Customer Service & Front-Desk Specialist

Marc L. Cunnigan

East Point, GA ***** 770-***-****

PROFESSIONAL SUMMARY

Quality Specialist with extensive healthcare call center, customer service, and quality assurance experience. Skilled in monitoring customer interactions, supporting service representatives, documenting member inquiries, resolving service issues, and preparing performance reports for management. Known for strong communication, problem-solving, leadership, and customer-focused support in fast-paced healthcare environments.

CORE SKILLS

• Quality assurance monitoring and call audits

• Customer service and member support

• Call center operations

• Coaching and performance feedback

• Escalated issue resolution

• HIPAA-aware healthcare support

• Documentation and reporting

• Claims and benefits inquiries

• Training support and peer guidance

• Microsoft Office, Excel, and PowerPoint

PROFESSIONAL EXPERIENCE

PeachState Health Plan, Atlanta, GA

July 2006 – Present

Quality Specialist

• Perform quality assurance evaluations of Customer Service Representatives using call monitoring software to ensure defined processes, service standards, and compliance expectations are followed.

• Review customer interactions for accuracy, professionalism, call handling, documentation quality, and adherence to established procedures.

• Provide coaching, feedback, and performance improvement recommendations to help representatives strengthen customer service skills and improve the member experience.

• Support call center operations by assisting with customer service functions, researching member concerns, and helping resolve service-related issues in a timely manner.

• Analyze calls and service trends to identify knowledge gaps, recurring customer concerns, and opportunities for process improvement.

• Prepare and distribute daily, weekly, and monthly quality and performance reports for management review.

• Collaborate with supervisors and internal teams to promote consistent service delivery, first-call resolution, and accurate information sharing.

• Maintain clear documentation of quality reviews, coaching notes, customer feedback, and follow-up actions.

Kaiser Permanente, Fair Oaks, MD

October 2003 – June 2005

Call Center Paging Operator

• Facilitated communication between MAPMG physicians, area hospital staff, and Kaiser Health Plan personnel through paging system support.

• Handled time-sensitive communication requests with accuracy, professionalism, and attention to detail in a call center setting.

Kaiser Permanente, Silver Spring, MD

October 2003 – June 2005

Member Services Representative

• Responded to incoming member and provider calls in a high-volume call center environment.

• Documented inquiries, complaints, and concerns related to benefits, eligibility, products, services, claims, and appeals processes.

• Resolved customer issues by interacting with internal and external sources and acting as a liaison between customers and the claims department.

• Supported complex supervisory calls, communicated technical information to non-technical customers, and coached new hire representatives.

• Assisted members with demographic corrections, direct pay premium questions, application questions, and credit card payment processing.

EDUCATION

Dominguez High School — East Rancho Dominguez, CA 1986 – 1989

ADDITIONAL SKILLS

Typing 50–60 WPM; switchboard; healthcare systems and applications including Data Health Care System, HSD Diamond, KMATE, Pace, Macess, Medisoft, Medi-tech; Microsoft Word, Excel, PowerPoint; Internet research; medical terminology; leadership; problem solving.

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