Customer Service Call Center
Resume:
PAULA S. HILLIGOSS
***********@*****.***
Senture (Teleperformance) Sand Springs, OK Feb 2024-Present
Customer Service Rep
Assist members & providers with claims, benefits & coverage, billing, medical & behavioral info.
Average 100+ calls per shift.
Blue Cross & Blue Shield (HCSC) Tulsa, OK Aug 2022-Aug 2023
Health Advocate Concierge
. Assist members & physicians with claims, benefits & coverage, billing, medical, behavioral info.
Assist members in finding In-network physicians, hospitals & clinics. Give concierge
Service from a simple explanation of charges, to scheduling doctors appointments
For them and even following up on outcomes. Average 50+ calls for shift
Alert 360, Tulsa, OK Feb +2022-Jun 2022
Alarm Dispatcher
Monitored Burglary, Medical and Fire alarms. Dispatch Police, Fire or Ambulance for our customers
OSAGE CASINOS, Sand Springs, OK July 2021-Oct 2021
Surveillance Officer
Provided surveillance for entire casino including Security, Cashiers, Guest Service Reps
Maintenance & Facility workers. Was responsible for physical and financial assets of the casino at all times via various security cameras.
US CELLULAR, Tulsa, OK Nov 2020 –July 2021
Customer Service Rep
Assist customers with their cell phone, high-speed internet and home phone services. .
Troubleshoot devices, answer billing, plan, promotion and activation questions.
Average 100+ calls in an inbound call center environment.
Document and maintain customer database and strived to make daily goals.
OSAGE CASINOS, Sand Springs, OK Apr 2018 – Mar 2020
Guest Services Rep
Assisted casino guests with all their needs by providing exceptional customer service.
Kept track of current promotions.
Maintained e-gaming machines and paid out jackpots to guests.
Kept casino floor clean & organized.
US ARMY CORPS OF ENGINEERS, Sand Springs, OK Apr 2015 – Sept 2017
Admin Assistant at Keystone Project Ofc
Responsible for budgeting & funding of 3 Lake Office’s 5-million-dollar budget, personnel, logistics, training, travel requests, filing system, calendar system, monthly reports and data processing including entries into Corps of Engineers Financial Management System.
Also responsible for all purchases and procurement via Government VISA credit card with monthly limit of $50,000; which includes accounts receivable & payable.
Reconciled and paid all utility bills for all 3 lakes.
Worked as public relations representative for lake visitors.
OSAGE CASINOS, Tulsa, OK Nov 2014 – Apr 2015
Guest Services Rep
Assisted casino guests with all their needs by providing exceptional customer service.
Kept track of current promotions.
Maintained e-gaming machines and paid out jackpots to guests.
METROPOLITAN LIFE, Tulsa, OK Apr 2012 – Nov 2014
Customer Service Consultant
Worked in Call Center assisting policy holders with their dental & vision claims.
Provided explanation of benefits to members.
Averaged 80+ calls in an inbound call center environment.
Documented and maintained customer database and strived to make daily goals.
DIRECTV, Tulsa, OK Nov 2011 – Mar 2012
Customer Service Rep
Worked in Call Center assisting satellite customer with their technical systems issues, billing and programming.
Averaged 100+ calls in an inbound call center environment.
AMERICAN ELECTRIC POWER, Tulsa, OK Apr 2008 – Oct 2011
Customer Solutions Consultant
Worked in Customer Solutions Center assisting electric customer with their accounts, i.e. made credit arrangements, explained billing practices, usage calculations, reported outages, and placed new orders for residential & commercial service.
Averaged 100+ calls in an inbound call center environment.
METROPOLITAN LIFE, Tulsa, OK Apr 2007 – Apr 2008
Customer Service Consultant
Worked in Call Center assisting policy holders with their dental & vision claims.
Provided explanation of benefits to members.
Averaged 80+ calls in an inbound call center environment.
Documented and maintained customer database and strived to make daily goals.
US ARMY CORPS OF ENGINEERS, Tulsa, OK Aug 1981 – Sep 1996
Secretary
Various clerical duties including typing, filing, property, training, travel, payroll, daily
suspense and calendar systems responsible for branch budget/manpower reports.
Processed security clearances.
Participated in Natural Disaster and also National Disaster preparation.
EDUCATION
Charles Page High School, Sand Springs, OK, Diploma
Oklahoma State University, Stillwater, OK – 29 credit hours – Business Admin
TECHNICAL SKILLS
Sharepoint, Windows, MS Word, MS Excel, MS Powerpoint, MS Outlook, MS Meeting, Typing, 10-key, Digital Scanning, Fax experience, Cash Handling, Multi-phone line, Medical terminology experience. Sales Force, Zoom,
HR, benefits & payroll exper.
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