Customer Service Representative

Melissa Glover

SUMMARY

Dependable, hard-working, intelligent customer service representative professional who learns quickly. Develops strong working relationships and works well under pressure. Many years of experience as a team player in the business world. Wants to successfully obtain a position in a fast paced environment in which her professional skills and knowledge may be utilized to their full capacity. While encouragement of growth is essential, the daily challenges are rewarding and refreshing.

Professional Skills

Customer Service

Receptionist

Microsoft Office

Multi-line Phone Systems

Cashiering, Money Handling

Insurance

Filing, Faxing, Scanning, Emailing

Workers' Compensation

Guest Services

Retail Sales

Professional Experience

Caregiver for Parents 08/18 - Present

Seminole Hard Rock Hotel & Casino 06/16 - 08/18

Tampa, FL

PBX Operator

●Answer all incoming calls for the Casino and Hotel operation

●Facilitates a variety of services for the hotel

●Provides information and services to guests and visitors efficiently and professionally

●Creates a welcoming and entertaining tone during telephone conversations, setting the stage for the

●excitement found throughout the Hotel and Casino

●Acts as "resident-expert", knowing everything about everything within the Hotel

●Supports all Hotel departments by acting as a communications hub

●Utilizes multiple technological systems to provide immediate and professional service

●Coordinates in-house hotel guest services through the "Rockin Response" request line

Amerigroup/Anthem 03/07 - 06/16

Tampa, FL

Customer Care Representative III

●Responded to customers and providers questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims inquiries

●Developed and maintained positive customer relations and coordinated with various functions within

the company to ensure that customers and providers requests and questions are handled appropriately and in a timely manner

●Processed and adjusted healthcare claims in accordance with claims policies and procedures

●Worked without significant guidance with basic understanding of multiple products (HMO, PPO, MCO, and COB)

Gates McDonald & Company 07/97 - 09/06

Tampa, FL

Customer Service Representative II

●Answered incoming calls from employees, employers, managers, and third-party administrators for general inquiry activities

●Processed FMLA absences through TOPS. Processed claims intake for Short Term Disability, Workers' Compensation, Auto, General Liability, and Property

●Logged incoming faxes through the computer system, shredded confidential documents and placed in

●proper recycling bin

Education

East Bay Senior High School

Gibsonton, FL

High School Diploma

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