Customer Service & Support Specialist Dedicated and technically skilled customer service professional with a versatile administrative support skill set developed through Ten years (10) of commended performance in key customer service and support roles as a customer associate, retail management and service provider. Expert in customer care/communications, problem solving, relationship building, user training and support to increase efficiency, customer satisfaction and the bottom line. Offer advanced computer skills in MS Office "poweruser" with additional proficiencies in assorted databases to strive in exceeding customer/ employer expectations by delivering secondtonone service. Maintain customer centricity in all initiatives and interactions, always putting the customer first. Key Qualifications Retail Management Report & Documentation Call Center Operations Teambuilding & Supervision Insurance Claim Processing Inventory Management Staff Development & Training Bookkeeping Online & Help Desk Support Troubleshooting/ Problem Complaint Handling Solving
09/2006 to 04/2016
Health ConciergeAetna US Healthcare － Blue Bell, PA
Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with Aetna Navigator,Consultation Opportunities Etc.) Utilizes all relevant information to effectively influence member engagement.
Process claims timely and accurately in a fast paced, engaging and diverse environment while handling customer satisfaction as a top priority while maintaining a positive and professional attitude.
Partners with other departments to deliver client specific presentations.
Coordinates efforts both internally and externally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service (*).
Provides technical or subject matter expertise concerning policies, procedures, and function related applications/systems tools as needed Assist members with filing internal and external appeals.
Provider members the proper steps with the Website profiles Assist members with locating medical devices and scheduling Dr's appointment Place outbound calls in behalf of members on Explanation of Benefits, collection notices and Un process claims Reach out to Plan Sponsors to assist member on lap of coverage and adding dependents to existing coverage Handler outbound correspondence to members and providers Handled inbound and outbound customer service inquiries for members, providers, physicians and internal/external clients related to pharmacy benefits Assist member with Well Match, Health Assessments, Well Award Incentives and TelaDoc.
10/2003 to 03/2006
Customer Service AssociateExpress Scripts
Handled inbound and outbound customer service inquiries for members, providers, physicians and internal/external clients related to pharmacy benefits using computerized system to research information in response to documentation issues or data integrity issues in a timely manner while maximizing the use of their pharmacy distribution program.
Collaborate with other operational departments to research and resolve mail order or claims issues and respond to members within performance agreement guideline.
Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.
Identify and escalate repetitive questions and/or problems so that corrective action can be pursued and expedited.
Work collaboratively with other customer service representatives and supervisor to ensure that best practices are shared Handled Other special projects as needed Troubleshooting and assisting patients in successful and accurate registration and navigation of website.
03/2000 to 10/2003
Account RepresentativeNCO Financial － Upper Darby, PA
Maintained and handled various high priority accounts such as Bankruptcy, Commercial, Residential and Industrial accounts regarding restoration of service, nonpayment shut off services and Public Utility Commission case files in addition to identifying complaints filed against the company.
Submitted daily reports filed by bankruptcy, commercial and residential accounts One on one for High End accounts for resolution.
Education and Training
Obtained igh School Diploma: Accounting Business AdministrationCommunity College of Philadelphia Martin Luther King, Jr. High SchoolAccounting Business Administration