Call Center Customer Service

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Linda Maples

Memphis, TN ***** 901-***-**** **********@***.***

Summary

Highly efficient Human Resources & Administrative professional offering over 30 years of performance in fast-paced and challenging administrative environments. Resourceful team players focused on developing efficient processes using knowledge of HR administration, recruiting and employee records management. Adaptable and strategic with strong proficiency in Microsoft Office Suite.

Skills

• Microsoft Office Suite

• Call center operations

• Customer support

• Database maintenance

• Payment processing

• Organizational skills

• Training and development

• Cross-functional collaboration

• Inbound and Outbound Calling

• Benefits Administrator

• Policies Implementation

• Policy and Procedure Writing

• New Hire Onboarding

• Employee Relations

• Recruitment Management

• Customer Relations

• Project Management

• Compensation and Payroll

• Payroll and Benefits Administration

• Talent Acquisition

• HR Policy/Procedure Development

Experience

WELLDYNE 02/2025 – 05/31/2025

Customer Service Representative

• Responsible for answering high volume of inbound calls from doctor’s offices and members to refill medications as requested and process manual enrollment of members

• Use jobs aids, teams, Socrates, chat, and SharePoint to process member and patient information

• Transfer nurses and dieticians to pharmacy regarding mediations

• Document all calls with the reason and resolution of the call CVS SPECIALITY CALL CENTER 10/2023 – 03/2024

Customer Service Representative

• Responsible for answering high volume of inbound calls from doctor’s offices requesting prior authorizations for medications and administrative codes timely.

• Follow routine job aids and standards in the process of working.

• Placing outbound calls as needed to relay additional information or if the call disconnects during the conversation.

• Gather information regarding the requesting and servicing doctor’s office NPI, TIN, address location and member ID, ask clinical questions to properly approve the case. Transfer doctor’s office to pharmacy to complete the authorization if the questions lead to additional approvals.

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• Use phone, Microsoft Teams and Microsoft Outlook to communicate with team members and supervisors regarding approvals, denials or dismissals and other information.

• Attend weekly team meetings to keep up to date about any changes regarding how to properly approve/disapprove medications and to ensure customer service satisfaction.

• Document each call properly using the Internal Note Tool and other communication tools for the case.

• Use other software’s such as Five 9, Verint, Specialty Precert Grid, Med Compass, National Precert List (NPL) and etc.

• Track each call using excel spreadsheet to document member ID, case #, medication and call type (i.e. approval, pend to RPH, call inquiry, dismiss, etc.) CALL CENTER CUSTOMER SERVICE SPECIALIST 06/2021 – 06/2023 ADT Security Services, TN Call Center

• Responsible for answering high volume of inbound calls and placing outbound calls if needed for the customer in a fast-paced environment, assisting customer with billing issues, processing payments, refunds and credits, reversal of balance of contract fees, record agent and participant interactions of the call or future agent to be able to assist cx if they have to call back transactions, recording details of inquiries, complaints, or comments, as well as actions taken, document calls for the record, transfer customer to other departments for assistance, chat with Performance Qualifiers for assistance if needed, attend weekly, monthly, and ongoing training as needed

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

• Managed high-volume of inbound and outbound customer calls.

• Audited customer account information to identify issues and develop solutions.

• Implemented additional services to maintain exceptional client service ratings.

• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.

• Managed customer expectations by clarifying needs, identifying options and recommending products and services.

• Answered, screened and processed high volume of calls daily with call management system and web-based communications.

• Performed needs analysis and presented options based on findings to help customers make decisions. HEALTHCARE EMPLOYER TN CALL CENTER 08/2020 - 03/2021 Home Depot

• Answered, screened and processed high volume of calls daily with call management system and web-based communications to exchange straightforward information

• Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.

• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

• Made reasonable procedure exceptions to accommodate unusual customer requests.

• Offered resolutions to de-escalate calls and solve customer issues.

• Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.

• Consulted with customers to resolve service and billing issues.

