Service Representative Customer

***** **** **** *******

Overland Park, KS *****

913-***-**** *********@*********.***

Maria Wright

PERFORMANCE SUMMARY: Retired as a Correspondence Examination Technician, from Internal Revenue Service on January 19, 2015. Term served is 29 years and 5 months. Recognized for superior efforts, dedication and personal contributions to accomplishing the goals and mission of the Internal Revenue Service.

KEY ACCOMPLISHMENTS: Examined individual tax returns (audits) through correspondence and telephone contact. Required to make adjustments to accounts, manually close cases through various procedures such as agreed, default, manual refund, manual assessment, separate to joint, credit transfer and unpostables.

EXPERIENCE:

01-08-2024 to 03-27-2025 Apria Healthcare, Sleep Supply Specialist (Working at Home)

Serving as the primary patient point of contact for inbound and outbound sales/service calls, identifying patients’ needs, clarifying information, arranging for patients to receive supplies on an ongoing basis, and providing solutions and/or alternatives. Accurately process orders, returns or incorrect orders by working through complex systems and processes. Communicate patient and insurance billing process. Collect payments or make payment arrangements. Verify order status. Schedule RT/Refits/Phone Visits. Educate patients on the value of sleep therapy and the resupply program. Upsell patients on items that will improve their sleep therapy experience. Accurately document patient accounts. All duties performed while adhering to HIPAA guidelines. Communicate with coworkers, management, customers, and others in a courteous and professional manner.

06-15-2021 to 07-14-2023 Convey Health Solutions, Member Services Advocate, Customer Service Representative (Working at Home)

Place orders for members over-the-counter products. Update account information such as temporary changes of address for shipping or alternate phone numbers. Educate members on how the supplemental over-the- counter benefits works, including benefit amounts, and products available, and frequency of coverage. Identify member complaints and grievances and escalate according to client specific procedures. Assist health plan members with inquiries related to their over- the-counter benefits and/or phone call. Look up over the counter medicines on the formulary to verify if they are offered, and if a drug is not offered provide an explanation as to why. Make concise and detailed notations as it pertains to member records. Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner. Conform with and abide by all regulations, policies, work procedures and instructions.

05-11-2015 to 02-01-2020 JCPenney, Customer Care Home Agent, Customer Champion 1

•Provide support and assistance to jcp.com customers. These include helping customers shop or navigate on jcp.com/ providing order status updates, placing orders, and providing technical support.

1996-2008 JCPenney, Catalog Customer Service Representative

•Duties are the same as the Home Agent. The difference was the shopping was through JCPenney catalogs. At that time there was no online shopping.

1981-2015 Internal Revenue Service Kansas City, Missouri, Correspondence Examination Technician

•Retired January 19, 2015.

Examined individual tax returns (audits) through correspondence and telephone contact. Required to make adjustments to accounts, manually close cases through various procedures such as agreed, default, manual refund, manual assessment, separate to joint, credit transfer and unpostables.

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