Customer Service Representative

Mia Gillespie

Skills

Healthcare Customer Service Representative

DST Health Solutions - Kansas City, MO

September 2019 to July 2021

• Claim pricing and help with pharmacists to get medications to members and see where a medication was filled lasts.

• Work with providers to check status of claims, to go over health insurance medical and pharmacy benefits.

• Write detailed notes and be efficient laser focus. Team Lead Call center

Alphapointe Contact Services

2015 to 2019

• Make sure all computers are running, making note of any computer issues

• Provide coaching to Teleservice Representatives

• Maintain awareness of both queue and call production.

• Complete calling program time sheet which includes listing hours on program and employee hours worked.

• Support the quality initiative of the organization.

• Relationship management

• CRM Software

• Negotiation

• Research

• Data entry

• Computer literacy

• Microsoft Office

• Conflict Resolution

• Analytics

• Account Management

• Customer Service

• Google Suite

• Typing

• Sales Support

• Problem-solving

• Phone etiquette

Work Experience

Customer Service Representative

Convey (contracted for UHC) - Kansas City, MO

December 2021 to December 2022

• Answer 50-70 incoming phone calls per day from customers and identify the type of assistance the customer needs

• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

• Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed Customer Service Agent

Centrinex - Kansas City, MO

July 2021 to December 2021

• Explains products and/or services to customers using prepared scripting

• Provides prompt resolution to inquiries by providing accurate information diplomatically

• Documents records in a detail-oriented manner

• Follows up in a timely fashion to ensure customer satisfaction

• Performs other duties as assigned

2010 to 2012

• Cold calling for homeowners insurance needs

• Lead generation and appointment setting

• Help customers get the insurance that one could afford and right down to the penny quote

• Promoted auto, home, life and business insurance Receptionist

Its Best Construction

2007 to 2010

• Appointment setting and cold calling to get prospects

• Generating possible business by building rapport with other businesses

• Finding ways to increase exposure

Education

Associate in Business Ethics Metropolitan

Community College - Southwest, PA

Customer Service Representative

State Farm Insurance

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Appointment Specialist

Showing Time

2012 to 2015

Answer in-outbound calls

• Would confirm the appointment through phone, email, and text

• Do follow-up calls to see if appointment was confirmed

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