Customer Service Data Entry
Resume:
Cheryl L. Jones
Columbia, South Carolina, *****-*945
******.*********@*****.***
SKILLS
Computer Skills, with provided training able to navigate required computer devices, software and databases to complete the task.
Teamwork, Successful with working with others to coordinate completion of duties or ensure the next step for satisfying task is submitted to the correct next level.
Customer Service Satisfaction, I drive to provide first contact resolution when possible to complete the requested duty or find a resolution to the outstanding issue. I will provide it with respect and open communication to facilitate resolution as quickly as possible.
Insurance Verification, Claim Status and HIPAA Compliance, I understand the requirement for descension and privacy with customer’s personal information financially and medically. Able to comply with ensuring that received information is processed as needed and doesn’t infringe on requesting anything that is not required.
Technical Support, Able to successfully complete training to troubleshooting software. websites and devices when required to assist with allowing access to requested sites or personal cell phones
PROFESSIONAL EXPERIENCE
VEO Specialist, TBD Communications February 2024 - July 2024
After successful classroom training take nationwide inbound calls from enrolled Veterans and providers who need assistance. Provide directory assistance and customer service by transferring callers to requested departments and answering varied questions about available benefits and processes such as submitting claims and getting access to community care. Assisted with lower level technical support for those who had issues with connecting to their profiles through the VA.Gov website online and when needed got them connected to the necessary helpdesk for more support. Used data entry to submit necessary escalated trouble tickets when additional assistance needed and using data entry updated records to reflect contact and assistance provided during contact.
Concierge Specialist, Pyramid Consulting September 2022 - April 2023
After completed training took inbound calls from members of the Blue Cross Blue Shield Medicare Advantage plan during open enrollment to assist with answering questions about billing, insurance claim status and location of participating providers. Using data entry updated interactions with callers in database.
Customer service/Technical Support Specialist, Remote Inbound Customer Service May 2022 - July 2022
An independent wireless company, worked remotely and trained to take inbound calls from customers to assist with billing and lower-level technical support issues with the cellular network. Using data entry notated contact and concern of customer and updated company based csm database.
Customer Service Specialist III, Kelly’s Services August 2019 to April 2020
Once in classroom training was fulfilled took inbound calls from Medicare Advantage and Part D policy holders of Blue Cross Blue Shield. Processed monthly premium payments, provided clarification on the status of claims processed, submitted requests for appeals on denied insurance claims. Prepared requests of documentation through data entry from treating doctors so prior authorizations, formulary exceptions and cost saving tiering exceptions could be submitted for approval and documented interaction in the csm database provided.
Concierge Specialist, Anthem August 2018 to May 2019
After completed training and using the understanding of CPT, HCPCS and ICD9/ICD10 codes took incoming calls from patients and providers to give claim status, appeal rights of denied claims, amount billed by and paid to facilities per claim in question.
Shift Manager, Bojangles July 2018 to September 2018
Hired at the location at Two Notch Road where I supervised scheduled shift to prepare for opening shift of breakfast. Delegated crew to required positions to begin preparation of food items ordered. When needed covered open positions such as biscuit making, taking and totaling orders with register and prepared money from previous day’s sales for bank deposit.
Customer Service Specialist, V-Dart Accenture April 2018 to June 2018
After training took inbound calls for Maryland Department of Unemployment to assist claimants on the status of received unemployment benefits. Assisted claimants with certifying for weekly benefits over the phone when unable to complete individually. Answered questions about the change of status when benefits would be placed on hold or cancelled. Provided information on requirements to stay eligible for benefits, how to change options to receive payments and educated claimants on steps needed to submit an appeal for denial of payments.
Customer Service Representative, WNS Global Solutions February 2017 to January 2018
Once training was finished, was able to reference a knowledge base to maintain phone logs, answer questions about status of billing and took an average of 50 to 60 calls per day for a Pennsylvania power company. Assisted with collecting payments for amounts due and took reports using data entry about power outages when they occurred. Completed problem tickets using ticketing system to notify of new outages as well.
Customer Service Representative, Aerotek March 2016 to November 2016
After successful completion of in class training took 40 to 50 inbound calls daily to assist policy holders with questions on insurance policies and annuities. Sent out requested forms for withdrawal requests, 1035 exchanges and changes to policies. Submitted requests for lapsed policies for reinstatement when requested.
Customer Service Representative, Teleperformance January 2015 to February 2016
Completion of in-class training to be familiar with using a knowledge-based system ensuring that appropriate changes were made to resolve customer concerns for AT&T customers. Took 60 to 70 calls per day. Required to also do tele-sales to recommend improvements in packages, services received and billing methods to prevent future problems and enhance the viewing experience of the customer.
Customer Service Specialist, Medbridge Home Medical June 2013 to June 2014
Took 40 to 50 calls per day from customers who were interested in enrolling into advantage plans provided by Medicare. Verified if customer qualifies for coverage and took information to determine best plan to fit customer’s needs. Also offered prescribed DME supplies needed so caller can remain compliant with medical treatment. Confirmed information using HIPPA guidelines and maintained a level of privacy for each member’s information obtained.
Customer Service Representative, Kelly’s Services May 2007 to August 2012
Placed at Palmetto G.B.A. after successful training processed 70 to 80 calls per day from providers of Medicare to given them information on why submitted claims denied and what can be adjusted to allow the claim to process. With an understanding of ICD9/ICD10, HCPCS/CPT codes verified if Medicare coverage is allowed to pay and confirmed physician information according to HIPPA guidelines.
EDUCATION AND TRAINING
Associates of Business Management, South University June 2013
Enrolled and completed required courses that included Accounting, Business Ethics, Human Resources, Marketing, Economics and Finance for completion. Obtained a better understanding of management of staff and processes along with the competent accounting of funds and resources within a company.
Diploma, Eau Claire High School June 1992
Each year enrolled in Honors courses to complete required classes to satisfy promotion yearly and Honor’s Society graduation senior year. During time in high school enrolled in NJROTC where I graduated at the company commander. Also participated in the debate team and as a flag girl with the Shamrocks marching band for extracurricular activities.
References Available Upon Request
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