Service Representative Center
Resume:
BARBARA A. ZITO
Kent, WA · 206-***-****
adw7lv@r.postjobfree.com
Customer Services, Member Services
Two years remote call center experience in the Health Care industry.
Five years call center experience as a successful technical customer service/sale in Telcom industry.
Five years customer service experience in Retail industry serving customers face to face.
6-month period working remotely from home supporting national retail call center.
EXPERIENCES
May 2020 to May 2023
KAISER PERMANENTE: Member Services
Resolve Complaints and Inquiries – First call resolution.
Provide Education:
oTo members, prospective members and providers, other insurance carriers, agents, brokers, attorneys, employer groups and other member or provider representatives.
oIn writing, in person and over the phone.
oIssues may include medical coverage, claims, referrals, or eligibility.
oDelivery systems may include appointment access, medical center service complaints, physician selection, fee quotes, and patient billing issues.
Essential Responsibilities:
oRespond to inquiries with the health plan delivery system, Governance inquiries and complaints over the phone or in writing.
oResearch issues by interacting with other departments, physicians, or administrators. Resolve or escalate when appropriate.
oIdentify errors and determine what corrective steps need to be taken to resolve them.
oInterpret and apply all benefits according to appropriate contract.
oDocument all interactions in contract tracking system according to regulatory guidelines.
2015 TO 2016 AND TO MAY 2020
AMAZON: PACKER-WAREHOUSE ASSOCIATE
Built 6-foot-tall pallets of boxes/envelopes, to be delivered to 20 different geographic destinations. Strategically and collaboratively, piled boxes and envelopes, measured in a variety of sizes and shapes, in preparation for delivery. As a packer, pack customer orders, select appropriate box size, insert dunnage tape, and put on the conveyer belt. Assist cohorts with resolutions on equipment issues and providing effective communication with the management team.
2014 TO 2016 & 2018 TO 2020
NORDSTROM.COM: INTERIM POSITION: WORK REMOTELY UNTIL MAY 2020. Problem resolution through research and interaction with key individuals in other departments and, or escalation as needed. Accurately placed orders online. Resolved customers issues with online purchases, tracked lost packages, explained processes involved with returns.
NORDSTROM RACK Service Experience role: cashier duties to process customer purchases, exchange, returns and adjustments. Explained processes and procedures for exchanges and returns. Collaborated with teammates and leadership to quickly resolve unique customer issues
1994 TO 2006
VERIZON WIRELESS – BELLEVUE, WA
Frontline customer service representative supporting the accounts of large business sales representatives. Changed pricing, adjusted errors in billings, explained latest and greatest cell phone technology, as it emerged. Explained promotions and built customer loyalty.
Business Sales Rep for employees of Large Business Accounts Top regional producer with in three states. Successful in quantifying and increasing customer base each quarter over 5-year period. Converted large csv spreadsheet to Excel and identified 20,000 unique customers which helped build employee base for large business accounts.
EDUCATION
2019: PROJECT MANAGEMENT CERTIFICATION, UNIVERSITY OF WASHINGTON
2014: MBA DEGREE – SUSTAINABLE BUSINESS, BAINBRIDGE GRADUATE INSTITUTE/PINCHOT/PRESIDIO
(Corporate, social, environmental, and financial responsibility working concurrently)
1998: CERTIFICATE – FUNDRAISING MANAGEMENT, UNIVERSITY OF WASHINGTON
Directly utilized these skills to raise $35,000 grant money for Capital Hill Youth Center for homeless youth.
1983: BS DEGREE- BUSINESS ADMINISTRATION, PORTLAND STATE UNIVERSITY
Related Course Work: International Business
Certified Microsoft Excel (office 2016), Pre-certification Microsoft PowerPoint 2016 Proficient in Microsoft Word 2016/365
OTHER ACTIVITIES
VOLUNTEER MANAGEMENT CORP, 501 COMMONS
Development of a sustainable professional volunteer orientation program, in support of the homeless shelter’s mission. In collaboration with the executive director, we developed written policies and procedures, a volunteer handbook, and a volunteer Orientation Power Point presentation including two embedded videos.
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