GERALD BERGER II
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests, and emails with good problem-solving, multitasking, and research abilities. Background in customer service roles with high-volume customer demands.
Overview
9
9
years of professional experience
Work History
Health Benefits Specialist/ Customer Care Professional
ADP/ Kelly Services
10.2016 - 03.2023
- Provided essential information to the Federal Judiciary
- Reviewed and processed health benefit claims to ensure accuracy of information.
- Developed and implemented new health benefits policies and procedures for clients.
- Assisted employees with understanding their health care options, such as HMOs and PPOs.
- Provided guidance to employers regarding employee benefits packages.
- Maintained current knowledge of changes in the healthcare industry regulations and laws.
- Resolved customer complaints concerning coverage or billing discrepancies in a timely manner.
- Drafted letters informing customers about any changes or updates made to their health benefits plans.
- Performed administrative duties including filing paperwork, creating documents.
- Kept employee information safe and secure.
- Created and advised on strategies for employers to share costs with employees.
Account Manager/ Sales Leader
Superior Business Solutions
04.2016 - 10.2016
- Top 3 Sales Rep for the Months of May-June.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Created comprehensive reports on account performance and presented them to senior management.
- Provided training and guidance to new Account Managers.
- Managed multiple accounts simultaneously while meeting deadlines.
- Developed strategies to increase revenue from existing accounts.
- Resolved customer complaints in a timely manner.
- Collaborated with the marketing team to develop promotional materials for clients.
- Solicited feedback from customers on their experience with products or services.
- Maintained accurate records of all customer interactions in the CRM system.
- Assisted in developing pricing models based on competitor analysis.
Customer service/ Sales rep
Time Warner Cable
06.2015 - 02.2016
- Helped guide customers through trouble shooting
- Answered incoming customer calls regarding product questions, sales inquiries, and complaints.
- Provided accurate information about products and services.
- Resolved customer service issues in a timely manner.
- Processed orders, forms, applications, and requests.
- Maintained records of customer interactions and transactions.
- Built sustainable relationships with customers through open communication.
- Followed up on customer inquiries not immediately resolved.
- Adhered to company policies when dealing with customers.
- Performed follow-up calls to confirm customer satisfaction with product or service received.
- Compiled reports on overall customer satisfaction.
Customer Service Rep
ADP
09.2014 - 05.2015
- Helped Clients with their health care needs
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases, and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
Associates in arts -
Jefferson Community And Technical College
08-2018
Skills
- Proficient in Microsoft Word
- Advanced in Microsoft Excel
- Proficient in Microsoft PowerPoint
- Type 40 wpm
- HIPAA Compliance
- Claims Processing
- Healthcare knowledge
- Preparing applications
- Policy Interpretation
- Strategic planning advice
- Data Entry
- Investigation skills
Timeline
Health Benefits Specialist/ Customer Care Professional
ADP/ Kelly Services
10.2016 - 03.2023
Account Manager/ Sales Leader
Superior Business Solutions
04.2016 - 10.2016
Customer service/ Sales rep
Time Warner Cable
06.2015 - 02.2016
Customer Service Rep
ADP
09.2014 - 05.2015
Associates in arts -
Jefferson Community And Technical College
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