Customer Service Call Center
Resume:
Tammy Griggs
Frisco, TX *****
*************@*****.***
Professional Summary
Resourceful and detail-oriented customer service professional with 16 years of experience in various roles, including customer advocacy, benefits administration, and patient care coordination. Proficient in medical terminology, insurance verification, and HIPAA guidelines. Skilled in customer service, conflict management, and office management. Possesses strong communication and problem-solving skills. Work Experience
Certified Medication Technician
Janie's Place Mental Health and Sober Living-Frisco, TX June 2024 to Present
Manage residents in mental health and sober living home. UA tests and breathalyzer as needed.
Administer and manage resident daily medications.
Provide transportation to residents.
Follow up on daily chores upon completion.
Assist with client financial requests.
Customer Advocate
Blue Cross Blue Shield-Richardson, TX
December 2022 to July 2024
Verify medical benefits for members and providers. Adhere to strict call center guidelines.
Multitask while receiving inbound calls.
One call resolution.
Able to diffuse angry, upset clients.
Benefits Administrator
One Source Virtual-Remote
February 2022 to August 2022
Seasonal-Remote.
Enrollment of Benefits.
Processed Appeals.
Dependent Audits.
Incoming Calls.
Respond to Email Inquiries.
Benefits Coordinator
Kelly Services-Dallas, TX
August 2021 to November 2021
Contract/ seasonal- Remote
Annual enrollment coordinator.
Updated personal data per employee request.
Followed HIPAA guidelines.
Met daily metrics quota.
Documented call resolution.
Customer Service Representative
Aspira-Dallas-TX
August 2020 to March 2021
Inbound call center.
Assisted federal employees with 401K loans.
Updated stock options per customer request.
Updated employee personal information.
Documented phone inquiries as received.
Followed strict HIPAA guidelines.
Patient Care Coordinator
AllianceRx Walgreens Prime-Irving, TX
August 2017 to July 2018
Processed new and refill specialty medications.
Scheduled overnight delivery via FedEx or UPS.
Communicated with pharmacists on medication side effects. Confirmed prior approval of medication.
Followed call center metrics and HIPAA laws.
Administrative Assistant
Let 'Em Ride Autos, Inc-Dallas, TX
August 2016 to July 2017
Assist customers with auto loans and past due payment arrangements. Scheduled service appointments.
Answered phones, processed certified letters, filing, balanced daily financial transactions. Customer Service Associate
The Exchange-Dallas, TX
September 2015 to May 2016
Call center for military star credit card and shopmyexchange.com customers. Assisted military members and family members with credit card payments and shopping on line inquiries. Created call tags for damaged and incorrect orders. Collections on accounts 30*60 day delinquent accounts. Administrative Assistant
PBI Supply Inc.-Dallas, TX
April 2014 to November 2014
· Front desk duties, processed orders, created shipping log, processed sales expense reports
· Processed payments, answered phones, answered phones, sorted mail, created UPS shipments
· Organized company luncheons, set up hotel reservations, made travel arrangements for upper management/sales team
Customer Service Support
GM Financial-Arlington, TX
April 2012 to May 2013
· Provide quality customer service with each outgoing telephone call, written requests with accurate and courteous responses.
· Initiate and process customer correspondence requests.
· Review and approve all outgoing correspondence according to department policies and procedures .
· Verify and process credit disputes
Consumer Affairs Sr. Associate
Retail Products Group-Dallas, TX
December 2007 to May 2011
• Answered and documented all incoming calls from consumers and provided accurate knowledge of all company products
• Maintained monthly product reports for customer service manager and marketing department
• Processed incoming mail correspondence from consumers including requests for money saving coupons and/or product refunds per our money- back guarantee guidelines
• Diffused angry, upset consumers in a professional manner
• Provided back up assistance to front office receptionist (switchboard, greet customers, etc.)
• Provided back up assistance to customer service by processing orders, data entry, filing, etc. Benefits Specialist
Aetna Insurance-Arlington, TX
August 2002 to December 2007
· Determined purpose of call by actively listening and interacting with client, triaged call in a professional and timely manner in an extremely fast paced, high call volume atmosphere
· Assessed client needs; researched and articulately communicated information regarding pertinent EAP/ Worklife services and resources
· Entered client information into the appropriate EAP system to initiate the case and documented comments and information thoroughly and professionally
· Utilized relevant Aetna databases to research and identify validated, appropriate resources to resolve client needs.
Education
Business
De Soto High School - Dallas, TX
September 1980 to May 1984
Skills
• Ability to work in a fast paced, high call volume environment while maintaining a positive and professional attitude
• Computer knowledge with 20 years plus experience
• Strong communication and problem-solving skills
• Data entry
• Insurance Verification
• Multi-line phone systems
• Office Administration
• Receptionist
• Clerical Experience
• HIPAA
• Medical Terminology
• Phone Etiquette
• Accounts Receivable
• Customer service
• Conflict management
• English
• Communication skills
• Computer skills
• Typing
• SharePoint
• Accounting
• Office Management
• Medical Billing
• Microsoft Office
• DME
• Microsoft Outlook
• Google Suite
• Microsoft Excel
• Communication skills
• Research
• Customer service
• ICD-10
• HIPAA
• Clerical experience
• Phone etiquette
• Organizational skills
• Typing
• Windows
• Conflict management
• Medical terminology
• Leadership
• Front desk
• Accounts receivable
• Office management
• Order entry
• Customer support
• Manufacturing
• Microsoft Word
• Sales
• Accounting
• Customer service
• Computer skills
• Medical terminology
Certifications and Licenses
Driver's License
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