LiveCareer-Resume

customer service representative supervisor resume example with 10+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Claire St. 10th Floor
:
Summary

Claire SUMMARY A motivated and dedicated Customer Service Specialist with seven years of active experience with the development and enforcement of policies and procedures in a company. Looking for a manager position in a dynamic organization where my skills will be fully utilized. Proficient in a range of computer applications. Well-developed communication and customer service skills. Proven ability to efficiently plan and manage multiple assignments to meet tight deadlines.

Skills
  • Healthcare Benefits
  • Claim Billing
  • Documentation
  • Email & Fax
  • Process invoices
  • Legal Documentation
  • Payroll & Payroll Processing
  • Policies
  • Sales
  • Proficient Typing
  • Case Management
  • COMPUTER
  • Microsoft Office Suite
  • Excel
  • Word
  • Access
  • Outlook
  • PowerPoint
  • CERITFICATION
  • CSR Certified
  • CPR
  • DSW
  • Provide assistance with claim look-ups.
  • May perform duplicate coverage inquires.
  • Resolve conflict as the first point of escalation for customers or route to other staff who can resolve.
  • Accurately record information in the operating system to reflect all activity/interaction with member accounts and follow up.
  • Assessed caller accounts to determine healthcare benefits, identify service needs and resolve issues.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Education and Training
Bastrop High School , Expected in Diploma of Arts : - GPA :
Experience
Melaleuca - Customer Service Representative Supervisor
Rexburg, ID, 12/2021 - Current
  • Trained staff to provide excellent customer service to challenging customers.
  • Promoted clean, safe, friendly work environment for employees and guests.
  • Led department and supported team leads with process and personnel needs.
  • Monitored team of [Number] Customer Services Representatives to assess knowledge, tone and adherence to company policy.
  • Routed calls from multiple sites to correct personnel and assisted with complex cases.
  • Coordinated schedule to maintain appropriate staff coverage.
  • Completed leaves of absence, time off requests and department transfers.
  • Oversaw daily operations of [Type] department through combination of careful planning and troubleshooting.
  • Resolved customer complaints or answered customers' questions.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Guided employees in handling difficult or complex problems.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Delegated work to staff, setting priorities and goals.
  • Interpreted and explained work procedures and policies to brief staff.
  • Computed balances, totals or commissions to support accounting team.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Analyzed financial activities of department to share budgetary input with managers.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Researched and prepared reports required by management or governmental agencies.
Carmax - CSR Benefit Advocate| Senior CSR Health Advocate
, , 12/2019 - 12/2021
  • Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, and correspondence
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
  • Contact doctor’s offices, pharmacies, and medical groups on behalf of the customer to assist with questions, schedule appointments, and close gaps in care
  • Make outreaches where necessary to with internal specialists for assistance
  • Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
  • Assists in maintaining a clean, organized and efficient work area, including maintaining supplies necessary to perform job duties
  • Provide single point of contact for the member for highly designated or dedicated UHC national or key account insurance plans
  • Respond to and own consumer inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims, financial spending accounts, correspondence, OptumRx Pharmacy, Optum Behavioral Health and self-service options
  • Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
Staffing Solutions - Customer Service Representative/ Quality Control Analyst
, , 12/2017 - 12/2019
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Answered constant flow of customer calls with up to 50 calls in queue per minute
  • Monitor all operations that affect quality
  • Supervise and guide inspectors, technicians and other staff
  • Educated customers about billing, payment processing and support policies and procedures
  • Resolved billing and claims issues over phone with customers daily
  • Keep records of quality reports, statistical reviews and relevant documentation
  • Facilitate proactive solutions by collecting and analyzing quality data
  • Ensure all legal standards are met
  • Respond to inquiries regarding healthcare benefits from providers, brokers, employers and other customers
  • Follow-up on caller inquiries that were not immediately resolved.
Teleperformance - Call Center Representative
, , 12/2012 - 12/2017
  • Tested and evaluated customer network systems
  • Performed regular maintenance to ensure that networks operated correctly
  • Assisted customers in properly diagnosing technical issues
  • Walked customers through recommended problem-solving steps
  • Create correspondence and self-addressed envelopes as needed
  • Answer telephone assisting patients as needed
  • Coordinate executive communications, including taking calls, responding to emails and interfacing with clients
  • Take customer calls and provide accurate, satisfactory answers to their queries and concerns
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support
  • Call clients and customers to inform them about the company’s new products, services and policies
  • Guide callers through troubleshooting, navigating the company site or using the products or services
  • Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
  • Collaborate with other call center professionals to improve customer service
  • Help to train new employees and inform them about the company’s customer management policies

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Resume Overview

School Attended

  • Bastrop High School

Job Titles Held:

  • Customer Service Representative Supervisor
  • CSR Benefit Advocate| Senior CSR Health Advocate
  • Customer Service Representative/ Quality Control Analyst
  • Call Center Representative

Degrees

  • Diploma of Arts

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