Customer Service Call Center
Resume:
Della Tucker
San Diego Ca *****
*********@*****.***
• Della is experienced Customer Service Professional with over 15+ years of experience in providing customer service in busy call center environment.
• Responsible for responding to member eligibility or group questions & amp; verify enrollment status
• Enrolling individuals and families in health plans and educating enrollers about plan
• Della is local to San Diego, CA
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Benefits Customer Service Representative
Apex Systems \ willis towers & watson - San Diego, CA May 2019 to July 2019
Job duties for this position included:
Provide a high level of customer service support when handling customers’ questions/complaints in respect to defined
benefit pension and/or health and welfare plans.
Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations
(responding in a respectful, accurate, timely manner, consistently meeting commitments). Demonstrate flexibility to customize customer service approach to meet all types of member communication styles
and personalities.
Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and
company data security requirements. Proficiently translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon. Read and understand client’s plan documents, amendments or online knowledgebase tools, etc. Collect relevant information, determine immediate requests/questions and also anticipate the future needs of the
member.
Maintain diplomacy and tact while dealing with upset or escalated callers. Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing
appropriate and accurate information.
Maintain and document complete and accurate call and case notes. Respond professionally to customer inquiries/complaints received via phone, email or other communication channels.
Demonstrate ability to maintain a high level of customer service in a changeable work environment. Participate in team meetings and training.
Possess a cooperative and positive attitude towards customers, internal contacts and team members Customer Service Support Representative
Kaiser Permanente - San Diego, CA
February 2018 to October 2018
Essential duties
• Received and processed telephone calls from Health Plan members requiring medical advice or general information by: Assesses the patient's problem utilizing established protocols and interaction with provider on-site or on-call; makes appropriate recommendations to include advice, appointments per protocol; appropriately documnted calls received with adherence to inter-regional documentation; acts as an extension of the health care team to meet member needs.
• Assisted members in empathetic, efficient manner to determine best course of action to resolve issue.
• Meet regional standards set by call center management to achieve optimal member satisfaction such as phone access and service standards receptive to constructive feedback by supervisors and/or QI to better serve members.
• Contributed to the development of protocols, procedures, patient education, and training, participated in peer review, quality assurance, and other committees' functions.
• Demonstrates ability to make quick decisions, based on sound base of critical thinking skills/ guidelines by protocols.
• Demonstrate ability to interact with a variety of levels of staff to provide good customer service to internal customers
• Ability to type 30 WPM required.
• Proficiency in the use of applicable computer software required.
• Passed basic Windows test at interview.
• Passed basic typing test required.
• effective interpersonal and communications skills.
• effectively worked with patients,
having interpersonal and communication
skills
Able stand, walk, bend, lift at least 50 pounds, hear, speak, and proficiently PBE enroller
Sharp Health Plan - CaliforniaPBE
October 2017 to November 2017
Oct 2017 - Nov 2017
Certified PBE (Plan Base Enroller)
Responsibilities:
• Helping individuals and families decided on health insurance policies thru Covered California and or thru health plans directly.
• Explaining premiums and CSR (COST SHARE AND REDUCTION) benefits as well as educating enrollers about plan
• Responding to member eligibility or group questions & verify enrollment status Sales Coordinator
Time Warner Cable Business Class
March 2007 to October 2016
Responsibilities:
• Works with all internal Business Class Stakeholders coordinates Business Class products for a timely delivery of all new business, moves, add and changes
• The logging and adherence to individual service commitments
• Coordination and administration all installs and special request
• Responsible for interfacing with existing customers regarding service upgrades, changes and issues
• Act as a liaison between customers, sales teams and various TWC internal departments
• Provides technical training for TWC employees
• Schedule all Broadband and Commercial Cable Sales of upgrades, installs, special request into the CSG billing system
• Enter new, upgrade, downgrade, and disconnect service orders for sales Account Collector
• Worked in an incoming call center for accounts managing
• Reviewed customers' bills, accepted payments and created new accounts
• Technical troubleshooting, installations
Dispatcher
• Worked in an incoming call center with dispatchers for drivers of Time warner
• Assisted in installing cable equipment in subscribers home's
• Worked with systems ACSR, Dpom, and CRS tools for Adelphia systems Customer Service Representative
American Specialty Health
November 2006 to March 2007
Responsibilities:
• Worked in incoming call center with business customers of American Specialty Health
• Reviewed customer accounts regarding billing questions, technical troubleshooting, installation
• Received high evaluation scores on customer contact and service Patient Service Representative
Sharp Rees-Stealy
August 1998 to October 2004
Responsibilities:
• Researched and completed special projects as assigned
• Resolved customer billing questions and handles general inquiries
• Coordinated client and interoffice files and paperwork
• Managed and scheduled patient's appointments
Patient Service Representative II and dispatcher
Kaiser Permanente - San Diego, CA
March 1991 to August 1998
Responsibilities:
• Front desk patient service representative and dispatcher in several departments within the company as a Patient Service Representative and dispatcher a job that requires the ability to handle using multiple task taking incoming telephone calls and information over the telephone also make outbound calls to customers knowledge and experience in computer base systems such as Microsoft Word, Excel, or Power point. Also inputting data into a data base system,
• Reviewed customer accounts regarding billing questions, appointments, technical troubleshooting, and general inquiries
• Maintained high evaluation scores on quality customer service
• Remained in compliance with safety regulations, policies, and procedures Education
Hoover High School
1991
Skills
Customer Service, CSR, Customer Care, Customer Service (10+ years), Customer Support, Call Center Certifications/Licenses
Customer Service
March 1991 to August 2019
Contact this candidate