Customer Service Representative
Resume:
Michelle Hawkins South River, NJ
************@*****.***
PROFESSIONAL SUMMARY
Dedicated Customer Service Professional with 25+ years of experience delivering exceptional customer support across healthcare, hospitality, and financial services industries. Proven track record of maintaining high customer satisfaction while managing high-volume inquiries, resolving complex issues, and building positive client relationships. Expert in medical coding, insurance verification, and multiple CRM systems. CORE COMPETENCIES
● Customer Relations: Multi-channel support (phone, email, in-person) with focus on patient care and client satisfaction
● Healthcare Expertise: Medical coding (ICD-10, CPT-4, HCPCS), insurance verification, prior authorization processing
● Technical Proficiency: Brightree, FastTrack, Microsoft Office Suite, AS400, SAP, CRM systems
● Communication: Professional phone etiquette, conflict resolution, and stakeholder management
● Process Management: High-volume call handling, order processing, claims research, and documentation
PROFESSIONAL EXPERIENCE
Customer Service Representative/Intake Specialist - IV Therapy PROMPTCARE COMPANIES Clark, NJ January 2013 – Present
● Manage customer intake and order processing for specialized IV therapy services, serving nurses, sales representatives, and referral sources
● Provide exceptional phone support while maintaining professional demeanor with patients requiring special medical needs
● Process insurance verification and obtain prior authorizations, ensuring seamless service delivery
● Utilize Brightree system and Excel for accurate data management and reporting
● Apply knowledge of ICD-10 and CPT coding to support billing and compliance requirements Senior Customer Service Representative
ALLCARE MEDICAL Sayreville, NJ May 2005 – July 2012
● Delivered comprehensive customer support for durable medical equipment (DME) services via prescription fulfillment
● Conducted thorough insurance verification and patient qualification assessments for prescribed equipment
● Managed high-volume phone operations with consistent follow-up to ensure customer satisfaction
● Operated multiple systems including Microsoft Outlook, FastTrack, and Brightree for efficient case management
● Specialized in CPAP, BIPAP, and ventilator equipment support, providing technical guidance to customers
Reservation Specialist
SIX CONTINENT HOTELS Lebanon, NJ April 2003 – July 2004
● Provided personalized accommodation services to guests, travel agents, and corporate clients
● Delivered consultative sales approach to maximize customer satisfaction and revenue opportunities
● Managed reservation systems using Microsoft Outlook and Lucent phone system
● Maintained detailed customer records and preferences for enhanced service delivery Customer Service Representative - Financial Services KING TELESERVICES South Plainfield, NJ September 2002 – April 2003
● Handled high-volume shareholder inquiries in fast-paced call center environment
● Provided expert guidance on stock purchases, sales, and transfer transactions
● Researched and resolved complex escalated issues involving stock price changes and splits
● Operated Windows 95, AS400 system, and SAP while providing switchboard support Customer Service Representative - Healthcare
PRUDENTIAL HEALTHCARE Cranbury, NJ September 1994 – July 2002
● Maintained consistently high customer satisfaction ratings while handling member inquiries and concerns
● Applied extensive knowledge of CPT-4 and ICD-9 coding for claims processing and resolution
● Researched and resolved complex claims issues including suspense, pending, and denied claims
● Demonstrated expertise across multiple insurance plan types: PPO, POS, HMO, Medicare, and Medicaid
● Provided education and support to members regarding benefits and coverage options Customer Service/Accounts Payable Specialist
REVLON, INC Edison, NJ June 1985 – August 1993
● Processed customer orders and maintained accounts payable operations with high accuracy
● Managed vendor relationships through extensive client contact and communication
● Utilized IBM System 36 for billing operations and financial record management
● Ensured seamless order-to-cash process through careful invoice matching and purchase order verification
EDUCATION
2
Diploma CITTONE INSTITUTE Edison, NJ 1985 High School Diploma PERTH AMBOY HIGH SCHOOL
Perth Amboy, NJ 1983
CERTIFICATIONS
Certified Coding Associate (CCA) AHIMA
TECHNICAL SKILLS
Software & Systems: Brightree, FastTrack, Microsoft Office Suite (Excel, Outlook, Word), AS400, SAP, IBM System 36, Lucent Phone System Healthcare Specialized: Medical coding (ICD-9, ICD-10, CPT-4, HCPCS), Medical terminology, Insurance verification, Prior authorization, Claims processing Customer Service: Call center operations, Multi-line phone systems, CRM management, Order processing, Account management 3
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