Customer Service Representative
Resume:
Lucretia Miller
Sauk Village, IL 60411
Summary of Qualifications: Qualified by 10+ years’ success in Customer Service/ Call Center environments; leveraged quality/ customer service focus to achieve organization success; strong leadership skills. Passionate about building lasting client relationships and maximizing quality….
Professional Experience
September 2007 - Present
Customer Service Representative
Springfield Service Corp.
Tinley Park, IL
Deliver world class customer service and build customer satisfaction and loyalty. I handled a high influx of inbound calls within a dynamic call center environment. Call types can range between clients, patients and insurance company. I provide effective and timely resolution of a range of customer inquiries; I strive for one-call resolution of customer issues; providing detailed feedback to the customers by conveyed in a reassuring manner step by step instruction to resolve patient’s issues. Complete ongoing training to stay abreast of product, service and policy changes. Able to lead, motivate and train staff. Perform Quality assurance on all customer service representatives. I was chosen to go the Philippines to give additional training to our parent company customer service representatives. Conducted debrief sessions and participating in the end of training assessments. I utilized multiple call center support applications to efficiently assist customers and agents. I have experience in IDX, EPIC, Cerner Works (PowerChart), Citrix (PowerChart, First Coast, PMLaunch, Logician, and SDK), Skip Jack, C-SNAP, Claim Logic and E-Care.
I was promoted to a Team Lead on 11/09.
August 2002 thru August 2007
Customer Service Representative
Northwestern Medical Faculty Foundation (ICS Collection)
Evergreen Park, IL
Handled patient concerns with diplomacy, and followed through to ensure resolution. Fielded a high volume of patient calls for NMFF, including registering new patient, billing HIFA 1500 to insurance company and taking supervisor calls Trained new employees in the correct procedure for answering the telephone, IDX software, and procedures and job description.
Recognized by management for superior service to the company on 03.18.05. Promoted to team leader.
June 2001- August 2002
Staffing Coordinator
TLI
Evergreen Park, IL
Scheduled for more than 200 employees to fill positions in hospital and nursing homes. Responsible for producing and editing weekly schedules that incorporate staffing strategies and plans coordinated orientations and exit interviews for part-time and temporary employees. Worked with marketing consultants to create incentives, generate leads, and attract new clients. Counseled employees, resolve client/employee issues, documented counseling issues with employee in their file
September 2000 - June 2001
Staffing Manager
Nurse finders
Evergreen Park/Chicago, IL
Determine and select appropriate recruitment strategies, make applicant appointments, greet applicants review application/reference for completeness, determined applicant's availability, determine if applicant meets hiring standards, verify RN license and references, Prepare and document sales plan, define contact roles in client organization, make sales appointments by phone or in person prepare sales presentation
September 1999-September 2000
Customer Service Representative
United HealthCare
Matteson, IL
Reputable medical insurance call center with customers worldwide; I delivered positive customer care with each call. Answered incoming phone calls (approximately 130 + calls per day). I assisted members or doctors with benefit details, along with claim processing question. I explained patients explaining Explanation of Benefits Issuing. I assisted in stop payments or over payment requests.
While working in customer service we deal with a range of different specialties. I have not have experience in appeals however I am a quick learner.
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