Customer Service Call Center

Lisa Lopp

White House, TN *****

Summary

● Highly experienced in Customer Service Representative with extensive experience working in top fortune

companies. Possess strong experience in benefits call centers.

● Answered an average of 80 calls per day by addressing customer inquiries, solving problems.

● Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

● Maintains benefits member database.

● Responded to inquiries and determined services required by asking probing questions.

● Communicated with members on benefits and advantages of current health plans.

● Provide plan benefits and eligibility to providers and explain insurance plan to provider when necessary.

● Made insurance claims for credit card benefits and extended warranties, used multiple line phones, accessed

information from in house and internet programs to help customers with their benefits.

● Strong attention to detail and ability to manage multiple priorities and deadlines.

● Highly organized with a strong attention to detail

Education

● GED / California Proficiency Exam, Community college, certificate program for Child Development Cosumnes

River College, Sacramento CA

● Certificate in Administrative Assistant, Sawyer Business College - Sacramento, CA

Skills

● Administrative Experience ● Customer Service ● Pharmacy Technician

● Benefits Call Center ● Customer Focus ● Quick Logic Skills

● Call Center ● Customer Support ● Technical Support

● Cisco Finesse Expert ● HIPAA ● Trained in Service Now

● Cold Calling ● Microsoft Excel, Outlook ● Zoom/Teams Experience

Professional Experience

Infojini Consulting - Nashville, TN Dec 2023 to Oct 2024

Credentialing Administrator

● Responsible for enforcing regulatory compliance and quality assurance.

● Collection and querying of data, data entry, summarization, and dissemination of data to support day to day

operational tasks related to corporate and contract Personnel Security and Credentialing requirements.

● Part of a fast-paced team which serves internal and external customers.

● Ensure staff are properly vetted, and records are maintained for auditing and reporting purposes.

● Informs manager of potential certification, credentialing or contracting issues.

● Creates and maintains credentialing files consistent with policies and procedures.

● Handles moderately complex issues and problems, and refers more complex issues to higher-level staff.

Populus Group - Nashville, TN Jan 2021 to Dec 2023

Benefits Call Center Representative

● Guides plan participants on benefits processes, investigates issues, and provides problem resolution.

● Prepares materials for the delivery of training to employees and Line Human Resources.

● Reviews and responds to voicemails and emails for plan participants as needed.

● Proficient in Microsoft Excel. I can build spreadsheets. Compiling data, entering information, and making

calculations.

● Uses courtesy and sympathy to make quality decisions for plan participants.

● Manages switching between internal and external sources.

● Assisted with special projects, using pivot tables, formulas, and V-Look Up in Excel.

● Communicates with own team and other departments to quickly resolve cases.

MissionSide - Nashville, TN Jan 2020 to Oct 2020

Census Questionnaire Assistance Rep / Customer Service

● Used the US Census Bureau's software to complete the US Census Questionnaire for respondents calling into the

call center.

● Follow up customer calls where necessary.

● Helped answer any questions that arose.

● Provide a high level of customer service support.

● Proficient in Microsoft Excel. I can build spreadsheets. Compiling data, entering information, and making

calculations

● Informs customers about services available and assesses customer needs.

● Used an outgoing phone system to contact and correct any missing information needed. Worked with MS Outlook.

Tailored Management - Nashville, TN Jan 2019 to Jan 2020

Appeals Processing Representative

● Processed Med Part D appeals for patients, and prescribers, worked on Cigna and Express Scripts software, used

all aspects of Microsoft Outlook as needed. Used HIPAA and Medicare guidelines to best assist patients with

getting their appeals processed, swiftly and accurately.

Accredo Health Group - Nashville, TN Jan 2018 to Jan 2019

Patient Care Advocate

● Communicated with patients and patient relatives to take orders and set up shipments for specialty medicine

ensuring accuracy and HIPAA compliance in all aspects.

● Maintained in- depth knowledge of pharmacy services, medication requirements/guidelines, to best support

customers while meeting regulations associated.

● Worked with pharmacists and medical office personnel.

Asurion - Nashville, TN Oct 2016 to Jan 2018

Customer Service Representative/ Benefits Call Center

● Got promoted to Card Services Benefit department within Asurion.

● Answered an average of 80 calls per day by addressing customer inquiries, solving problems.

● Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

● Maintains benefits member database.

● Responded to inquiries and determined services required by asking probing questions.

● Communicated with members on benefits and advantages of current health plans.

● Provide plan benefits and eligibility to providers and explain insurance plan to providers when necessary.

● Made insurance claims for credit card benefits and extended warranties, used multiple line phones, accessed

information from in house and internet programs to help customers with their benefits. Handled many different

customer situations to achieve optimal resolutions.

Promoted to the benefit department.

Asurion - Antioch, TN May 2016 to Oct 2016

Technical Support Specialist

● Directv Protection Plan call center.

● Assisting customers with technical issues for every aspect of the equipment.

● Setting up service calls, and ordering new equipment and services.

● Using computer calling and transferring system.

● Up-selling products.

● De-escalating unhappy customers and situations.

CVS Caremark/SilverScript PDP - Nashville, TN Oct 2015 to May 2016

Customer Care Representative

● Answering multi-line inbound calls, made outbound calls on an as needed basis, using multiple intranet and

internet programs to help customers.

● Answering questions about policies and general insurance procedures, assisted with Medicare D customers, aided

customers with ordering prescriptions.

● Providing friendly and professional customer service.

● Extensive coaching and training on quality of customer experience

● Responds to telephone, email and live chat inquiries regarding client benefits

Walgreens - White House, TN Jan 2006 to Sept 2015

Head Photo Specialist - Pharmacy Technician

● Supervise employees in photo department, training employees, increased holiday sales in photo department,

managed all inventory and supplies, cash handling, accountable for sales promotions, cross trained as pharmacy

technician, product restructuring, directed and managed team building projects.

Contact this candidate