Hard-working professional with 16+ years of experience and a proven knowledge of conflict resolution, customer communications, and records management. Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Highly organized, proactive, and punctual with team-oriented mentality. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems.
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· Demonstrated products to customers, discussed features and redirected objections to capture sales.
· Drove sales of FIOS and Copper products by applying proactive nature, knowledge of customer preferences and active listening skills.
· Answered incoming telephone calls to provide information about products, services, store hours, policies, and promotions.
· Retained product, service, and company policy knowledge to serve as resource for both coworkers and customers.
· Offered product and service consultations and employed upselling techniques.
· Earned reputation for good attendance and hard work.
· Provided excellent service and attention to customers through phone conversations.
· Answered 25-30 calls per day to answer customer questions.
· Recognized by management for providing exceptional customer service.
· Managing a caseload of 20+ customers with 5000+ employees eligibility files/ID cards for insurance coverage on a weekly basis.
· Complete 100+ requests sent daily by customers for immediate updates.
· Electronic files are edited and updated weekly for clients to ensure all transaction completed for clients are updated in the Aetna database.
· Weekly error/analysis reports are submitted to each client containing all transactions completed weekly for their book of business.
· Full Time Sr. Eligibility Consultant back up for clients such as PEBTF, State of New Jersey and other large accounts.
· Weekly phone meetings with clients to review issues or concerns, plan changes, or review of analysis reports.
· Quarterly in-house meetings with benefit coordinators to discuss upcoming open enrollment plans, objectives, and the expected results for the clients to ensure a smooth open enrollment process.
· Volunteering for new business whenever a new client is acquired.
· Maintaining 100% KPM/Quality results since Dec. 2014.
· Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
· Recognized by management for providing exceptional customer service.
· Provided excellent service and attention to customers when face-to-face or through phone conversations.
· Earned reputation for good attendance and hard work.
· Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
· Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
· Assisted members with medical plan information such as benefit coverage, claims processing, and provider information.
· Assisted members on understanding how their claims were processed, and their billing.
· Contacted provider's office on behalf of customer if bill was incorrect.
· Assisted on irate or escalated phone calls from other CSR's, to help eliminated a supervisor needing to take the call.
· Assisted members with appeals and complaints that pertained to denied claims, bills, or rude providers.
· Assisted members during annual open enrollment providing answers about the upcoming coverage, that would allow them to make the best choice for benefit coverage.
GPA: 3.17
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