Customer Service Representative

William J. Johnson

*** ***** **. #*

Dunellen, NJ 08812

732-***-****/Email: ***********@*******.***

Objective: An opportunity to utilize my effective leadership and

team player skills.

Experience

01/2011-02/2011 NJ Transit/Access Link Newark, NJ

Position: Reservationist

Duties: Reserve rides for next day and future trips for disabled passengers.

Advised fare information, if applicable, and travel times

Negotiate travel times, when requested time is unavailable

Advise customer to ensure compliant within the guidelines of Access Link.

Input and retrieves passenger trip data/history.

Maintain Access Link program files, logs, records including late-shows, & no shows.

02/2010 - 10/2010 Rider Insurance Company Springfield, NJ

Position: Customer Service Representative

Duties: Responding to inbound telephone inquiries regarding motorcycle insurance.

Updating client account information.

Respond to billing inquiries.

Processing of various endorsements

06/2006-12/2009 Qualcare, Inc. Piscataway, NJ

Position: Customer Service Representative

Duties: Respond to inbound telephone inquiries from Qualcare members, providers, etc. in relation to claims, benefits, eligibility/enrollment and authorizations, inquires.

Follow up Inquiries

Call Documentation/Call Tracking

Training of new employees

10/2000-07/2005 Horizon Blue Cross Blue Shield of NJ Newark, NJ

Position: Member Service Coordinator

Duties: Handling inbound telephone inquiries

Updating coordination of benefits file

Sending out correspondence to customers

Letter writing

Medical claim adjustments and adjudication

Member/provider inquires

Billing inquiries on behalf of member and providers

Complaint tracking and call documentation

Enrollment inquires

Blue Card inquiries

Load Authorizations into system

04/2000-10/2000 Health Insurance Plan of Greater New York New York, NY

Position: Member Service Advocate

Duties: Handling inbound telephone inquiries

Complaint tracking and call documentation

Claim review/adjustments

Enrollment inquiries

04/1999-10/1999 Publishers Circulation Fulfillment Hackensack, NJ

Position: Customer Care Representative

Duties: Respond to inbound telephone inquiries for NY Times paper

Placing vacation stop/restarts on accounts

Billing inquiries

Apply credit for missed/damaged papers

Complaint tracking/call documentation

Suggestive selling

03/1995-11/1998 Prudential Insurance Company South Plainfield, NJ

Position: Senior Customer Service Rep/Head Trainer

Duties: Assisted customers w/finding the correct office to call

for product servicing

Complaint tracking/call documentation

Training of new hires in classroom setting

Updating and distributing of department procedures

Monitoring department’s telephone statistics

EDUCATION:

Drake Secretarial College Perth Amboy, NJ

Word Processing/Career Secretary Diploma

Perth Amboy High School Perth Amboy, NJ

General Academic Studies/Diploma

Skills: Nasco, Universal Payment System (UPS), Ms Word, Windows NT,

Excel, Centreview, Siebel, CICSP, typing 65-70 wpm, Avaya telephone, AS400, data entry, fax/copy machines, Image system, Siebel systems, State of NJ Enrollment System (SHIPS), CIS, Lotus, Vision systems, UniFlow, and Meditrac systems, Renaissance System, Trapeze system.

REFERENCES AVAILABLE UPON REQUEST

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