Service Representative Care

MELISSA A. GLOVER

**** ***** ****** *****, ** *3619 813-***-**** adwftl@r.postjobfree.com

OBJECTIVE

To successfully obtain a position in a fast pace environment which my professional skills and knowledge may be utilized to their full capacity. While encouragement of growth is essential, the daily challenges are rewarding and refreshing.

SKILLS PROFILE

-Dependable, hard-working, and intelligent customer service professional who learns quickly.

-Develops strong working relationships and works well under pressure. 20+ years of experience as a team player in the business world. Proficient in Microsoft Applications (Word, Excel, PowerPoint, Outlook).

EMPLOYMENT HISTORY

PBX Operator, Seminole Hard Rock Hotel & Casino

6/6/2016 — 8/21/2018

Tampa, FL

-Answer all incoming calls for the Casino and Hotel operation. Facilitates a variety of services for the Hotel. Provides information and services to guests and visitors efficiently and professionally.

-Creates a welcoming and entertaining tone during telephone conversations, setting the stage for the excitement found throughout the Hotel and Casino. Acts as “resident-experts”, knowing everything about everything within the Hotel.

-Supports all Hotel departments by acting as a communications hub. Utilizes multiple technological systems to provide immediate and professional service. Coordinates in-house hotel guest services through the “Rockin Response” request line.

Customer Care Representative III, Amerigroup/Anthem

3/26/2007 — 12/7/2015

Tampa, FL

-Responded to customers and providers questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims inquiries.

-Developed and maintained positive customer relations and coordinated with various functions within the company to ensure that customers and providers requests and questions are handled appropriately and in a timely manner.

-Processed and adjusted healthcare claims in accordance with claims policies and procedures. Worked without significant guidance with basic understanding of multiple products (HMO, PPO, MCO, and COB).

Customer Service Representative II, Gates McDonald & Company

7/7/1997 — 9/8/2006

Tampa, FL

-Answered incoming calls from employees, employers, managers, and third-party administrators for general inquiry activities. Processed FMLA absences through TOPS. Processed claims intake for Short Term Disability, Workers’ Compensation, Auto, General Liability, and Property.

-Logged incoming faxes through the computer system, shredded confidential documents and placed in proper recycling bin.

Education, East Bay Senior High School

8/24/1981 — 6/7/1985

Gibsonton, FL

-High School Diploma

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