customer service representative resume example with 20+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.

  • Organizational Skills
  • Computer Skills
  • Reliable & Trustworthy
  • Training & Development
  • Relationship Building
  • Microsoft Office
  • Friendly, Positive Attitude
  • Customer Service
  • Critical Thinking
  • Good Work Ethic
  • Team Building
  • Active Listening
  • People Skills
Education and Training
Pathfinder School of Insurance Indianapolis, IN, Expected in 10/2018 Licensed Insurance Agent : Insurance - GPA :
Aerobics And Fitness Association of America (AFAA) Distance Education Center Sherman Oaks, CA Expected in 08/2017 Fitness Instructor : Physical Fitness Technician - GPA :
Indiana University Kokomo Kokomo, IN Expected in 11/2009 CPT/ICD : Medical Coding - GPA :
Springboro High School Springboro, OH Expected in 06/1985 High School Diploma : - GPA :
Newegg, Inc. - Customer Service Representative
Stafford, TX, 07/2022 - Current
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Made outbound calls to obtain account information.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Improved customer service wait times to mitigate complaints.
Customers Bank - Fraud Investigator
Malvern, PA, 02/2020 - 07/2022
  • Examined financial statements, written documents and audio files that could be used as evidence for fraud cases.
  • Input information regarding fraud investigations into detailed reports for submission to clients.
  • Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
  • Coordinated investigations with specialized units in insurance and law enforcement agencies.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
  • Participated in group discussions with team members to develop new ways to combat fraud.
  • Prepared, documented and assembled evidence for potential prosecution and civil litigation.
  • Tracked chargeback activity to identify best practices for determining fraud.
  • Made recommendations for closing accounts and performed associated follow-up.
  • Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
  • Determined existing fraud trends by analyzing accounts and transaction patterns.
Aaa Mid-Atlantic - Insurance Agent
Marlton, NJ, 08/2017 - 07/2019
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Analyzed customer needs and provided best options, upselling products and services.
  • Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
  • Received underwriting approvals after accurately completing applications for insurance coverage.
  • Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
  • Prepared proposals and conducted closing interviews to sell insurance products.
  • Developed fact-finding interviews to determine need for coverage.
  • Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
  • Prepared proposals and conducted closing interviews to increase insurance sales.
  • Gave sales presentations, negotiated contracts and promoted services to customers.
  • Followed up with customers to check on changing needs and propose new offerings.
  • Wrote policies, finalized documents and filed paperwork.
  • Explained features, advantages and disadvantages of various policies to promote sale of insurance plans.
  • Communicated with clients by phone and email to answer questions and offer services.
  • Interviewed prospective clients to gather information on financial needs and discuss existing coverage.
  • Made appointments with potential clients to discuss products.
  • Weeded out unlikely prospects quickly and redirected time and efforts to potential customers.
  • Offered information about policy and coverage details.
  • Kept thorough records of customer details and previous sales.
  • Offered policy guidance and management to promote asset protection.
  • Operated in fast-paced and driven sales environment.
Gi Associates & Endoscopy Center - Medical Billing Specialist
Flowood, MS, 08/1997 - 12/2012
  • Identified errors and re-filed denied or rejected claims quickly to prevent payment delays.
  • Reviewed patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under policies.
  • Posted and adjusted payments from insurance companies.
  • Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements.
  • Prepared billing statements for patients, ensuring correct diagnostic coding.
  • Submitted refund requests for claims paid in error.
  • Collaborated closely with other departments to resolve claims issues.
  • Entered procedure codes, diagnosis codes and patient information into Medtech , CMS.
  • Contacted insurance providers to verify insurance information and obtain billing authorization.
  • Maintained timely and accurate charge submission through electronic charge capture, including billing and account receivables (BAR) system and clearing house.
  • Precisely completed appropriate paperwork and system entry regarding claims.
  • Demonstrated analytical and problem-solving skill by addressing barriers to receiving and validating accurate HCC information.

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Resume Overview

School Attended

  • Pathfinder School of Insurance
  • Aerobics And Fitness Association of America (AFAA) Distance Education Center
  • Indiana University Kokomo
  • Springboro High School

Job Titles Held:

  • Customer Service Representative
  • Fraud Investigator
  • Insurance Agent
  • Medical Billing Specialist


  • Licensed Insurance Agent
  • Fitness Instructor
  • High School Diploma

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