Lisa Renee Lopp

Current Location: Nashville, Tennessee, 37219

Availability for Phone Interview: Immediately

Availability for In-Person Interview: 48 Hours

Availability to start ASAP

Summary:

Highly experienced in Customer Service Representative with extensive experience working in top fortune companies.

Possess strong experience in benefits call center.

Answered an average of 80 calls per day by addressing customer inquiries, solving problems.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Maintains benefits member database

Responded to inquiries and determined services required by asking probing questions

Communicated with members on benefits and advantages of current health plans.

Provide plan benefits and eligibility to providers and explain insurance plan to provider when necessary.

Made insurance claims for credit card benefits and extended warranties, used multiple line phones, accessed information from in house and internet programs to help customers with their benefits.

Strong attention to detail and ability to manage multiple priorities and deadlines.

Highly organized with a strong attention to detail

Skills:

Administrative Experience

Benefits Call Center

Call Center

Cisco Finesse Expert

Cold Calling

Customer Service

Customer Focus

Customer Support

HIPAA

Pharmacy Technician Experience

Quick Logic Skills

Technical Support

Trained in Service Now

Zoom/Teams Experience

Education & Certification:

GED / California Proficiency Exam, Community college, certificate program for Child Development Cosumnes River College, Sacramento CA

Certificate in Administrative Assistant, Sawyer Business College - Sacramento, CA

Professional Experience:

US Tech Solutions- Nashville, TN Jan 2021 to Present

Benefits Call Center Representative

Guides plan participants on benefits processes, investigates issues, and provides problem resolution.

Prepares materials for the delivery of training to employees and Line Human Resources.

Reviews and responds to voicemails and emails for plan participants as needed.

Uses courtesy and sympathy to make quality decisions for plan participant.

Manages switching between internal and external sources.

Communicates with own team and other departments to quickly resolve cases.

MissionSide - Nashville, TN Jan 2020 to Oct 2020

Census Questionnaire Assistance Rep / Customer Service

Used the US Census Bureau's software to complete the US Census Questionnaire for respondents calling into the call center.

Follow up customer calls where necessary

Helped answer any questions that arose.

Provide a high level of customer service support

Informs customers about services available and assesses customer needs

Used outgoing phone system to contact and correct any missing information needed. Worked with MS Outlook.

Tailored Management - Nashville, TN Jan 2019 to Jan 2020

Appeals Processing Representative

Processed Med Part D appeals for patients, and prescribers, worked on Cigna and Express Scripts software, used all aspects of Microsoft Outlook as needed. Used HIPAA and Medicare guidelines to best assist patients with getting their appeals processed, swiftly and accurately

Accredo Health Group - Nashville, TN Jan 2018 to Jan 2019

Patient Care Advocate

Communicated with patients and patient relatives to take orders and set up shipments for specialty medicine ensuring accuracy and HIPAA compliance in all aspects.

Maintained in- depth knowledge of pharmacy services, medication requirements/guidelines, to best support customers while meeting regulations associated.

Worked with pharmacists and medical office personal.

Asurion - Nashville, TN Oct 2016 to Jan 2018

Customer Service Representative/ Benefits Call Center

Got promoted to Card Services Benefit department within Asurion.

Answered an average of 80 calls per day by addressing customer inquiries, solving problems.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Maintains benefits member database

Responded to inquiries and determined services required by asking probing questions

Communicated with members on benefits and advantages of current health plans.

Provide plan benefits and eligibility to providers and explain insurance plan to provider when necessary.

Made insurance claims for credit card benefits and extended warranties, used multiple line phones, accessed information from in house and internet programs to help customers with their benefits. Handled many different customer situations to achieve optimal resolutions.

Promoted to benefit department

Asurion - Antioch, TN May 2016 to Oct 2016

Technical Support Specialist

Directv Protection Plan call center.

Assisting customers with technical issues for every aspect of the equipment.

Setting up service calls, and ordering new equipment and services.

Using computer calling and transferring system.

Up-selling products.

De-escalating unhappy customers and situations.

CVS Caremark/SilverScript PDP - Nashville, TN Oct 2015 to May 2016

Customer Care Representative

Answering multi-line inbound calls, made outbound calls on an as needed basis, using multiple intranet and internet programs to help customers.

Answering questions about policies and general insurance procedures, assisted with Medicare D customers, aided costumers with ordering prescriptions.

Providing friendly and professional customer service.

Extensive coaching and training on quality of customer experience

Responds to telephone, email and live chat inquiries regarding client benefits

Walgreens - White House, TN Jan 2006 to Sept 2015

Head Photo Specialist - Pharmacy Technician

Supervise employees in photo department, training employees, increased holiday sales in photo department, managed all inventory and supplies, cash handling, accountable for sales promotions, cross trained as pharmacy technician, product restructuring, directed and managed team building projects.

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