Customer Service Banking Operations
Resume:
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CONTACT
Address : Philadelphia, PA *****
Phone : 267-***-****
Email : adz71r@r.postjobfree.com
SKILLS
Customer Loyalty
Call Volume and Quality Metrics
Call Volume Analysis
Policy and Procedure Adherence
Loan Disbursement
Credit Card Applications
Database Management
Processing Funding
Phone Inquiries
Calm and Professional Under Pressure
Banking Operations Support
Microsoft Office
Billing Adjustments and Refunds
PROFESSIONAL SUMMARY
Knowledgeable and dedicated customer service professional with extensive experience in Insurance and Banking industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
WORK HISTORY
Member Relations Specialist, 05/2020 to Current
Health Partners Plans - Philadelphia, PA
Exhibited high energy and professionalism when dealing with clients and staff.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Followed up with customers about resolved issues to maintain high standards of customer service.
Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
Member Service Specialist, 03/2019 to 08/2019
Easton Personnel/ BYN Mellon - King of Prussia, PA
Met customer call guidelines for service levels, handle time and productivity.
Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Developed and updated databases to handle customer data.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Member Representative, 01/2019 to 06/2019
Integrity Staffing / Independence Blue Cross - Philadelphia, PA
Responded proactively and positively to rapid change.
Followed up with customers about resolved issues to maintain high standards of customer service.
Investigated and resolved accounting, service and delivery concerns.
Verified customer identification and documentation for compliant transactions.
Responded to customer calls and emails to answer questions about products and services.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Educated and engaged customers with new bank products and services.
Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
Cross-sold bank services and products to uplift customer investments.
Insurance Verification Specialist, 10/2014 to 01/2017
Community Surgical Supply - Toms River, NJ
Chased insurance companies to achieve accurate and timely payments.
Generated reports to track insurance verifications and claim progress.
Complied with HIPAA guidelines and regulations for confidential patient data.
Processed medical insurance claims and payments.
Assisted with medical coding and billing tasks.
Achieved insurance pre-authorizations to enable timely patient procedures.
Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Client Service Representative, 01/2012 to 04/2013
Preffered Staffing/ Bank Of America Merrill Lynch - Pennington, NJ
Supported businesses setting up joint ventures with investors in Type markets.
Met with members to understand goals and recommend solutions to fit specific needs.
Conducted research to answer questions and handle issues using multiple systems and resources.
Worked with clients and finance companies to find optimal solutions for financing.
Analyzed customers' financial information to deliver personalized account guidance.
Educated customers about billing, payment processing and support policies and procedures.
Responded to customer calls and emails to answer questions about products and services.
Met customer call guidelines for service levels, handle time and productivity.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
National Account Member Relations, 08/2008 to 01/2011
Aetna - Blue Bell, PA
Increased customer service success rates by quickly resolving issues.
Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
EDUCATION
Health Administration
Kaplan University - Davenport, IA
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SHAWNA BARNES
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