Customer Support Specialist (HSA/FSA)

Sheila Baeyen

*************@*****.*** CRYSTAL, MN, US +1-763-***-****

WORK HISTORY

Consumer Client Support at Wex Health Inc.

October 2019 - January 2025 (5.5 Years)

• Answer 30-50 phone calls Daily. • Advise Clients on HSA s, FSA s, HRA s and other benefits. • Built strong relationships with customers through active listening and empathy, resulting in an 95 decrease in customer complaints • Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department s average response time of 5 minutes Customer Service Representative at McKesson

June 2018 - October 2019 (1.5 Years)

• Built rapport with customers through active listening, empathy, and personalized interactions • Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information • Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction

CUSTOMER SERVICE at APPS Paramedical

August 2017 - March 2018 (1 Year)

Set-up Clients in Apps Live Website for Life Insurance Medical Exams • 20-30 Inbound Outbound Calls a Day. • Receive Faxes in Go Solo and upload them to Clients Cases. • Release Cases to Examiners in Apps Live Website. • Update Cases on a Daily Basis. Customer Service Representative at Care Cab

July 2015 - July 2017 (2.5 Years)

in Medi Routes for Transportation ● Zero out Mileage for No-Show Trips ● EVS Client in MN-ITS to see if Medical Assistance Eligible ● Input Wright County Client Authorization Info ● Input faxes from Care Centers and MA Care Providers ● VA Billing, Enter information into Tungsten EDUCATION

Rockford High School - High School

Graduated 1970-01-01

SKILLS

Microsoft Word, 10 years

Microsoft Excel, 10 years

Active Listening, 25 years

Call Centers, 25 years

Customer Service, 25 years

Communication, 25 years

Computer Literacy, 25 years

Data Entry, 5 years

Fax, 25 years

Medical Terminology, 6 years

Microsoft Office, 10 years

Microsoft PowerPoint, 5 years

LANGUAGES

English, Native/Bilingual

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