Carmen Glover
Sandy Springs,GA
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Medicaid & Medicare
Chester, VA
06.2011 - 08.2012
- Conducted outreach to low-income individuals in order to inform them of their eligibility for Medicaid services.
- Updated case management software with relevant information pertaining to each client's situation on a regular basis.
- Assisted clients with Medicaid applications and renewals, answering questions and providing guidance throughout the process.
- Researched and responded to inquiries from clients regarding Medicaid coverage and benefits.
- Reviewed medical documentation submitted by providers in order to determine whether services were medically necessary or appropriate for reimbursement under the program guidelines.
- Managed all payments processing, invoicing and collections tasks.
- Answered customer questions to maintain high satisfaction levels.
- Collected, posted and managed patient account payments.
- Submitted claims to insurance companies.
- Developed training materials related to changes in policy and procedures concerning Medicaid programs for use by other staff members across the organization.
Customer Service Representative
Captial One
Chester, VA
09.2010 - 05.2011
- Answered inbound calls, chats and emails to facilitate customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Representative
Verizon
Richmond, VA
06.2009 - 08.2010
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
High School Diploma -
Prince George High School
Prince George, VA06-2005
Skills
- Data Entry
- Complaint resolution
- Inbound and Outbound Calling
- Payment Processing
- Credit card payment processing
- Microsoft Excel
- Microsoft PowerPoint
Timeline
Customer Service Representative
Medicaid & Medicare
06.2011 - 08.2012
Customer Service Representative
Captial One
09.2010 - 05.2011
Customer Service Representative
Verizon
06.2009 - 08.2010
High School Diploma -
Prince George High School
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