Service Representative Customer

Markita Richardson

Customer Service

Address **** **** ****** ****** **** Phoenix, AZ, 85016

Phone 412-***-****

E-mail **********@*****.***

Education Ashworth College: Certificate in Billing and Coding-201*-**-****-**

Kaplan Career Institute: Associates degree in Specialized Business 200*-*-****-**

Exceptional Customer service experience. Independent worker offering excellent communication skills and good judgment. Skilled in working under pressure and adapting to new situations and challenges.

Skills

Staff supervision, Telephone etiquette, Complaint resolution, Creative problem solving, Professional telephone demeanor, Key Holder experience, Staff education and training, Cash handling, Store opening and closing

Professional Experience

2022-06 Current Transportation Specialist Amazon Phoenix, AZ

Hours Worked Per Week:40 Work in fast-paced environment by making 65-80 call outs and adhere to schedules: start/stop and breaks/lunches

In the forefront of helping the network/transportation partners clear issues and ensure customers get shipments on time

Use analytical skills to drive data-driven decision, and effectively communicate insights to others across Transportation Operations Management (TOM), Amazon Freight Partners (AFP), and Fleet

Work with 6 different cross-functional teams as needed to make sure guidelines are being followed to guarantee the drivers and customers receive the best service

Help write standard work for both the internal team as well as field teams

201*-**-****-** Clinical Customer Service Representative: Medical Management UPMC Health Plan Pittsburgh, PA

Hours Worked Per Week:40 Answered 55-85 calls as main job function With the Medical Management team per day depending on call flow and time of year

Authorized inpatient/outpatient surgeries, skilled, rehabilitation and Long-term acute care request that did not require predetermination. If review/predetermination was needed transferred to nurse reviewer by phone or sent by email so predetermination process can begin

Verified CPT codes/HCPC codes needed precertification if authorization was needed for providers before customers received service

Cross-trained and provided backup support to 3 teams in the Medical Management Department as volume increased or as needed. Conducted 45-65 outbound calls to providers and members to follow-up and resolve inquires.

Processed 45-60 predetermination request for the predetermination team in medical management when assistance was needed in a timely manner by remaining current on all departmental policies and procedures, plan benefits and modifications. Attached the clinical and contacted providers if clinical documentation was missing, additional cpt/hcpc codes was needed or if member needed to have additional services before surgery or any admission was needed

Maintained the members confidentiality by changing passcodes and adhering to HIPPA rules and regulations.

Confirm/verify insurance benefits with the appropriate carrier via online verification systems such as NyUOMC.com and Chat or telephone inquiries

Assisted In network providers with UPMC Health Plan portal by walking through how to submit authorizations, attach clinical if needed, check status of request, add additional information such as clinical, cpt codes diagnosis codes if needed, chat with the nurse reviewer /review notes from nurses and doctors

201*-**-****-** Shift Manger/Assistant Manager Claire's Stores Pittsburgh, PA

Hours Worked Per Week:40 Lead and Evaluated a sales team of 5-12 employees depending on time of year and business need. Provided a strong leadership presence to ensure that the team and customers was in a safe environment and that customers received outstanding customer service

Actively recruited new employees to ensure open positions are filled quickly. Assisted in hiring to the needs of the

Handled daily cash and credit card deposits ranging from $580-$5600 depending on time of year.

Identified and analyzed most effective leadership tactics for the team and lead by example. Demonstrated desired behaviors for staff including driving sales, handling difficult and/or complicated sales, cash management, inventory, and follow-up with customers

Ensured the store looked presentable and inviting to our customers

Trained team associates on ear piercings. Planed and constructed ear-piercing parties for customers with a party of up to 15 kids and a minimum of 2 adult supervision to assist with safety and party needs.

Assisted with processing daily store deliveries, 6 visual merchandising plans per year, monthly floor updates between visual merchandising/floor sets, stock takes, daily markdowns and promotions

Key Skills

Exceptional Customer Service

Time Management

Stress Tolerance

Interpersonal Skills

Leadership

Training abilities

Professional Reference

Available Upon Request

Contact this candidate