Service Representative Customer

TERESAALICE RICE

Philadelphia, PA

E: ***********@*****.*** P: 267-***-****

WORK HISTORY

Direct Support Professional, Attentive Care Services Agency – Philadelphia, PA

**/**** ** *******

●Maintained a clean, safe, and well-organized patient environment

●Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team

●Assisted clients with daily living needs to maintain self-esteem and general wellness

●Supported with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters

Customer Service Representative, Modivcare – Philadelphia, PA

09/2018 to 12/2023

●Received inbound calls from drivers and clients, assisting with scheduling trips, confirming routes, and questions surrounding benefits- high volume of calls, roughly 75-100 daily

●Conducted outbound calls to clients to confirm scheduled trips and appointments

●Billing Clients Medicare and Medicaid Insurance for Trips

●Handling routine calls for members and healthcare providers

●Handled customer inquiries and suggestions courteously and professionally

●Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts

●Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

●Received and documented customer concerns while ensuring all relevant information is correct in a timely manner

●Ensured accurate trip data is entered into our systems

●Multitasked effectively and efficiently to extract necessary information from multiple systems

●Reviewed and educated members on our services and their healthcare insurance coverage

Cash Advance Clerk, Fabi Cash– Philadelphia, PA

06/2012 to 01/2018

●Greeted customers in a timely manner with positive service skills

●Issued money to floor or shift personnel according to internal control procedures

●Cash checks according to internal control policies and Gambling Commission regulations

●Ensured the proper completion of fills and credits to and from the gaming floor and for signing and ensure the accuracy on all forms

EDUCATION

Certificate- Pharmacy Technician, 12/2018

LTI; Lincoln Tech; Lincoln Educational Services; LCT - Philadelphia, PA

Diploma- General Studies, 06/2006

World Communications Charter School - Philadelphia, PA

SKILLS

●Multi-line phone system

●Microsoft Office Applications

●Critical Thinking Skills

●Problem Solving Abilities

●Active Listening

●Time Management

●Data Entry

●Communication

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