Customer Service Representative
Resume:
Mary Mason
AZ,*****
*************@*****.***
Hello! My name is Mary Mason. I come with a background in customer service experience. In my previous position, I took all inbound calls for a healthcare company. I would assist customers with updating their information in the system, assisting them with online navigation, and submitting claims for reimbursement. I am great at de-escalating angry customers and maintaining a positive attitude despite difficult situations. I work hard to answer questions and concerns from customers and pride myself on always leaving them happier than when they called in. My high attention to detail, excellent customer service skills, and great organizational skills would make me perfect for your customer service representative position.
Claims processor Epiq /Adecco 111 ( August2022 -January 2023) temp assignment
● used platforms such as CRM, Claims Matrix, Clear Search,checkpoint for procedures to verify, correct and create a status for any document within the given case
● Worked cases such as Scheizler Vs Fairlife, Wells Fargo Hard Hold and Wells Fargo Fraud hold.
● Placed claims in a Complete, Incomplete or Invalid status after correcting and noting the documents and submit as required.
GoPuff October 2021-June2022
(Driver Support Specialist (pay department)
● Assisted Drivers with pay concerns by using platforms/systems such as Kustomer
(receiving customer concern emails and account information, ) to apply subsidy calculation for correct pay Back Office (change or update account information,) Google Sheets (access to all platforms, documents and forms needed to submit correct pay for drivers ) Ultipro( access to driver pay information such as pay stubs, accounts, etc)
● Assisted boost, bonus, and percentage calculations to apply to correct pay
(Customer Support Specialist (inbound/outbound delivery assistance)
● Assist customers with delivery services
● Assist with cancellations, redeliveries, refunds,credits
● Use platforms such as Back office ( database to gain access to customers accounts for orders, Dash (database used to apply coupons or referrals) Slack(database used to send out messages to team members,tech support, Warehouse general managers) and Kustomer (database used to notate account
Centene- September 2019-January2020 (customer service rep 6month contact )
● Verified “HIPPA”
● Assisted providers with Benefits and Eligibility of members
● Assisted providers with CPT codes /Prior Authorizations Noted/Documented each account
● Provided Member ID numbers along with reference numbers Wage works - May2018- June 2019 (Benefits,CSR3)
● Verified “HIPPA”
● Assisted participants with Health Care Plan Information HCFSA, HRA, HSA, DCFSA and Wellness accounts
● Assisted participants with navigation for online account
● Assisted participants with submitting claims for reimbursements
● Advised participants about enrolled plans
● set up cases to client services/ claims department
● Reviewed EOB submissions to verify IRS regulations Matson Navigation- October2017-March2018 (Assistant Biller, 6month temp assignment )
● Become familiar with
ONBASE Data base and
Grid,
● reviewed billings
searching for shipments
(dates, load amounts,
weight, return dates,
● Ability to communicate orally with companies to verify received information for correct billings
● Used On base Que to transfer Billings to Billers IQOR/Verizon Wireless -October 16- May 2017 (customer Service Representative /call center )
● Collected or assisted with online navigation for amounts towards unpaid accounts for Verizon Wireless
●Assisted with transfers for new customer accounts
●Assisted with online navigation for information
towards account along with activations,and or
payments towards accounts
VOLUNTEER EXPERIENCE: Student Assistant for front office at South Mountain High school 2014-2015
● Responsible for faxing student
documentation
● Responsible for filing
paperwork
● Assisted students with question and class schedules. Student Assistant for the Library at South Mountain High school 2013-2014
● Cleaned Library
● Assisted students with book
findings
● Help with students with
homework
EDUCATION: South Mountain High
School, Phoenix, AZ August
2012-December 2015 (early
graduate, walked with class)
Some College (semester 3,
Psychology Course) August
2016-July 2017
PROFESSIONAL
SKILLS:
● excellent attendance.
● Strong work focus.
● Ability to communicate orally and in writing. As well as interpret written instructions.
● Ability to be detailed-Oriented.
● Have Microsoft word experience 40wpm and PowerPoint experience
● Experienced and familiar with platforms such as Certrix,Onbase,CRM, Slack, Avaya, Ready Reference, etc
● Experienced and familiar with onbase and salesforce (phone systems used to keep track of interactions)
REFERENCES:
Shonda Powell -Supervisor at Wage Works Email
***.***@*****.*** Phone 623-***-****
Celestine Harmon Co-worker at Madison
navigation 480-***-****
LaToya El-Amin -manager/mother in
law Email ************@*****.***/
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