Senior Customer Support Specialist
Resume:
NICOLE BENNETT
Detroit, MI, ***** · 313-***-****
****************@*****.***
Objective: Focused Call Center Agent with 10 years of experience navigating customer concerns within a busy call center. Seeking an opportunity for further my career advancement in a challenging position that fully utilizes my skills set.
EXPERIENCE
JANUARY 2022 - CURRENT
MEMBER ADVOCATE, AETNA
Job Description: Serving as the primary point of contact for members, resolving inquiries, and ensuring a positive experience by providing accurate information and efficient service related to benefits, claims, and membership.
JULY 2020 – SEPTEMBER 2022
PATIENT ADVOCATE, HENRY FORD HEALTH CARE
Job Description: Coordinated patient care by scheduling appropriate appointments, prescription orders, communicating information to the patient regarding shipments, assessing supply needs, and verifying patient information. I was also responsible for maintaining monthly communications with doctors and office staff to ensure correct prescription information and sending out timely deliveries to patients.
JANUARY 2017 – JUNE 2020
CUSTOMER SERVICE, STATE OF MICHIGAN UNEMPLOYMENT
Job Description: Coordinate initial unemployment claims, responding to inquiries from claimants about their eligibility, benefit status, and claim process, verifying information, resolving issues related to claims, providing guidance on required documentation, explaining appeal procedures, and directing calls to appropriate departments, when necessary, all while adhering to state unemployment laws and regulations.
April 2014 – December 2016
PATIENT REPRESENTATIVE, DETROIT MEDICAL CENTER
Coordinated skilled home care services that included nursing, physical/occupational therapy, social work, and speech therapy for patients in need. I provided a centralized intake function of verifying insurance and obtaining necessary authorization for the patient’s in-home care.
EDUCATION
HIGH SCHOOL DIPLOMA, DETROIT INTERNATIONAL ACADEMY
SKILLS
●Microsoft Office (10+ years)
●Multiple EMR systems (Allscripts, EPIC, Reference Point, and others)
●Proficient organizational skills
●Proficient leadership skills
●Proficient communication skills
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