Customer Service High School

Felicia Narvaez

***** ****** **. ******, ** *****

309-***-****

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

Profile

• More than 8 years of successful experience in customer service and support with recognized strengths in problem-solving and trouble-shooting.

• Possess solid computer skills.

• Excellent working knowledge using both Microsoft Excel and Word.

• Ability to listen, act and resolve specific customer issues, focusing on first call resolution.

• A team player, acknowledged as “Top Performer.”

• Knowledge with CPT/ICD-9 coding, Medical Terminology and Medical Administrative Practices, Pharmacology

Synopsis of Achievements

• Attendee of “Get Connected Committee” ensuring clear communication through business partners

• Attendee of “Ideas Committee” responsible for coming up with innovative ideas for process improvements

Employment United Health Care of the River Valley, Moline IL 2008 - 2011

Senior Provider Service Representative

• Identify and Quote specific member benefits to include (Mental Health, Substance abuse, Medical, Dental, Vision and Chiro)

• Review and resolve claim issues

• Provide Prior Authorization Requirements

• Quickly and effectively solve customer challenges.

• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Kantar Operations, Rock Island IL 2005-2007

Interviewing

• Reviewing and screening respondents

• Conducting business to business awareness studies

• Data Entry input

Education Brown Mackie College, Moline, IL 2006-2007

Medical Office Management Diploma GPA 3.31

2005-Attended Invoice Call Center Training-2 week extensive course focusing on call center interviewing

1994-High School Graduate (Rock Island High School, IL)

References Furnished Upon Request

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