• Updated customer accounts, addresses and contact information within call management databases. HR COORDINATOR 09/2015 - 12/2020

Healthcare Employer TN, LLC - Memphis, TN

• Directed daily employee engagement and activities and identified processes for improvement.

• Screened potential employment applications for call center experience, which included but not limited to, scheduling and rescheduling virtual interviews and Orientation

• Input necessary paperwork for potential new hires which includes taking ID pictures, processing paperwork for background checks and scheduling drug tests

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• Screened for register checks per State of Tennessee compliance

• Created recruitment strategies to drive interest for potential opportunity by creating job descriptions to attract targeted talent pool within market wage range.

• Advised and trained leadership and personnel on driving HR policies, business strategy implementation

• Updated policies and procedures as needed for corporate accountability and workplace health.

• Managed employee onboarding with enriching internal and external training development of both online and traditional environments

• Trained employees on clear and defined customized duties, methods and procedures for each member

• Prepared budget and other reports

• Set up employee clock in and login for payroll and processed bi-weekly payroll

• Supervised healthcare delivery of services and evaluated personnel

• Responsible for State audit process for compliance

• Prepared monthly newsletters and other letters for employees

• Actively participated in training and other conferences in person and online, attending annual and monthly meetings for company

ADMINISTRATOR 01/2015 - 08/2015

Healthcare Employer TN, LLC

Human Resources duties

• Directed and oversaw daily activities of employees, train new employees regarding the custom duties required for each client, ensured caregivers were trained and equipped to know how to handle all situations in a tactful manner regarding client and family members

• Screened applications for qualified and unqualified caregiver experience

• Scheduled interviews and orientation

• Input necessary paperwork for new hires, took ID pictures, processed paperwork for background checks and scheduled drug tests

• Created HR employment files to ensure they met state requirements regarding documentation for reporting purposes

• Screen for register checks per State of Tennessee compliance

• Recruited and trained staff, create and prepare training manuals and guides for standard operating procedures

(SOP)

• Updated policy and procedure manuals to ensure polices were in place to resolve problems effectively

• Designed presentations to Management regarding training materials and other tools needed to care for clients

• Kept abreast of the latest policies, training and other information to ensure compliance for state audits, prepare budget and other reports,

• Process bi-weekly payroll, supervised healthcare delivery of services, evaluate personnel, responsible for State audit process for compliance, ensure that new hire training and annual training materials met TN compliance requirements

• Set up and attended Health Fairs to market business, responsible for attending training and other conferences in person and online, attend annual and monthly meetings for company, answer phones and other office duties. EMPLOYMENT SPECIALIST 10/1997 - 08/2015

Shelby County Government Human Resources

• Screened applications for qualified and unqualified experience, create Eligible List for hiring managers, contact new hires and schedule for Orientation

• Input paperwork for new hire to take ID pictures, heck backgrounds and schedule drug test, notify applicants by postal mail or email of status of job, other duties as assigned.

• Prepared employees for assignments by establishing and conducting orientation and training programs.

• Engaged with internal customers as needed to resolve inquiries.

• Provided insight regarding job duties to optimize productivity. OFFICE SYSTEM TECHNICIAN 10/1997 - 08/2015

Shelby County Government Human Resources

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• Troubleshoot desktop computers, Personal Computers, keyboards, monitors, scanners and printers whenever problems arise, perform administrative duties (implementation and training) for SIGMA Applicant Management System, maintain SIGMA user environment to make sure SIGMA is functioning properly, solve problems and teach users how to operate equipment so duties can be performed, perform administrative website duties for Human Resources Departmental (Employment, Benefits) web pages, developed format for job posting for the Internet, liaison for Human Resources Department for Information Technology to contact when assistance is needed with servers, customizing Microsoft and Sigma software to meet users' needs, create macros, spreadsheets, databases, templates and other documents needed to assist internal and external customers, provide training and assistance so user can be productive by utilizing all aspects of software packages, responsible for Monthly Unemployment Reports, Quarterly Wage Reports and other monthly reports that track applications and employment data, administrator for ID Badge System, troubleshoot printer and camera, responsible for design and creating ID Badges, responsible for testing of computer systems before new computers are installed, maintained inventory of computer hardware, coordinated implementation of hardware placement, coordinated replacements of computers, phone, printers, scanners and other office equipment. Responsible for recommendations of workflow processes to management and stakeholders for efficiency.

