Customer Service Representative

Jeneasa Hodge

Katy, Texas, *****

Phone: 346-***-****

Email: *********@*****.***

• Objective

To build a foundation with a prestigious company while expanding my knowledge and business administrative skills.

• Work Experience

7/2022 - present

Independence Blue Cross

Customer Service Representative-remote

Attains and keeps current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries.

Available as assigned to accept calls in a professional and courteous manner.

Determines the nature of the call and takes all possible action, including research, completing forms, or any follow-up, to expeditiously ensure the provision of accurate information, service, and assistance upon first contact.

Acquire knowledge of all claims systems applications and member service systems.

Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry.

Checks internal system inboxes to ensure completion and follow-up action. Obtains required information and makes a callback when necessary to complete action on inquiries.

Meets quality performance standards and works within established time frames.

Ability to ask effective probing questions and deescalate challenging member inquiries and concerns

Supports the area in the ongoing use of TQM principles in a continuous quality improvement process.

Performs other duties as assigned.

11/2019 – 12/2021

WCA

Customer Service Representative

Assisting customers with billing questions and service inquiries Processing payments for monthly services Collect past due payments

Assist client with opening new accounts

Knowledge on how to use a switchboard phone system

Assist client with questions regarding their trash services and billing questions and concerns Enter and update client demographics

01/2019 – 12/2019

Iqor

Customer Service Representative

Assist customers with deductible questions and insurance claims for their mobile and electronic devices Knowledge on how to use a switchboard phone system

Making sell attempts per call when upselling opportunities present themselves Adhering to call center Metrix

Met bonus goals per month for quality and assurance

03/2017 – 12/2018

ACS

Customer Service Representative

Assigned to Sprint Client

Taking inbound calls to start services with Sprint Upselling Sprint products and family plans Creating extensions for past due accounts Process customer payments

Met goals for monthly quality and assurance

08/2014 - 03/2017

Bee Busy Inc

Office Manager/Phlebotomist

Collect and centrifuge blood

Counsel the community by organizing outreach programs Transfer collected specimens and dispose of waste properly Syphilis and HIV testing

Enter patient demographics

Follow HIPPA guidelines

Performed office manager duties

Greet customers, assist signing in

Collate and distribute mail

Schedule and coordinate staff meetings Schedule appointments and maintain calendar Manage accounts and perform bookkeeping

• Education

2005 – 2009

Stafford High School High School Diploma

2009 – 2012

Lamar University

2020 – Current

Houston Community College Associate of Applied Science/Nursing

• Additional Skills

Computer skills in Microsoft Office, Microsoft Outlook, Microsoft Excel, Microsoft Word, Microsoft Access, Microsoft PowerPoint, PeopleSoft. Able to establish rapport and credibility with a diverse group of individuals. Is detail-oriented (analytical and statistical skills) and can work independently and within a team.

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