Customer Service Representative

LyTonia M Hogan

**** ********* *****

High Point North Carolina 27260

Home: 336-***-****

Cell: 336-***-****

Email: *******.*****@*****.***

Objective

I have been working as a Customer Care professional for over7 years during this time I have received numerous recognition for the services that I have provided to customers and my dedication to providing quality service. I have worked with specialty teams and have taken my own personal time to promote a good team environment and also keeping abreast with changes that are taking place in the company as well as learning anything that will assist with my growth with the company. Although I enjoy working with customers I am also looking to broaden my skills and work in other areas that will not only extend my knowledge about the company but also give me the opportunity for advancements in the company. I believe I can be a value in any position because I am willing to learn and I am also willing to put in the time and effort to ensure that the job or task has been completed successfully.

Work Experience

5/2011- Present Order Entry Specialist LabCorp America

24000 annual Greensboro North Carolina

My responsibilities are to process specimens for laboratory services requested by physicians and facilities from various labs from across the country.

This is a job that is performed on the basis of production I am currently processing 71 specimens per hour and improving on a daily basis.

10/2010-1/2011 Customer Service Representative Retail Ross Dress for Less Department 18000 annual Greensboro North Carolina

My responsibilities at Ross were to assist customers with making purchases as well as handling returns. I was also responsible for making sure the merchandise was marked down and organized according to the stores requirements.

11/2009-3/2010 Customer Service Representative Telecommuter TeleTech@Home

22000 annual Greensboro North Carolina

During my employment with Teletech I was responsible for placing orders for customer with a major retail company during their holiday season. I was able to process orders, track orders, and accept payments over the phone. Although this was seasonal employment I was able to learn how to effectively navigate the operating system and maintain my stats. I have been offered the opportunity to return with this company but I am looking for full time employment at this time.

11/2006-10/2009 Customer Care Health Advisor Telecommuter United Healthcare

26000 annual Greensboro North Carolina

Answer calls from providers and members about eligibility and claims. Assist member that may have questions about how their claims were paid. I also assist members with locating health care professionals in their area and sending members informational material. Research claims that may have denied in error and routing them to the correct departments for corrections. Locate policy information in reference systems. Assist new hires in training and mentoring programs within the company. I also have claims processing experience with Flexible Spending Accounts and Health Reimbursement accounts. I have also create the agendas for team meetings and coached fellow teammates on their stats, adherence and how to deescalate difficult calls. I have been the persons my teammates have relied upon for providing information and assisting with following up research issues. With my position I am able to be the mediator between the member and the provider and resolved issues that may have taken the member several weeks to resolve. I have planned and organized gatherings for the team to help promote team spirit and participation with volunteer projects.

10/2004-9/2006 Customer Service Representative Cingular Wireless 21000 annual Fayetteville North Carolina

Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism. Resolved customer issues with one call resolution. I have offered alternative solutions when appropriate with the objective of retaining customer's business. I have handled business transactions in connection with activation of new customer accounts on a computer terminal. I have communicated with customers using web-based tools and demonstrated the associated proficiency in typing and grammar. Makes financial decisions to protect/collect revenues and adjusts customer accounts. I had a broad working knowledge of AT&T practices and operations and demonstrate continued and consistent proficiency in most of the skill sets utilized within the Call Center. Assisted in training new employees and performed other duties as assigned by management.

10/1999- 7/2003 Nurses Assistant Excel Staffing Service

19000 annual Greensboro North Carolina

Provide skilled nursing care to residents in various long term care facilities. Assisted long term care and rehabilitation facilities that were short staffed. Documented care plans and assisted with the personal care of residents that were totally incapacitated. I have assisted with residents who suffered from various stages of Alzheimer. I have also helped residents with the decisions on the care they received.

8/1997-8/1999 Child Care Provider Hogan Family Child Care

15000 annual Fayetteville North Carolina

Provide a structured learning environment for children ages 0-12 in my home.

Conduct and plan educational trips to various museums, aquariums and zoos. Supply skill building exercises for children that were not in school full-time. Make schedules and maintain records for my business. Maintain budget for the day care. I have also gone back to school to obtain certification for my business.

Education

Fayetteville Technical Community College Fayetteville North Carolina

Greensboro Technical Community College Jamestown North Carolina

Skills

Lotus Notes

MACROS

Medical Terminology

Microsoft Access

Microsoft Excel

Microsoft Office Word

Microsoft Outlook

Microsoft PowerPoint

Multi-line Phones

Office Communicator

Medical Insurance Coding and Billing

CPT Coding 2011

ICD-9 CDM 2011

Communications

Multi-line Phones

GFlex

ISET

IDT

Citrix

IEX Webstation

Datamark

Rightfax

Care Coordination

UFE

PC ORS

My Metrics

Medisoft software

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