member service specialist resume example with 14+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Personable and dedicated Member Representative with extensive experience in Health and Medicare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

  • Customer support services
  • Customer service representation
  • Member relations
  • Client services quality
  • Senior leadership support
  • Customer relations
  • Call Center Operations
  • Credit card payment processing
  • Office equipment proficiency
  • Clerical support
  • Courteous demeanor
  • Microsoft Office expertise
  • Problem-solving abilities
Member Service Specialist, 10/2012 to Current
Midsouth Community Federal Credit UnionMacon, GA,
  • Answered inbound calls from wide range of members, welcoming callers.
  • Managed continuous delivery of top quality membership support.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Utilized wide range of technical systems and company equipment to optimize operations and workflow.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Informed customers about product lines and services offered by company.
  • Provided customer service and issue resolution to increase QA satisfaction levels.
  • Engaged customers with proactive strategies to understand needs and develop successful solutions.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Evaluated benefits for each caller to determine service needs and address concerns.
  • Collected payments for Medicare Sales and KPIF sales and also updated accounts to reflect new balances.
  • Served needs of as many as 50-80 customers per shift, including collecting payments, tracking rewards and handling customer service issues.
  • Determined accurate prices for Medicare customer services, consistently searching for deals and best prices for customers.
  • Lead on- and off-site customer support teams across multiple time zones.
  • Explained advantages, disadvantages and features of policies to promote sales of Medicare plans.
  • Contacted policyholders to explain policies, analyze insurance options and suggest changes and additions to policies.
  • Monitored clients' insurance coverages to ensure changing needs were met.
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Cooperated with Medicare, Medicaid and private insurance providers to establish relationships and resolve billing issues.
  • Updated patient's medical records, insurance information and family history for charts.
  • Educated clients on how to conduct transactions with convenient online solutions.
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Excelled in exceeding daily credit card application goals.
  • Completed and submitted appeals for denied claims.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Reviewed claims for coding accuracy.
  • Coordinated communications between patients, billing personnel and insurance carriers.
  • Contacted insurance providers to verify insurance information and obtain billing authorization.
  • Reviewed account information to confirm patient and insurance information is accurate and complete.
  • Oversaw medical coding, charge entry, claims, pharmacy communications and other day-to-day operations of billing department.
Customer Service Manager, 03/2008 to 10/2012
Lg ChemHazel Park, MI,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Evaluated employee job performance and motivated staff to improve productivity.
Service Coordinator, 01/2007 to 02/2008
Parts TownFort Wayne, IN,
  • Monitored documentation procedures to maintain consistent policies and current records.
  • Solicited feedback from staff and volunteers to improve existing programs.
  • Delivered positive reinforcement and constructive criticism for employee work efforts.
  • Inspected completed work to assess quality and identify skill gaps.
  • Coordinated efficient maintenance schedules to keep systems running at peak levels.
  • Researched and provided timely resolution to service discrepancies.
Education and Training
High School Diploma: , Expected in 06/1992 to Laurel Senior High School - Laurel, Md,

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Resume Overview

School Attended

  • Laurel Senior High School

Job Titles Held:

  • Member Service Specialist
  • Customer Service Manager
  • Service Coordinator


  • High School Diploma

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