Customer Service Representative Resume

Candidate Pitch:

Customer Service Representative II Rentokil North America-Tempe, AZ May 2024 to December 2024 Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Refer unresolved customer grievances to designated departments for further investigation. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Eligibility Interviewer Arizona Department of Economic Security-Phoenix, AZ January 2024 to April 2024 Collect and gather information to conduct interviews to make eligibility determinations for medical, food, and financial assistance. Complete the application process, while entering data on a computer and accessing multiple screens. Verify client information by interacting with internal and external customers, and federal, state, and local entities. Adhere to agency standards in a high-volume call center, measured by metrics and standards related to service levels, accuracy, and timeliness. Solution Center Specialist Arizona Central Credit Union-Phoenix, AZ August 2021 to December 2023 Build long-term member relationships by identifying the financial needs of our members and offering them a Credit Union solution Answer and process phone, email, and chat transactions; explain products and services; respond to problems and concerns, and direct phone calls to the appropriate department.Identify member financial needs and offer a solution by cross-selling products and services that will meet those needs Fraud Client Services Bank of America-Phoenix, AZ March 2019 to July 2021 Responsible for conducting research and analysis of account activity to assess levels of risk and detect fraudulent activity. I utilize strategic tools, resources and procedures to diligently evaluate accounts and customer situations that may require unique treatment and a specialized approach. My work involves making complete inbound and outbound calls and taking appropriate action based on specific transaction characteristics. The best part of the job is helping protect customers and bringing peace of mind as part of their experience with Bank of America Member Services Representative Veritage Management, Inc-Phoenix, AZ August 2018 to February 2019 Receives, documents, researches and responds to customer inquiries or complaints following established policies, procedures and standards. Prepares and/or initiates a variety of correspondence/documents in response to inquiries or complaints, following departmental procedures. Facilitates timely research and resolution of complaints through interaction and communication with the appropriate parties, which includes but is not limited to, department team members, employees within the organization, physician offices, and/or contracted plan representatives. May perform account reconciliation, billing and payment posting. Educates customers on benefits programs by providing information related to the use of a plan, eligibility, appeals process and claim status concerns. This includes providing information pertaining to the managed care organization, related services, practitioners providing care, and members' rights and responsibilities. Multi-tasks between inbound customer calls and other prioritized projects or duties. Actively identifies opportunities to improve work processes. Works cohesively with team members to ensure delivery of outstanding customer service, in a positive work environment, that supports the department's ongoing goals and objectives. Work From Home Claims Examiner Cognizant Technology Solutions-Phoenix, AZ June 2015 to July 2018 Approved all HCFA and UB claim forms prior to payment submission. Verified that all ICD-10, CPT, modifiers and revenue codes are used correctly, prior to payment approval. Denied all incorrect claims submissions. Reviewed medical claims submitted as an appeal. Researched each claim and paid according to specified benefit contracts. Responsibility included being updated on all benefit plans for each contracted providers (121 contracts). Laboratory Technician Central Clinical Labs-Phoenix, AZ November 2012 to May 2015 Performed Quality Control laboratory tests and other laboratory support work using standard operating procedures. Performed cGMP and GLP documentation with conventional paper forms and integrated computerized Laboratory Information Management System and instrument-specific software. Performed laboratory work according to prescribed standards, policies and work instructions. Preparation and review of routine laboratory solutions per applicable test methods Sampled and tested manufacturing utilities Set-up, calibration, performance verification and operation of routine laboratory equipment and instruments Standard and Reagent Inventory tasks within LIMS Sample Management /intake processes within LIMS, which include receiving, labelling and preparing samples for Quality Control Testing Collected and analyzed samples Test samples to verify conformity to specifications Recorded test results in LIMS Cleaned and sterilized laboratory equipment and glassware Claims Representative First American Home Warranty-Phoenix, AZ January 2011 to October 2012 Take ownership of an assigned caseload from the investigation of the claim through resolution. Make decisions and authorize work orders up to a set level Identify issues, analyze claim and work order facts, gather, review, research and document pertinent information. Take reports from technicians and homeowners. Answer incoming calls, emails and voicemails from customers, contractors and escalated calls in a timely manner and according to guidelines.Purchase necessary parts and equipment within a specified limit and skill set.Provide homeowners with all relevant information pertaining to contract, claim or work order. Obtain any necessary documentation from the customer and/or technician.Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests. Provide assistance with inbound call volume as needed.May purchase parts and equipment within a specified limit High school diploma