Customer Service Consultant
Resume:
VALERIA D. SCOTT
OBJECTIVE
I am searching for a dynamic opportunity in the service industry that will enable me to utilize my existing skill set and acquire new skills to move on to a new and more challenging career.
EXPERIENCE
4/2004-3/2007 Aetna, Inc Dover, DE
Customer Service Representative
As a Customer Service Representative I performed a wide variety of customer service related functions including; phone calls, written inquiries and walk-ins. In this capacity I educated members on their plan of benefits as well as managed complex claim research scenarios. This position required that we document and track all member contacts, events and outcomes using appropriate systems. I also served as a technical resource to colleagues on service resolutions, claim triage and other situations requiring senior level expertise.
12/2003-3/2004 Verizon Dover, DE
Customer Service and Sales Consultant
In this temporary position I was responsible for resolving inbound customer inquiries about their accounts as well as product sales.
6/1995-12/2002 Aetna, Inc Dover. DE
Service Consultant Team Lead (2000-2002)
As the supervisor of a unit of Service Consultants, I was responsible for ensuring that my unit operated effectively in the processing of medical claims and the resolution of customer service issues. I allocated work within my team based on individual skills and abilities. The position required that I meet regularly with Plan Sponsors to ensure their confidence in the service we provided. I was responsible for tracking employee progress and completion of goals according to business need as well as other general human resource duties. My ultimate goal was to hire, develop, train, evaluate and coach my staff to provide cost effective claims processing and customer service while quality standards were also met.
Customer Service Professional (1998-2000)
My duties included responding to inbound customer inquiries for a major Plan Sponsor. I assisted with Benefits issues and concerns. I also verified coverage and resolved eligibility issues.
Claims Benefit Specialist (1995-1998)
In this claims processing position, I adjudicated claims for an assigned Managed Care Product. I proofread claims for required reviews, medical necessity and coverage benefits.
EDUCATION
1990-1998 Delaware State University Dover, DE
B.S., Business Administration
237 DAVID HALL ROAD • DOVER, DE 19904 • PHONE 302-***-****/***********@*****.***
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