Customer Service Representative

Heather L. Raymond

**** ********** ** 816-***-****

Kansas City, MO 64114 *********@*****.***

Professional Profile

Effective Team Player, High Degree of Professionalism, Dedicated to Exceptional Quality Willing to go the Extra Mile for the Company and the Customer EXPERIENCE:

Synchrony Bank, Merriam, Kansas August 2021 – Present Senior Customer Service Representative

Handle incoming calls for numerous clients in high volume retail credit card call center

Research and resolve general and complex billing inquires, handle other more complex account issues off the phone as needed

File disputes and assist with the follow up process as needed

Update customer information; address, phone numbers, email addresses, etc.

Process lost/stolen cards along with any unauthorized activity

Add authorized user, request replacement cards, issue pin numbers for cash advance

Process late fee and other miscellaneous fee waiver requests

Process electronic check and debit card payments, activate cards

Educate customer of option for online access and assist with setup/access issues as needed

Work with other internal departments to achieve first call resolution

Answer general questions regarding rewards program applicable to each card, and refer on to appropriate department for more complex issues

Meet the performance goals established for the position in the areas of; efficiency, call quality, customer satisfaction, attendance, and schedule adherence

United Health Group, Overland Park, Kansas July 2014 – May 2021 Subject Matter Expert

• Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence

• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider

• Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed

• Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient

• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues

Participate in design of call monitoring program and quality standards

Perform call monitoring for a select number of representatives and provide call monitoring support to supervisors as needed

• Deliver call quality feedback to employees in timely manner

• Provide coaching on improvement opportunities and implements developments (when required)

• Ensure accurate communication and complete documentation on each call

• Assist in identifying top defects and develops solutions for common errors

• Assist in call calibration, quality assurance scoring with supervisors, trainers, WFM analysts, and other parties on a monthly basis

• Monitor electronic email customer contacts

• Participate in the ongoing improvement and re-engineering of contact center processes; continually examines opportunities for quality improvements and adherence Settlement Solutions Inc., Kansas City, Missouri January 2001 – June 2014 Administrative Assistant/Office Manager

Started general office work at a specialized insurance agency that placed annuities providing payments for survivors and injured parties involved in Federal and State tort litigation (Structured Settlements)

• Assembled, priced, and computed annuity proposals from multiple insurance companies

Drafted and wrote release documents, court approval proposals, and settlement documents

Attended national settlement conferences, mediations, and court hearings on a national level

Dealt with multiple insurance companies, plaintiff and defense attorneys, Federal court judges, State court judges, and self-insured companies on a corporate level

Managed all office operations including accounts payable, scheduling, all general and administrative office duties, and payroll

Attended and participated in medical malpractice, auto liability, product liability settlement conferences, court hearings and mediations of litigation cases

EDUCATION:

Dowling Catholic High School, West Des Moines, IA

NOTABLES:

Activities: Assist at sporting events. Distribute flowers and visit hospital patients. Active participant, providing dog therapy to various organizations and facilities.

Volunteerism: Animal Rescue League including walking shelter animals. Race for the Cure. Homeless shelter

Leadership: Educated and train co-workers. Provide and facilitate on the job training for new employees. Call monitoring and coaching sessions. Big Brothers & Big Sisters.

Awards: Service Awards. Top Individual, Team and Site Performance.

Achievements: Series 6 Broker’s license

References provided upon request

Contact this candidate