To obtain immediate employment with growth potential, where my technical and interpersonal skills can be utilized and advanced. Professional Qualifications:
Inspire team commitment to meet company goals, management objectives and high quality performance standards. Ability to work independently, as well as part of a team; detail-oriented, accurate and efficient.
Cigna (CHDP)November 2013Customer Service Subject Matter Expert (SME) Fort Washington, PA
Resolved Escalated customer questions, issues and complaints.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
Trained staff on how to improve customer interactions.
Provided cross training to multiple staff members.
Jolly Brother's LLC January 2009Willow Grove , PA
Opened a new store location and assisted in recruiting and training new staff.
Delivered excellent customer service by greeting and assisting each customer.
Maintained daily record of all transactions.
Analyzed marketing information and translated it into strategic plans.
Reviewed new customer orders and requests and manually entered data into a centralized database.
Oversaw scheduling for the day-to-day activities of 8 transportation employees.
Manually created shipments, assigned carriers and dispatched shipments.
Completed all necessary customs documents and other paperwork.
AmeriHealth Administrators September 2006 to October 2009Call Center, Representative; Call Center, Team Lead; Sr Claims Processor Fort Washington, PA
Resolved customer questions, issues and complaints.
Developed, implemented and monitored programs to maximize customer satisfaction.
Managed and mentored new customer service representatives.
Perform side by side training of new employees, along with monthly monitoring.
Assist representatives with escalated customer service calls and questions.
Generate daily reports to immediate supervisor.
Processed an average of 80 - 100 claims per day
Calculated figures such as discounts, percentage allocations and credits.
Express ScriptsJune 2005 to September 2006Patient Care Advocate Horsham, PA
Processed mail-order prescriptions submitted from the physicians and members.
Corresponded to emails about existing and new prescriptions from the department.
Answered incoming calls from members and providers with general benefits questions.
Lincoln University Lincoln University12/04Business AdministrationPA