401k customer service professional ii resume example with 8+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
  • Attention to Detail
  • Active Listening Skills
  • Improving Customer Experience
  • Building Customer Loyalty
  • Time Management
  • Complaint Resolution
  • Communication
  • Problem Solving
  • Patience
  • Adaptability
  • Decision Making
  • Leadership Experience
  • CritIcal Thinking Skills
  • Organizational skills
  • Product Knowledge
  • Cross Selling/Up-Selling
  • Computer Proficiency
  • CRM
  • Salesforce
  • Ms Excel, PowerPoint, Word
  • Microsoft Office Skills
  • Avaya One X
Education and Training
Expected in 09/2015
Associate of Applied Science: Business Administration
Kaplan University - Davenport, IA
Expected in 05/2006
High School Diploma:
Southwest Dekalb High School - Decatur, GA
Professional Summary

Accomplished result driven Customer service professional with more than 15 years of experience providing high-quality service and developing customer relationships utilizing my professionalism in call centers and any industry. Consistent positive interactions with customers and knowledge of time management have resulted in a promotion to team leader. Proven ability to provide excellent customer service in busy environments. Ability to adapt to customers' needs and match them with the right solutions.

06/2022 to 09/2022
401k Customer Service Professional II Hca Olathe, KS,
  • Answered questions via telephone and mail concerning retirement from participants.
  • Processed complex accurate financial trades, processing fund withdrawals, distributions, and loans, resolving and researching open outstanding inquiries.
  • Calculated estimates and provided costs for withdrawn accounts.
  • Reviewed service histories for accuracy, and mediated out of state service requests.
  • Worked with 401(k) and pension plans, resolving customer issues with their accounts.
  • Processed transactions ranging from exchanging mutual funds to initiating pension benefits.
  • Led research into customer accounts to initiate benefits and interpret company plans.
  • Prepared financial analyses for current and prospective client meetings including retirement plan analysis, investment portfolio analysis, and risk management needs.
  • Received an average of 90% customer satisfaction rating 12% higher than the company average.
07/2021 to 01/2022
Healthcare Reimbursement Specialist II Cenergy Palmdale, CA,
  • Handled 70+ Calls daily, with duties including verifying patient patient specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and access/providers options.
  • Correlating insurance coverage with services to be provided.
  • Asked appropriate questions regarding patients benefits and completes data entry and/or appropriate forms to document patients benefits coverage.
  • Averaged 95% of customer satisfactory and first call resolution.
  • Reviewed all patient insurance information needed to complete the benefit verification process.
  • Triaged Cases with missing information to appropriate program associates.
  • Maintained confidentiality and integrity of patient data
  • Identified any restrictions and details on how to expedite patient access.
  • Completed quality review of work as part of finalizing product
  • Reported any reimbursement trends/delays to management.
  • Remained professional calm and courteous even during moments of customer dissatisfaction.
  • Maintained accounting ledgers by verifying and posting account transactions.
06/2020 to 11/2021
Customer Care Support Representative II Fidelity National Information Services Oakland, CA,
  • Provided knowledge and expertise in banking to create new solutions, policies, and improvements in the companies client use software.
  • Checked for quality and assurance of client software upon release and presents fixes for problems that are detected.
  • Performed research and development on internal software that provides beneficial information to inform the clients.
  • Formulated ideas to create new and updated reports that will help find errors before they become problems.
  • Assisted fellow team members in training of both client and internal software.
  • Helped clients to solve issues in an effective and friendly manner.
  • Answered all incoming calls and requests to the banking center.
  • Averaged 85% of first call resolution.
09/2020 to 04/2021
Patient Service Representative Henkel Mentor, OH,
  • Received inbound/outbound calls to patient and providers.
  • Processed patient applications.
  • Assisted patients in filling out patient history forms, consent forms, and payment contract forms, when necessary.
  • Received and process cash and credit card payments for medical services rendered.
  • Answered, investigating, and/or directing patient inquiries or complaints to the appropriate medical staff member.
  • Supported Customers by delivering an effortless and personalized experience.
  • Applied active listening, showing interest, compassion and displaying empathy for the customer.
  • Demonstrated accuracy in processing changes to customer policies based on the information provided.
  • Ensured first call resolution and customer satisfaction on all transactions.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
04/2020 to 11/2020
Pharmacy Customer Service Representative II Broad-Path Healthcare, Express-Scripts City, STATE,
  • Responded to members and client ‘s requests/inquiries regarding prescription drug plan coverage or ordering prescriptions through the mail/phone order pharmacy.
  • Handled and record inbound pharmacy calls from members, providers and pharmacies to meet departmental and CMS standards.
  • Assisted customers with order statuses and Billing payments inquires.
  • Explained Point of Sale claims adjudication, state CMS policy/guidelines, and any other necessary information to providers, members, and pharmacies.
  • Effectively communicated plan benefits information, including but not limited to, formulary information, copay amounts.
  • Pharmacy location services and prior authorization outcomes.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Provided customer service and issue resolution to increase QA satisfaction levels by 15%.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Exceeded team goals and collaborated with staff to implement customer service initiatives.
  • Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
07/2018 to 02/2020
Customer Care Representative II PNC BANK FINANCIAL City, STATE,
  • Processed customer transactions and assisted customers with account inquiries in professional and courteous manner.
  • Responded to customer inquiries, complaints and comments via phone on a daily basis, and determined corrective action for high-call volume department.
  • Processed transactions, including money transfer, deposits and withdrawals and, data entry to update client files.
  • Ensured departmental compliance with company and regulatory agency records management and retention policies and procedures, achieving 100% compliance on 3 annual audits.
  • Analyzed debit and credit card transactions in order to identify potentially fraudulent activity via Fraud Detection System.
  • Performed maintenance requests received by phone for check re-orders, cashier's checks, basic loan maintenance, Debit/ATM PIN resets, loan payments, On Command lockouts, change of addresses, close accounts, account transfers, and Line of Credit advances.
  • Maintained current knowledge of banking regulations to ensure ongoing compliance of all basic and complex deposit accounts, including business, trust, IRA, and CD accounts.
  • Cross-selled banking products such as loans, credit cards, and other channels of banking such as online banking, mobile banking, and the automated voice system.
  • Analyzed transaction patterns and respond quickly to high-risk, potential liability situations.
06/2017 to 04/2019
Technical Support Representative II Apple City, STATE,
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Provided basic technical support for a wide range of products resulting in a 10% decrease in cancellations.
  • Provided 95% first call resolution.
  • Ensured customers were satisfied with every part of the flooring experience, from initial greeting through order completion.
  • Memorized the company's product offerings; contributed to a 20% sales increase for the quarter by communicating product benefits and providing excellent service.
  • Recommended solutions within customer budgets and proactively followed up with all leads.
  • Productive relationship builder: excel at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer.
  • Responded to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders.
01/2014 to 12/2017
Product Support/Customer Service Specialist Concentrix City, STATE,
  • Supported internal and external users with platform questions and troubleshooting issues related to usage, training, and support as a primary priority.
  • Expert in the use of Salesforce and other CRM applications.
  • Internal user Advocated directly with cross functional software development teams as they launch new features for our platform.
  • Analyzed customer feedback and provide reports to relevant team members.
  • Understand all aspects of our products and be the functional domain expert within the team.
  • Documented and communicate issues with product and processes as needed.
  • Provided Level 2 help desk/customer support solutions for computer, software and operating system issues by answering end-user questions through both phone and Windows Remote assistance.
  • Performed system troubleshooting in response to customer input on product operations.
  • Researched and resolved customer issue regarding payment history.
  • Documented all work activity in appropriate database.
12/2013 to 12/2017
Customer Service Account Specialist Microsoft City, STATE,
  • Received high volume of inbound/outbound calls from customers to assist with customers account inquiries questions and concerns.
  • Maintained high standard of performance record through exceptional customer service, attention to detail and through follow up.
  • Managed high volume of inbound and outbound calls from customers and Sales Reps. regarding orders for [company name] Wallboard and Joint Treatment.
  • Processed new orders and monitor existing orders to ensure on time delivery.
  • Compiled and maintained distribute documents and records, reviewing all documents for accuracy and clarity.
  • Coordinated with Sales, Quality, and Production personnel to guarantee customer objectives are met.
  • Attended to customers questions, requests, and concerns timely and courteously to achieve optimum results.
  • Extensively employed Microsoft applications such as Outlook, Excel, PowerPoint and Word, in addition to Global Shop.
  • Ensured that the company's compliance and regulatory standards are upheld.
12/2013 to 12/2015
Medical Record Documentation Specialist Corizon Healthcare City, STATE,
  • Gathered patient details by collecting demographic information from a variety of sources, interacting with registration areas and physicians' offices.
  • Maintained master patient index by completing assigned portion of daily audit trail.
  • Corrected and communicated problems according to established procedures.
  • Initiated the medical record by creating and processing the patient care record folder.
  • Maintained records availability by processing charts into the department, using chart mark-off procedures.
  • Facilitated chart location activities.
  • Retrieved medical records by following chart-out procedures; documenting reasons charts cannot be retrieved for statistical and follow-up purposes.
  • Communicated with health care providers informed providers of communication availability or unavailability of the records.
  • Maintained quality results by following hospital standards.
  • Purged outdated files.
  • Determined and implemented techniques to improve medical records retrieval process.
  • Consolidated diverse medical records.

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Resume Overview

School Attended

  • Kaplan University
  • Southwest Dekalb High School

Job Titles Held:

  • 401k Customer Service Professional II
  • Healthcare Reimbursement Specialist II
  • Customer Care Support Representative II
  • Patient Service Representative
  • Pharmacy Customer Service Representative II
  • Customer Care Representative II
  • Technical Support Representative II
  • Product Support/Customer Service Specialist
  • Customer Service Account Specialist
  • Medical Record Documentation Specialist


  • Associate of Applied Science
  • High School Diploma

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