Customer Service Specialist
Resume:
JENNIFER
VARNADORE
SUMMARY
A motivated and dedicated Customer Service Specialist with ten years
of active experience with the development and enforcement of policies and procedures in a company. Looking for a manager position in a dynamic organization where my skills will be fully utilized. Proficient in a range of computer applications. Well-developed communication and customer service skills. Proven ability to efficiently plan and manage multiple assignments to meet tight deadlines. WORK EXPERIENCE
2023– present Asset Account Recovery Agent
Amerifund Equity Group - Remote
• Review delinquency 1st payment queues daily and contact borrowers on delinquent accounts by telephone or written correspondence.
• Skip Trace certain delinquent members by pulling files, calling references or using other means to locate members using Accurint, Transunion TLO, and Credit Reports.
• Collect charged off accounts.
• Work asset recovery hunt group by taking calls and assisting members.
• Collect Repo fees and other collection expenses.
• Remove lines of credit and request Adverse Action Notices.
• Submit accounts to recovery agency for repossession of collateral.
• Make arrangements for surrender of collateral.
• Process repossession paperwork by pulling files, titles of collateral. Prepare for manager approval.
• Post payments and/or set arrangements for promises to make.
• Process returned mail to locate current address.
• Research accounts for possible fraud.
• Provide support to contact center, branch employees and fellow Asset Recovery employees with delinquent and charged-off loans and charged-off share draft account matters, repossessions, share- loss accounts, VISA and Home equity or Mortgage accounts. 2019 – 2023 Customer Evergreen Service Work- Representative Remote Accounts Receivable
• Evaluated account and service histories to identify trends, using data to mitigate future issues.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with up to 50 calls in queue per minute.
• Greeted guests and completed their check-in process.
• Provided quality customer service at each guest interaction.
• Reviewed guest travel documents to meet government travel requirements and transferred the information accurately into computing systems.
• Educated customers about billing, payment processing and support policies and procedures. 5003 Bent Twig Rd. Middleburg, FL
*********.********@*****.***
SKILLS
• Healthcare Benefits
• Claim Billing
• Documentation
• Email & Fax
• Process invoices
• Legal Documentation
• Processing Claims
• Policies
• Sales
• Proficient Typing
• Case Management
• Customer Service
• Call Center
Management
• Quality Assurance
• Electronic Medical
Records (EMR)
Systems
• Microsoft Office
COMPUTER
• Microsoft Office
Suite
• Excel
• Word
• Access
• Outlook
• PowerPoint
• Resolved billing and claims issues over phone with customers daily.
• Keep records of quality reports, statistical reviews and relevant documentation
• Facilitate proactive solutions by collecting and analyzing quality data.
• Respond to inquiries regarding healthcare benefits from providers, brokers, employers and other customers.
• Follow-up on caller inquiries that were not immediately resolved.
• Resolve conflict as the first point of escalation for customers or route to other staff who can resolve.
• Accurately record information in the operating system to reflect all activity/interaction with member accounts and follow up.
2014– • 2015 Assessed caller Healthcare accounts Communications to determine healthcare Agent benefits, identify service needs and resolve issues. Connexion Point
• Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, and correspondence.
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
• Contact doctor’s offices, pharmacies, and medical groups on behalf of the customer to assist with questions, schedule appointments, and close gaps in care. Make outreaches where necessary to with internal specialists for assistance.
• Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient.
• Assists in maintaining a clean, organized and efficient work area, including maintaining supplies necessary to perform job duties.
• Provide single point of contact for the member for highly designated or dedicated UHC national or key account insurance plans
• Respond to and own consumer inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims, financial spending accounts, correspondence, OptumRx Pharmacy, Optum Behavioral Health and self-service options
• Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
2010– 2014 Call Pain Center relief Network Representative
• Tested and evaluated customer network systems.
• Performed regular maintenance to ensure that networks operated correctly
• Assisted customers in properly diagnosing technical issues
• Walked customers through recommended problem-solving steps
• Create correspondence and self-addressed envelopes as needed.
• Answer telephone assisting patients as needed.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Call clients and customers to inform them about the company’s new products, services and policies
• Guide callers through troubleshooting, navigating the company site or using the products or services
• Collaborate with other call center professionals to improve customer service.
• Help to train new employees and inform them about the company’s customer management policies. EDUCATION
Diploma of Arts
Edward High School-
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