HEALTHCARE COORDINATOR 07/1986 - 08/2015

Shelby County Government Human Resources

• Determine each client service needs, prepare weekly, monthly schedule for caregivers, develop plan of care, assist with connecting member with doctors and other medical appointments for therapy and other services, maintain list of member doctors, providers and other community resources that the client may need, follow up with member via phone or in person, provide excellent customer service for members, family and other supports, answer emails and phone calls related to member services, resolve problems pertaining to member, create and develop reports pertaining to member services.

• Processed confidential, patient paperwork with accuracy and deference to patient privacy.

• Communicated scheduling information, appointment details and health reminders via telephone, mail and email.

• Processed meticulous documentation related to prior authorizations and insurance referrals. ADMINISTRATIVE TECHNICIAN, ASSISTANT SYSTEMS 10/1993 - 10/1997 Personnel, Staffing - Memphis, TN

• Administrator for the personal computer system, lead and direct daily employment activity of clerical workers, prepare Position Requests for Job Postings using Microsoft, communicate with Department Administrators, Elected Officials, Managers, Supervisors, and EOC employees concerning the employment process, operate personal computer to track position requests and employment applications using DBASE and Sigma generate reports using DBASE III+ listing all active Position Requests, monitors and input new hires, promotional and transfer change paperwork for spin-offs to assure compliance with county policies and procedures, monitors 1-9 and W-4 forms for temporaries and student youth workers to assure compliance with F.L.S.A

• And county policy and procedure, responsible for the maintenance and archival of employment applications, responsible for monthly Standard Quality Measurement Report (SQM), designed, organized, planned and scheduled dates and times for all Shelby County employees to have new Identification Badges issued, act in the absence of the Staffing Specialist

CLERICAL SPECIALIST 10/1987 - 10/1993

Division, Correction - TN

• Lead payroll employee responsible for overseeing and processing Semi-monthly and Bi-weekly payrolls for 1000 employees, verification and calculation of timecards according to F.L.S.A., union contracts and County Policies and Procedures

• Verified step increase pan forms and salary adjustments worksheets to assure compliance with salary policy, union contracts and special salary schedules, calculated retroactive pay owed to employees as required from pan forms, verified leave balances and leave of absence status with personnel to avoid overpayment and underpayments of employees

• Obtained, verified, and compiled information for monthly payroll reports

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• Responsible for training new employees and directing the flow of work for payroll Personnel

• Able to resolve payroll problems tactfully.

CLERK 07/1986 - 09/1987

Health Department - Memphis, TN

• Responsible for issuing supplemental food packages, answering phones, making appointments, ability to control unsatisfied recipients courteously, balancing daily inventory records, typing, filing, and updating records on a daily and monthly basis.

Education and Training

University of Phoenix - Memphis, TN Bachelor of Science Health Administration, Term Care, 02/2017

State Technical Institute, Trustees City University School - Memphis, TN Associate Degree Office Systems Technology Community Service, 04/1995 Secretary – Board, Member - Discipline Committee City University School Recruiter – Empowering Students Universality

(ESU) Scholars Secretary – Youth Adoption Mission Coordinator - Pastor's Honor Roll Committee PIE Chair – Downtown Elementary School Volunteer – Empowering Students Universality (ESU) Scholars Secretary – Pastor's Aide (Apostolic Deliverance Temple) Vice President – Seniors Enjoying the Promise Vice President - ADT Health Ministry References

References:

Dianne Childress, Supervisor (Retired) Shelby County Government 901-***-**** Chancellor Lemoyne Robinson City University School of Liberal Arts 1475 E Shelby Drive Memphis, TN 38116 901-***-**** Sonja Williams, Administrator Jnissi Safety Consultants, LLC 6075 Winchester Rd, Suite 234 Memphis, TN 38115 901-***-****

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