Customer satisfaction Representative with Extinsive Knowlege and Skill

LaKeera D. Nelson

*********@*****.***

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**** *. ****** ****** ******** 609-***-****

Philadelphia, PA 19132 Home 609-***-****

CUSTOMER SERVICE REPRESENTATIVE

With an impressive track record of success providing swift resolution to customer complaints, ultimately repairing trust and winning loyalty

Demonstrate outstanding problem solving skills and active listening skills - able to diffuse difficult customer situations with tact and ease.

Display enthusiasm and dedication to learning how to be more effective on the job.

Work effectively with co-workers, internal and external customers.

Able to handle stressful phone calls and resolve claim issues quickly and accurately.

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Independence Blue Cross Mar. 2007 - Sept. 2008

Customer Service / Claims Processor

Served customers in any and all aspects of their medical and health insurance policies. Managed a demanding high call volume turnover environment.

Entered claims data into system while interpreting coding and understanding medical terminology in relation to diagnosis and procedures.

Processed claim forms, adjudications for allocations of deductibles, co-pays, and provider as well as member reimbursements. Also cross sold services on 40% of all calls.

Provided prompt customer service to members, providers, billing departments and other insurance companies regarding claims.

Resolved problems resulting from claim adjudication and customer service phone calls. (One in particular that resulted in the retention of $50, 000 in business).

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Pfizer Jan. 2005 – Dec 2006

Customer Service Representative

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Managed

a high-volume workload within a deadline-driven environment.

Made service changes, recommend service options and scheduled appointments by phone, fax, and customer lines. Provided detailed and accurate accounts of customer calls for prevention of future client member issues. Consistently met and exceeded supervisor expectations.

Viewed as an exceptional team player. Supported an understaffed call center by taking on the workload of two employees (over 125 inbound and outbound calls per day).

Resolved an average of 250 issue, adjustment, and inquiry calls on any given week, exceeding weekly targets by 25%. Consistently met performance benchmarks in all areas, (speed, accuracy, and volume).

Exceeded customer expectations by locating hard to find information and recommending alternative options.

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COMPUTER SKILLS

Knowledge in all Microsoft Applications ( Microsoft Word, Excel, Power Point, Access, Outlook) as

well as extensive knowledge of Quick Books, Argus, Lotus Notes, and other system applications.

EDUCATION

Philadelphia Community County School Dist (GED)

Customer Service Agent Training Certification

Honickman Learning Center & Comcast Technologies Lab July 2009

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