Senior Customer Service Representative Resume Example

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(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Extensive experience in the customer service environment; which includes working as a Senior Customer Service Representative. Organized and developed procedures to process and maintain the agencies integrity while handling escalated calls. Fifteen years of customer Service experience, providing exemplary experiences for a diverse customer base. Highly organized, detail oriented, with strong problem solving and superior interpersonal skills.

  • PeopleSoft
  • Citrix
  • CS Pro
  • Seibel
  • Lotus Notes
  • Novell
  • MS Office
  • E-Gain, Navigator
  • Oraclel
  • Patient Plus
  • National Payer Tool (NPT)
  • UltiPro
  • Connect Pro
  • Web Chat
  • Data management
  • Self-motivated
  • Conflict resolution
  • Process implementation
  • Extremely organized
, Expected in 2010 Health Services Series - 10 Skillset, TechSkills of Charlotte - Charlotte, NC, : - GPA :
, Expected in 1999 Business Courses, Catawba Valley Community College - Hickory, NC : - GPA :
Catawba Valley High School Hickory, NC Expected in 1990 High School Diploma : - GPA :
, Expected in 2011 Certified Medical Administrative Assistant (CMAA), 2009-2010 Certified Billing and Coding Specialist (CBCS) : - GPA :
Work History
Newell Brands - Senior Customer Service Representative
Fort Myers, FL, 01/2010 - 01/2017
  • Duties included being the first point of contact for the client's managers and employees, assisting with policies and procedures.
  • Answering email and communicating via web chat.
  • Administered and/or explained Health Benefits, life insurance, 401K, pension and Employee Stock Purchase Plan benefits to employees and served as a liaison between employees and third party benefit carriers.
  • Access, update and interpret Oracle© PeopleSoft PROD/ PSIA Workforce Administration, Benefits, Payroll of North America, and HRMS Set-up for active and inactive population of over 60,000.
  • Process and issue employee paychecks and statements of earnings and deductions.
  • Review time sheets, work charts, wage computation, and other information to detect and reconcile payroll discrepancies.
  • Reviewed calls for trends and opportunities in regards to handling and preventing customer escalations Established and maintained close working relationships with business clients within and across organizational lines to streamline and automate transactional processes and maximizing resources for analytical functions.
  • Identify opportunities to implement organizational and operations changes created by both internal and external business needs and developments.
  • Support Service Delivery's mission and daily operations through the management of tier two customer inquiry case handling, ongoing customer coaching and workflow improvements.
  • Worked on various administrative projects which included benefit calculations, data management, transaction workflow call backs and process improvements.
Talent Bridge/Lash Group - Benefits Verification Specialist & Patient Case Coordinator
City, STATE, 01/2015 - 01/2016
  • Under the general supervision of the Reimbursement Supervisor / Manager, I was responsible for various reimbursement functions, including but not limited to accurate and timely claim submission, claim status, collection activity, appeals, payment posting, and/or refunds, until accounts receivable issues are properly resolved.
  • Collected and reviewed all patient insurance benefit information, to the degree authorized by the SOP of the program.
  • Processed any necessary insurance/patient correspondence.
  • Maintained confidentiality in regards to patient account status and the financial affairs of clinic/corporation.
  • Typically received little instruction on day-to-day work, general instructions on new assignments.
  • Made outbound calls to payors to confirm eligibility.
  • Speaking with Patients and Insurance providers/payors.
Performance Staffing Solutions Inc./Lash Group - Patient Case Coordinator
City, STATE, 10/2017 - Current

I work with purpose by becoming a trusted and valued resource to patients and providers. I improve patient’s access by assisting with issues involving insurance and medications coverage. Not only do I research possible coverage, but go the extra mile to give each patient option’s along with direct contact information. By reducing stress and confusion regarding insurance coverage, patients can focus on living healthy lives.
• Required to be self-motivated, working from a queue (phone or system). Expected to perform work in accordance with defined standard operating  procedures performs related duties as assigned, which could include well defined services generally performed by other program representatives (e.g. benefit verifications, Patient Assistance Program determinations).
• Applies company policies and procedures to resolve a variety of issues.
• Documented each activity in program specific database.
• Participate and attend on-going refresher training and in specialized training courses for specific products or programs as deemed appropriate by the manager.
• Performs basic administration processing and approval of transactions, data input and verification of required documentation
• Meets key performance measures such as first call resolution, average answer speed, and call quality
• Performs various projects as assigned
• Makes any required customer follow-up calls and conducts additional research as necessary
• Utilizes and updates knowledge base tool to provide consistent answers to customers
• Processes any necessary correspondence.
• Maintains confidentiality in regards to all patient sensitive information.

accounts receivable, administrative, Administrative Assistant, streamline, automate, Benefits, Billing, charts, Citrix, coaching, client, clients, data management, Delivery, email, financial, instruction, Insurance, Lotus Notes, Access, MS Office, Navigator, Novell, Oracle, organizational, Payroll, PeopleSoft, policies, processes, Coding, Speaking, Seibel, SOP, Supervisor, supervision, workflow

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Resume Overview

School Attended
  • Catawba Valley High School
Job Titles Held:
  • Senior Customer Service Representative
  • Benefits Verification Specialist & Patient Case Coordinator
  • Patient Case Coordinator
  • Health Services Series - 10 Skillset, TechSkills of Charlotte - Charlotte, NC,
  • Business Courses, Catawba Valley Community College - Hickory, NC
  • High School Diploma
  • Certified Medical Administrative Assistant (CMAA), 2009-2010 Certified Billing and Coding Specialist (CBCS)

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