and other job
Search skills training to
• Students and alumni.
• Ensures the up-to-date maintenance of the Career Services database, • documentation, reports and
Students record in accordance with company
• Policies, government regulations and accreditation standards.
• Consistently meets department metrics and quotas including number of • dials, talk time, interviews,
Hires and monthly quota of placed
• Graduates.
BANK TELLER
TD BANK
2014-06 - 2014-12
Receive checking and savings deposits: verify cash and
Endorsements, receive proper identification for cash back,
And issue receipts of deposit.
• Examine checks deposited and determine proper funds availability based on regulation requirements
And complete Hold Notices.
• Process savings withdrawals.
• Cash checks: verify endorsement, receive proper identification, and ensure validity.
• Identify counterfeit currency.
• Answer basic customer inquiries regarding interest rates, service charges, and account histories while
Complying with disclosure requirements, regulations and consumer privacy policies.
• Cross-sell bank products and services.
• Refer customers to the proper department for issues that cannot be resolved at the teller line. • Count
And roll loose coins.
• Issue personal money orders and cashier's checks, accept orders and payment for U.S. Savings Bonds,
And sell American Express Travelers Checks (single & multiple signer).
• Accept loan payments: verify payment amount and issue receipts. • Buy and sell currency from the vault
As necessary, ensuring that teller drawer cash limits are not exceeded.
• Ensure teller station is properly supplied.
• Receive FICA payments: verify deposit coupons are properly completed and checks are made payable to
The "Bank".
• Accept county property tax payments.
• Balance and update savings passbooks, and close accounts when requested.
• Follow procedures for removing accounts for dormancy.
• Balance drawer daily, including periodic batching of cashed checks.
• Process cash advances, redeem U.S. Savings Bonds.
• Maintain appropriate currency logs.
• Follow all bank policies and procedures Customer Service
Representative (CSR)
One Touch Direct - Tampa, FL
2010-11 - 2011-04
Deliver world class customer service and build customer satisfaction and loyalty.
* Provide effective and timely resolution of a range of customer inquiries.
* Strive for one-call resolution of customer issues.
* Complete ongoing training to stay abreast of product, service and policy changes.
* Strike a positive and cooperative tone with both customers and coworkers.
* Demonstrate best judgment in the disbursement of adjustments and credits. * Increase the customer
experience by providing information on new products, rate plans, and services through up selling
Contact this candidate