Customer Service Representative
Resume:
LAQUETTA WADDEL
Spring, Texas 77386
713-***-**** daytime
*************@*****.***
HIGHLIGHTS OF QUALIFICATIONS
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Training and Employee Development
Customer Service and Retention
Problem Resolution Results driven professional with over 15 years experience of proof management, customer service and problem resolution abilities in the call center industry. Expertise includes:
Quality Improvement
Project Management and Implementation
Assist HR with I-9 form
Interviewing and Hiring of Staff
Knowledge, skills and Abilities
Strong communication skill. (Knowledge of Managed Care Plans(Medi-Cal, Healthy Families and Medicare)
Good leadership Skills
Good Telephone Techniques
Strong writing skill; previous experience preparing reports and charts; appropriate grammar usage
Working knowledge of Microsoft Excel Word and Access
Ability to abide by company policies
Maintain regular attendance based on agreed-upon schedule
Maintain confidentiality and comply with Health Insurance Portability and Accountability Act (HIPAA)
Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customers
EXPERIENCE
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Oct.2009-present Molina Healthcare of Texas Houston, TX
Supervision of both Medicare and Medicaid Member Services staff. Delegation and prioritization of task assignments.
Monitor MS reps telephone communications with members for completeness, accuracy and appropriateness as stated in Member Services policies and procedures. Also performed ACD audits in accordance with established policy. All are to comply with DHCS and DMHC standards.
Review corrections, completeness and verification of Member Services Call Tracking documentation and QNXT system. Includes running of Call Tracking and Cisco reports for completion and reporting to management.
Assist in the hiring and training of new MS reps. Assure that all reps are properly trained according to all department policies and procedures. Provide ongoing training to staff as needed.
Completeness timely employee job performance evaluations, counseling employee due to non-compliance with performance standards and enforce disciplinary actions if needed.
Assist reps with complex calls. Research grievance issues and give administrative decisions regarding concerns and questions based on policies and procedures.
Responsible for maintaining customer service levels (abandonment rate, speed of answer and service level) within established parameters.
Jan. 2007-2009 Thermo Fisher Scientific, Inc. Houston, TX
Customer Service Representative
Assist in implementing Customer Experience initiatives into and across operating division to ensure consistent, quality output.
Coordinate regular internal communications on Customer Experience initiatives, status and calls to action.
Assist Division Advocate and liaise with sales, product line and/or operations management and representatives to review quality data related to functional areas of responsibility and facilitate required changes to drive improvement through divisional PPI leaders.
Assist in implementing cross divisional marketing programs to drive awareness of customer experience related activity
Coordinate tactical and administrative tasks as needed.
Retain customers by managing customer expectations where difficulties exist.
Mar. 2006-Dec. 2006 New Era Life Era Houston, TX
Customer Service Representative
Assist internal and external customers with insurance inquiries regarding benefits.
Exceed all monthly production and quality expectations on a consist basis.
Create and maintain personal goals and standards.
Research and resolve highly escalated and problematic calls from external and internal customers.
June 2001-Mar. 2006 United Behavioral Health Houston, TX
Floor Supervisor, Senior Customer Service Representative, Claims Examiner
Handled inbound complex, escalated calls from internal staff that needed through research and resolution.
Performed supervisory tasks in the role of Floor Supervisor and Senior Customer Service Representative.
Work with management team to develop new strategies to improve current processes and implement standard operational procedures.
Motivated team by coming up with innovative ways to create a fun, positive, and productive work environment.
Handled complaints and escalated issues from members and providers.
Successfully achieved and exceeded all performance goals in place.
Built strong, professional relationships and key contacts using customer loyalty approach.
Maintain high level of customer satisfaction by providing responsive customer service and follow through on highly escalated visible accounts.
Education
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2010-present Lone star College System
1996-1998 Attended, Houston Community College
1984-1988 Graduated, Scarborough High School
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