Customer Service RepresentativeDialog Direct － Highland Park, MI
Analyzes, evaluates, resolves and responds to service inquiries from members, providers, employers groups,
colleagues, agents, Elite agents (customers), and others within departmental guidelines.
pleasant interactions are ongoing expectations.
Partnering with internal and external resources promptly provides customers with information and education
concerning benefit clarification, eligibility requirements, verification, authorization, billing and claim status.
Promptly identifies and resolves or escalates customer concerns or complaints to achieve positive outcomes.
Places outbound welcome calls to members to educate them on their benefits as needed.
members and agents if assigned by leadership.
Adheres to established procedure and quality guidelines in support of Priority Health service promise, key
drivers, performance indicators, as well as corporate values and codes of excellence.
Identifies potential trends
or issues that impact health plan members and works with coworkers and leadership resources to suggest
Assists customers with administrative issues, such as submitting enrollment record changes, providing letter
explaining coverage or benefits, and obtaining and relaying certain member information to other departments
Facilitates claims resolution through follow-up on member calls and correspondence received to appropriate
Effectively tracks and/or documents all service interactions with customers within appropriate systems
according to guidelines.
Develops and maintains behaviors of productivity, availability to customers, and adherence to work schedule.
09/2015 to 04/2016
Call Center RepresentativeUnited Towing & Transport, Inc － Dearborn, MI
Answer all incoming calls.
Set up tows for customers and companies.
Call customers to give updates and follow up on service experience.
Acceptes payment over the phone for intended service.
Document any complaints about damages or service.
Update members profiles with any new information if necessary.
Give estimates on service and tows.
10/2007 to 05/2013
Office ManagerJackson Hewitt & American Tax Team LLC － Detroit, MI
Open or closed the office.
Set up, updated or shut down computer systems daily.
Make schedule, delegated assignments to office staff.
Trained staff on company policies,procedures and tax software.
Answered telephones,directed calls,took messages,and set up appointment for clients.
Prepared,audited and advised federal,state and city tax returns for individuals and small
businesses in accordance with tax law.
Advised clients on potential deductions, credits tax liability according to tax law.
Promote tax products and services according to their financial situation.
Authorized coupons,promotions,bonuses and discounts for clients.