Customer Service & Operations Leader

ANN HONTZ

Hamilton, NJ ***** - 609-***-**** – *********@*****.***

Highly dedicated and experienced professional with skills in management, customer service, and administration seeking a position in a company that encourages growth and a positive company culture.

Customer Service - Management - Administration

Programs: Microsoft, Outlook, OIT, VCC Max, Max Agent, One Source, NICE (Scheduling)

WORK EXPERIENCE

Call Center Team Lead – Conduent – NJFamily Care, Hamilton, NJ 01/2018 - present

oManage team of more than 20 call center representatives, both remote and in office, by monitoring phone calls, providing feedback and coaching, and assisting agents with expediting policy matters.

oAssist all call center representatives on escalation line, providing information to representatives while they are on the phone with customers.

oOversee 1095B project for the state of New Jersey, which includes receiving reprint requests, verifying demographics and coverage disputes, and complete updates to customers’ forms for reprint and mailing.

Call Service Representative – Conduent – NJFamily Care, Hamilton, NJ 01/2014 - 01/2018

oAnswered between 50 – 100 phone calls a day, helping customers with information regarding their eligibility, policy, and any other questions concerning their health insurance.

oUsed software to look up customers’ case/policy, ensured compliance of HIPAA, assisting in matters of both state and county cases

oAssisted with training new hires, aided in team meetings, and placed on escalation line to assist other agents.

Office Manager – Pillar To Post, Hamilton, NJ 06/2004 - 02/2013

oAnswered phone calls from customers, sold and booked home inspection services and maintained scheduling system for team of home inspectors

oProcessed payroll for team of inspectors and other office workers

oAssisted owner of company maintaining relationships with top realtors in multiple counties which included preparation of marketing duties.

oPrepared home inspection reports for customers and realtors as requested.

EDUCATION

High School Diploma – Steinert High School, Hamilton, NJ 1984

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