Customer Service Call Center

Peter S. Clements, Jr.

**** **** *****, *** * Greensboro, NC 27409

*********@*****.*** 609-***-****

Summary of Qualifications:

● Over 8 years of experience in customer service and sales

● Over 9 years of experience in the medical field as a dialysis technician

● Excellent organization and communication skills

● Effective problem solver; thorough researcher

● Equally effective working independently and in cooperation with others

● Strong analytical and writing skills

● Remain calm and work well under demanding conditions Professional Experience:

Call Center Representative Conduent (Remote)2024 to Present

● Answered calls from residents of Kentucky with questions concerning their Medicaid, SNAP and TANF benefits.

● Assisted customers with their password, online application status and navigating the State’s Application Tool.

● Used multiple data systems to answer questions, update application files or direct customers to other resources. Program/Pharmacy Claims Support Representative IQVIA (Remote)2022 to 2023

● Provided initial response to customer Support Center requests via telephone, email, fax, or other contact.

● Addressed and resolved customer issue such as: card activation, program eligibility, explanation of program benefit and explanation/troubleshooting of submission rejection.

● Documented issues, related information and resolution; and escalated unresolved issues appropriately.

● Adjudicated medical claims for patients, ensuring accuracy and compliance with policy guidelines. Call Center Representative Alorica, Greensboro, NC (Remote)2021 to 2021

● Answered inbound calls from Duke Energy customers concerning account and service questions.

● Accessed and provided customers with the correct billing information and solved billing disputes.

● Accepted payments for bills by check and debit cards or allowed extra days for customers to pay.

● Explained high bills; advised customers of other services and benefits offered by Duke Energy. Dialysis Technician Davita Dialysis, Camden, NJ 2013 to 2016

● Performed as an acute dialysis technician at Lady of Lourdes Hospital delivering dialysis services.

● Performed machine set up and other duties to ensure proper treatment.

● Communicated patient status to doctors and nurses; trained 4 nurses and 3 nursing students. Patient Care Technician Fresenius Medical Care, Atlantic City, NJ 2012 to 2013

● Set up and break down of dialysis blood system.

● Obtained and recorded patient vital signs and machine readings per facility policies.

● Monitored and assessed patients during and after prescribed treatments. Patient Care Technician South Jersey Healthcare, Vineland, NJ 2008 to 2012

● Assisted staff in providing services and treatments to patients. Patient Care Technician Shore Memorial Hospital, Somers Point, NJ 2008 to 2008

● Obtained training and certification to work as a legally certified dialysis technician. Retention Specialist II Comcast, Voorhees, NJ 2002 to 2008

● Trained newly hired personnel for customer service and retention teams.

● Managed supervisor and retention calls in a high-volume call center; met or exceeded monthly goals. Education:

Rowan College at Gloucester County Major: Nursing

Star Technical Institute Dialysis Technician

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