Customer Service & Medicare Support Specialist

Christine Rainey 347-***-**** ************@*****.***

**** **** **** ***** ****** Cucamonga, CA 91730

EXPERIENCE

Member services benefits representative, Rose International Remote, Aug 2024-Current

• Delivered high-level customer service while managing sensitive health-related issues with empathy and HIPAA compliance.

• De-escalated frustrated callers by providing clear, solution-focused responses as well as ensured adherence to state and federal healthcare regulations, including HIPAA, ACA, Medicare/Medicaid guidelines.

• Guided members through Medicare Advantage (Part C), Prescription Drug (Part D), and Supplement plan options during enrollment and annual election periods.

• Provided clear, easy-to-understand explanations of Medicare coverage, copays, coinsurance, and preventive services.

• Educated members on important deadlines, plan comparisons, LIS (Low-Income Subsidy), and dual eligibility with Medicaid.

• Delivered compassionate service to a predominantly elderly population, ensuring clarity and patience during every interaction.

• De-escalated irate or confused callers with empathy and professionalism, improving first-call resolution rates by 20%.

Customer service representative, TTec Gov, Remote, Oct-2023- April 2024

• Verify callers using personal identifiable information

• Inform callers about available health insurances on the marketplace (Covered California)

• Confirm eligibility for insurance products based on individual income, location and family size

• Update user applications, reset passwords, and perform reinstatement requests

• Assess application escalation based on complexity of caller’s individual issues

• Experience working directly with translators

Member Service Agent, AAA, Schenectady, NY Oct-2022 – May 2023

• Worked as a first level point of contact for customers at location

• Answered phones and directed customers to correct department and contact

• Managed inventory, ordered restock and reconciled and investigated discrepancies

• Prepared photographs in accordance with TSA passport regulations

• Issued ID’s (international drivers licenses, membership cards, etc.) Tax information Aide, NY Taxation & Finance Schenectady, NY Jan 2018 -Oct 2022

• Worked as an operator and guide to direct taxpayers to the correct department

• Verified customers through utilizing personal identifiable information

• Validating information included within individuals tax returns and confirming accordance with New York state tax code

• Assisted with travel and expense reports to ensure correct preparation for approval

• Reviewed and troubleshooted users’ issues with the leave and attendance system

• Answered general payroll and benefits inquiries

• Responded to user inquiries while working on various telephone lines which required expertise on multiple subject matters

Business Development Center, Lia Honda, Schenectady, NY Nov 2016-Dec 2017

• Educate customers and prospective customers on finance/lease options that fit their budget and lifestyles

• Pursued internet leads to translate into direct car sales and lease renewals

• Booked appointments for customers to come in store to view inventory

• Completed auto purchasing deals on the telephone

• Provided friendly and effective customer service

• Sold 37 cars individually in one month

Christine Rainey 347-***-**** ************@*****.*** 8024 City View Place Rancho Cucamonga, CA 91730

Business Development Center, Mohawk Honda, Schenectady, NY Nov 2015-Oct 2016

• Same duties as noted in the position above

Credit & Collection Specialist, Manheim Auto Auction, Clifton Park, NY Aug 2013- Feb 2015

• Analyzed financial documents to determine customer credit lending limits

• Processed and balanced sales transactions and recorded accounts receivables

• Reviewed commercial accounts to reconcile and collect on delinquent payments

• Followed up with customers to resolve financial and credit transactions

• Increased location’s revenue and credit enrollment by 25%

• Cultivated meaningful relationships with customers to improve customer attrition and satisfaction EDUCATION

Sacramento City College

AAS – Administration of Justice

10 credits away from graduation

CAPABILITIES

• Ability to organize heavy workloads with competing deadlines

• Excellent interpersonal communication skills developed in a variety of settings

• Experience working within teams

• Capable and equipped to work remote with minimal oversight

• Knowledgeable in: Salesforce, Oracle, Knowledgebase, and AS400

Contact this candidate