Customer Service Representative

MICHELE CIVELLO CUSTOMER SERVICE

REPRESENTATIVE

732-***-**** ● *.*******@***.*** ● Jackson, NJ 08527 Customer Service Representative with a decade of experience handling inquiries, claims, and customer satisfaction across various insurance sectors. Skilled in TRICARE regulations, problem-solving, and effective communication. Adept at educating providers, resolving issues promptly, and maintaining a positive corporate image. Known for multitasking abilities and fostering professional client relationships to drive business success. An ambitious and goal-oriented Physician Liaison with a strong sales and marketing background. Capable of exceeding quotas, maximizing brand awareness, and generating referrals. Effective in interacting with office personnel and decision-makers to achieve organizational goals. EXPERIENCE

Customer Service WPS/Tricare for Life

JAN '22 - MAR '25

Address inquiries from beneficiaries, providers, and affiliated groups regarding TRICARE eligibility, benefits, and claims.

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● Utilize TRICARE regulations to determine eligibility and benefits, providing accurate responses to inquiries.

● Analyze claims data, resolving issues promptly within contractual deadlines.

● Educate providers on TRICARE billing requirements to minimize claim complications.

● Maintain positive corporate image through tactful communication and efficient problem resolution. Customer Service Dell Technologies

AUG '21 - DEC '21

● Research and address customer inquiries with accurate information.

● Answer questions on shipping, order status, and payment histories.

● Reset personal identification for callers needing assistance.

● Document calls, escalate issues professionally, and provide timely resolutions.

● Inform customers of available services and resources. Customer Service State of NJ

DEC '20 - MAR '21

Address and research customer inquiries for the NJ Department of Human Services Office of Child Support via inbound calls.

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● Provide accurate information on child support payments and account histories.

● Reset callers' personal identification in the IVR system and document customer calls effectively.

● Communicate resolution options promptly and professionally. Customer Service Independence Blue Cross Blue Shield AUG '20 - DEC '20

● Handle inbound customer service calls with a focus on customer satisfaction and problem resolution. Demonstrate excellent verbal and written communication skills, utilizing professional language and proper grammar.

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● Effectively communicate complex information over the phone in a clear and concise manner.

● Utilize strong problem-solving skills to address customer inquiries and concerns.

● Ensure a high level of customer service and support is provided consistently. Customer Service Representative Coventry Health Care Schedule IMEs in compliance with regulatory state guidelines and client preferences.

• Coordinate with physicians to ensure they have all necessary materials for exams.

• Communicate effectively with claimants and reviewers through calls and emails.

• Organize and maintain client files with accurate and updated information.

• Assist customers with inquiries, handle document distribution, and create multimedia presentations.

AUG '16 - APR '19

● Handled customer complaints and inquiries in a courteous and efficient manner. Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.

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● Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

● Responded to telephone inquiries and complaints following standard operating procedures. Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.

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● Utilized problem-solving techniques to identify solutions for complex customer inquiries.

● Adhered to company policies and procedures while providing superior service.

● Maintained an updated knowledge base of current products, services, pricing, promotions.

● Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.

● Remained open to feedback from supervisor and peers to build and improve skills set.

● Updated and maintained database with accurate customer information and timely data entry. Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.

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● Monitored daily performance metrics such as call volume, wait times, resolution times.

● Performed data entry tasks accurately and in a timely manner. Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.

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● Provided exceptional customer service to clients in fast-paced call center environment.

● Navigated multiple computer systems and applications and utilized search tools to find information. Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.

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Temp Coventry Health Care

MAR '15 - AUG '16

● Company Overview: Temp

● Managed schedules and appointments for executives.

● Coordinated travel arrangements and accommodations.

● Organized meetings, events, and conferences.

● Maintained confidential records and files.

● Assisted with special projects and presentations.

● Temp

Office Support Specialist Iron Mountain

MAR '15 - OCT '15

● Conducted initial client assessment and analysis to initiate research.

● Sorted and prepared hard copy records for scanning.

● Scanned hard copy files to electronic images for document preservation.

● Assisted Chief Operating Officer with daily operational tasks. Customer Service Representative Triple A

NOV '11 - NOV '14

● Efficiently perform data entry for new business, fire, and umbrella applications.

● Respond to customer inquiries in a high-volume call center setting.

● Utilize effective communication skills for accurate completion of assignments and problem resolution. Operate ACD telephone set and PC applications to address members' needs and match them with appropriate products.

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● Provide exceptional customer service to ensure satisfaction and boost membership renewal rates. EDUCATION

Ocean County College, Toms River

JAN '16

associate degree in Social Science and Psychology

SKILLS

Customer Service Problem-solving Effective Communication Multitasking Relationship Building Sales Marketing Office Support

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