BENEFIT ADVOCATE Career Overview Customer Service Representative maintains high level professionalism, patience efficiency minimize customer dissatisfaction increase customer loyalty. Core Strengths Strong organizational skills MS Word, MS Excel, MS PowerPoint, MS Office Publisher Outlook Loan Servicing Systems: MSP/Fidelity, SEAS Image Viewer Legal Search Engine: Lexis Nexis, Westlaw, CRM Selling System Citrix, online medical software: Encoder Pro MedPolicy Negotiation competency Active listening skills Seasoned conflict resolution Sharp problem solver Courteous demeanor Employee relations specialist High customer service standards Customer service management expertise Troubleshooting skills Telecommunications knowledge Work Experience Benefit Advocate March 2015 Current Company Name City State Provide excellent customer service responding customer interactions via telephone, email, internet, professional, courteous, accurate manner recording brief overview communication. Resolves customer inquiries concerns first call resolution; assist members needs regarding benefits, eligibility, claims, financial spending accounts correspondence. Answers customer's questions help guide educate selecting best benefit plan options, maximize value health plan benefits helping understand select quality care providers. Intervene care providers (doctor's offices) behalf member assist appointment scheduling connections internal specialists assistance. Assist negotiating fees healthcare providers behalf members. Encourages self-sufficiency assisting members navigating company websites, cell phone applications, tools. Take ownership call build rapport providing resolutions behalf member real time. Creates, generates, initiates requests customer callbacks allow research follow-up customer. Research complex claims issues across multiple databases work support resources resolve customer issues addition collaborating departments resolve escalated issues. Provide benefits education status previously submitted pre-authorizations pre-determination requests. Exceeds performance goals established position areas of: efficiency, call quality, customer satisfaction, first call resolution attendance. Participates supports development implementation special projects. Research solve claims billing issues. Helps members eligibility benefits coverage questions. Interfaces insurance carriers, physicians, hospitals healthcare providers. Online Customer Service Representative Aerotek Contractor December 2014 February 2015 Company Name City State Provide excellent customer service responding customer interactions via telephone, email, internet, professional, courteous, accurate manner recording brief overview communication. Contracted/temporary assignment assisting customers enrolling online banking, resetting user names passwords. Responsible updating accounts correct information proper reception advanced access codes financial transfers bill pay. Assisted assist customers accessing accounts due customer account protection blocks prevent fraud offer advanced protection. Senior Customer Service Representative September 2013 April 2014 Company Name City State Xerox Corporation Provide excellent customer service responding customer interactions via telephone, email, internet, professional, courteous, accurate manner recording brief overview communication. Provided Services Wellpoint Insurance. Handled needs medical professionals providing excellent customer service. Verified benefits eligibility medical policies, claim statuses. Researched confirmed ICD-9, CPT Diagnosis codes billable valid based medical necessity via online medical software Encoder Pro MedPolicy. Sales Representative/Holistic Health Coach March 2011 December 2014 Company Name City State Provide excellent customer service responding customer interactions via telephone, email, internet, person professional, courteous, accurate manner recording brief overview communication. CEO/COO Health Wellness/Weight Management Company. Successfully sold thirty thousand dollars first six months business. Managed team nine health coaches, traveled country networking building brand. Successfully conducted cold warm sales calls. Persuaded clients adopt unhealthy lifestyles eating habits. Conducted weekly consultations via phone video chat and/or social media forum. Collaborated one-on-one clients, identified dieting weight loss challenges, set realistic dietary goals designed weight management menus. Collaborated clients create options achieve healthy results according body type. Coached, observed, monitored results, altered individual programs celebrated milestones. Duties also included office management, customer support online order status, history. Logged, tracked managed leads, contacts, organizations, partners, vendors suppliers. Office management, administrative support, including new health coach recruiting training, filing, deposits, trade shows, conferences weight release parties. Successfully supported branding ability communicate healthy lifestyle practices behavior modifications clients, maintained knowledge base products, nutrition healthy active lifestyle. Effectively used consulting, coaching, customer service, inside sales aggressive phone skills maximize revenues. Strategically utilized reports meet performance expectations achieve goals hit sales quotas. Resolved customer issues escalations. Mortgage Insurance Customer Service Representative June 2008 June 2011 Company Name City State Subject Matter Expert (SME) solely selected train new hires contracted company (Wells Fargo). Promoted Senior Mortgage Insurance Customer Service Representative. Provide excellent customer service responding customer interactions via telephone, email, internet, professional, courteous, accurate manner recording brief overview communication. Inbound customer service representative hazard insurance clients. Assisted borrowers external customers. Maintained hazard flood lender placed insurance policies mortgage loans. Assisted manual production training development new hires specific campaigns. Educational Background Associate Science Paralegal Colorado Technical University Coursework Paralegal Studies Skills Accounts payable receivable, Administrative support filing, researching Banking, billing, branding Consulting Customer Service, customer support, telephone Data entry: MS Excel, MS Office, Outlook, MS PowerPoint, Publisher, MS Word Employee training Human resource: recruiting, payroll, policies, quality, rapport, insurance, coaching Medical Billing coding: ICD-9, ICD-10 Mortgage loans, negotiating, networking Office management: selling, sales, scheduling, taxes, phone skills, phone, trade shows, type, video, websites