Customer Service Rep

Dana Waters

********@*****.*** 937-***-**** Dayton, OH

SUMMARY

Seasoned customer service professional with 6 years of experience, including direct support in healthcare settings. Excelled in roles at Anthem and MetLife, adept in health insurance policies, billing, and leveraging Salesforce for client management. Pursuing a Healthcare Customer Service Representative position, bringing proven multitasking abilities and a commitment to high-quality service.

WORK EXPERIENCE

AES Dayton, OH

Customer Service Rep (Credit & Collections) May 2021 - Present

• Address customer billing inquiries and process transactions to ensure accurate account management.

• Facilitate payment processing and uphold company policies by offering structured payment arrangements to customers.

• Educate customers on billing procedures and company policies to promote transparency and understanding. Honeywell Dayton, OH

Medical Assistant / EMC (Part Time) Dec 2020 - Feb 2021

• Conducted oral temperature checks and body scans to ensure health and safety compliance.

• Managed and recorded patient data accurately using Excel to maintain up-to-date health records. Anthem Inc - BCBS Cincinnati, OH

Customer Service Representative Aug 2020 - Dec 2020

• Managed both inbound and outbound calls to pre-qualify small businesses for health insurance plans, ensuring a tailored approach to their specific needs.

• Utilized Salesforce CRM to effectively track customer interactions, document pertinent information, and maintain high-quality service standards.

• Successfully upsold Anthem healthcare products by identifying customer requirements and matching them with appropriate insurance solutions.

MetLife Dayton, OH

Customer Service Representative Nov 2019 - Mar 2020

• Addressed customer inquiries regarding dental coverage, processed billing payments, and managed policy cancellations and reinstatements.

• Coordinated the transfer of calls to appropriate departments and escalated complex issues effectively using Salesforce.

Anthem, Inc. Cincinnati, OH

Health Care Specialist Aug 2019 - Nov 2019

• Assisted clients in making informed enrollment and re-enrollment decisions regarding healthcare plans by evaluating their needs and benefits.

• Utilized Salesforce to efficiently manage client interactions and maintain accurate records of client communications.

Spectrum/Charter Services Kettering, OH

CSR/Dispatcher Oct 2018 - Apr 2019

• Provided customer support by managing account inquiries and effectively delegating tasks to technicians for prompt resolution.

• Enhanced sales by recommending additional products or services tailored to customer needs. TILR/First Financial Bank Hamilton, OH

Customer Service Representative May 2018 - Jul 2018

• Provided comprehensive assistance to customers by setting up and troubleshooting online banking services, ensuring client satisfaction and seamless digital transactions.

• Addressed and resolved a range of customer concerns, contributing to a reliable and trustworthy customer service environment.

Kettering Medical Center Kettering, OH

Nursing Assistant (PCT) May 2013 - Oct 2013

• Assisted patients with daily living activities, ensuring comfort and promoting optimal well-being in collaboration with registered nurses.

• Maintained accurate patient records and delivered compassionate care in a high-stress environment. EDUCATION

Miami Jacobs Career College

Associates Degree, Medical/Surgical Technician

Dayton, OH

2006

Sinclair Community College

Certificate Award, Nursing Assistant

Dayton, OH

2004

Dayton Career Academy

Certificate Award, GED program

Dayton, OH

1988

SKILLS

Customer Service • Salesforce • Skype • Outlook • Nova • Red Cross Certified • CPR/First Aid • Computer Charting System (EPIC) • Microsoft Applications • Call Center Atmosphere • Sales Experience • Multitasking • Dual Monitors

• Health Insurance Policies • Dental Billing • Standard Office Equipment

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