Barbara Moran
Owings Mills
Summary
Enthusiastic Senior Customer Service Representative with more than 15 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Associate
T Rowe Price
11.2021 - 03.2026
- Reviews transaction and authorizations. Process transactions. Responsible for timely and accurate reconciliation of transactions. Maintains departmental processing standards in productivity and quality.
- Responsible for tracking responses to client inquiries in order to inform the development of guides that enable swift resolution of recurring issues.
- Performs duties has assigned to improve business processes, the timing and quality of client transactions, and the level of support available.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Escalated issues to proper supervisors when standard processes were not effective.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
Senior Customer Service Representative II
Carefirst
04.2014 - 11.2021
- Preserve awareness of products and contract details to explain contractual language to customers, evaluate necessity for managed care initiatives, and oversee administration of all service types to customers and business sectors.
- Leverage understanding of NASCO systems and contract knowledge to effectively resolve client inquiries
- offer services to clients regarding pre-existing condition policy matters, rider identification for other insurance, coordination of benefits, payment administration, and enrollment and billing activities.
- systematically document all client interactions following established departmental protocols.
- investigating billing errors and claim complications.
- Document, transcribe, and circulate monthly team meeting minutes.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Education
High School Diploma -
Chesapeake High School
Baltimore, MDSkills
- Proficient in utilizing business systems such as Oracle, FACETS 570, and Claim Xten
- Skilled in Microsoft Word, Excel, and Outlook
- Experienced in diverse professional development programs and technical platforms
- Skilled typist with a speed of 60 WPM
- Effective interpersonal communication
- Project status communication
- Inter-departmental collaboration
- Client interaction expertise
- Service excellence
- Collaborative communication
- Effective interdepartmental dialogue
Timeline
Senior Customer Service Associate
T Rowe Price
11.2021 - 03.2026
Senior Customer Service Representative II
Carefirst
04.2014 - 11.2021
High School Diploma -
Chesapeake High School