Customer Support Specialist
Resume:
DONNA
FLINN
CUSTOMER SUPPORT
SPECIALIST
*****.*******@*****.***
Remote, NJ 08062
CONTACT
SKILLS
• Medical Terminology
• Teamwork and Collaboration
• Call center experience
• CRM software
• Active listening
Customer relationship management
(CRM)
•
• Time management
• Team collaboration
• Appointment scheduling
Detail-oriented and customer-focused professional with extensive experience in customer support, utilization review, and member services. Proven ability to manage multiple tasks efficiently, collaborate with teams, and utilize CRM software effectively. Seeking to leverage strong communication and active listening skills in a Customer Support Specialist role to enhance customer satisfaction and organizational success.
Customer Support Specialist with strong focus on delivering effective solutions and ensuring customer satisfaction. Experienced in troubleshooting issues, handling inquiries, and providing clear, straightforward assistance. Known for reliability and hands-on approach to resolving customer concerns efficiently.
PROFESSIONAL SUMMARY
Customer Support Specialist
AdaptHealth, Mullica Hill, NJ
Utilization Review Coordinator
Aetna Better Health, Philadelphia, PA
EXPERIENCE
February 2022 - Present
• Provide a World Class customer service experience with every interaction
• Monitor workflow performance metrics to identify area needing improvement
• Set, maintain and excel SLAs
Demonstrate the ability to manage multiple tasks and prioritize workloads efficiently
•
Efficiently identified customer needs through active listening and questioning techniques.
•
Demonstrated excellent communication and interpersonal skills when
• interacting with customers in person, over the phone, or via email. July 2017 - February 2022
• Conduct Utilization Review processes including concurrent and retro-reviews
• Reviewed denials and initiate the appeals process Perform retro-active reviews to identify potential discrepancies between
• services rendered and accepted standards of care Developed, implemented and monitored utilization management to ensure compliance with government regulations, payer requirements and internal standards
•
Member Services Associate
WellPoint Insurance Group, Philadelphia, PA
Document all pertinent information related to each case review in a electronic database system
•
September 2013 - July 2017
Maintained accurate records of all transactions using various software
• applications such as Microsoft Office Suite
Developed strong interpersonal skills through interactions with members and colleagues, building lasting relationships based on trust and respect
•
Ensure that all customer complaints were addressed promptly to inquiries and resolving issues in a timely manner
•
Demonstrate strong organizational skills by managing multiple tasks, including
• updating member accounts and processing payments Manage a high volume of inbound/outbound communication such as email, chat and sms messaging
•
Answered incoming calls from potential customers inquiring about membership benefits, fees, requirements, providing clear explanations as necessary.
•
High School Diploma
Delsea Regional High School, Franklinville, NJ
Associates Degree in Healthcare Administration Practices Gloucester County Institute, Sewell, NJ
EDUCATION
June 1988
Relevant Coursework
• Business Principles
June 2003
References available upon request
REFERENCES
AWARDS
• Who's Who Amongst Professional Women 2020
• Employee of the month 2018
Contact this candidate