Customer Service Call Center

Ruth Chapman

Ft. Worth, TX I 972-***-**** I **********@*****.***

Professional Summary

Former Manager and long-term employee who demonstrates a high level of ownership, reliability and initiative. Possesses exceptional work ethic and desire to go above and beyond to exceed management and customer expectations. Offers skills for building productive working relationships with co-workers, customers, and clients. Highly successful in fast-paced, deadline-driven environments. Five years of current experience in insurance-related Call Center Customer Service roles. Seeking employment opportunities due to limited hours available through current employer.

Skills

•Significant Customer Service and Call Center background

•Extensive Insurance background (Property/Casualty, Life, Health, and Banking)

•Planning and Prioritizing

•Technology troubleshooting

•Complex problem solving

•Microsoft Office suite background

•Project management

•Reliable and trustworthy

•Familiar with medical terminology

Professional Experience

Call Center Customer Service Representative

Omni Interactions, Denver, CO

April 2025 – present

●Provide incoming benefit administration phone support for older and disabled adults on fixed incomes

●Achieve 100% quality assurance reviews over entire tenure

●Customer satisfaction and Net Promoter Score ratings above 95% consistently

●Handle approximately 35-70 calls daily depending on incoming call volume and available staffing

Benefits Enrollment Customer Service Rep (seasonal assignments)

Empyrean Benefits, Houston, TX

July 2021 - January 2022 I August 2024 - December 2024

●Provided employee annual enrollment phone support via incoming calls (approximately 50-60 calls per day)

●Achieved 100% quality assurance reviews over entire tenure

●Customer Satisfaction and Net Promoter Scores above 95% consistently

●Applied extensive insurance background to assist employees across 14 different companies

United HealthGroup, Eden Prairie, MN

July 2022 through February 2023

●Provided customer phone support for health insurance benefits, web portal and mobile support, and benefit enrollment

●Achieved 95% and greater quality assurance review scores and consistently exceeded customer satisfaction and net promoter score rating expectations

●Assisted other Call Center Representatives to achieve greater quality assurance and product knowledge

●Handled approximately 35-70 calls per day depending on incoming call volume

Office Manager

Biz Boost Online LLC, Keller, TX

July 2021 – June 2022

•General administrative oversight for the business

•Managed all advertising and marketing efforts (social media, website, LinkedIn, etc.)

•Conducted online research to locate and recruit businesses and sales personnel

•Provided oversight of all accounting and billing activities

Outdoors Unique LLC, Southlake, TX

October 2017 – June 2021

●Provided oversight of staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability

•Facilitated weekly budget, account reconciliation and invoicing using a variety of software applications

•Eliminated inefficiencies and process gaps to improve function of the team

•Cooperated with external vendor partners to develop and monitor website and marketing/advertising programs

•Worked closely with company owner to guide budget planning

Program and Project Manager I Health Insurance Analyst and Claims Processor

State Farm Insurance Inc, Richardson, TX

September 1981 – October 2017

•Applied extensive insurance background (all lines, including Life/Health, Property & Casualty, and Banking products and services)

•Processed Health Insurance claims for Individual, Small and Large Group customers, working closely with insureds and medical providers to analyze, investigate and pay claims in a timely manner.

•Managed team members to improve productivity and performance through hands-on coaching

•Led teams to develop IT and organizational programs and initiatives to support organization's long-term goals

•Developed and maintained program budgets through forecasting costs and documenting expenditures achieving all goals and milestones

•Cultivated relationships with senior executives, program partners and sponsors to maintain stability in program support, funding and overall direction

•Built high-performing teams, personally interviewing, hiring, training and coaching new members and continuously appraising performance and resolving shortcomings

Education

Associate of Arts: Music

Illinois State University, Normal, IL

Multiple Certifications in Insurance, IT, Testing, Project Management

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