GRETCHEN M. WALTERS
Howell,MI
Summary
An enthusiastic and hardworking person eager to utilize her organization and communication skills. A reliable and meticulous team member who enjoys life and thrives on challenges.
Overview
19
19
years of professional experience
Work History
Customer Care Representative for Sedgwick
Sedgwick
01.2024 - Current
- Answer phones from employees of companies and handle disability/FMLA/LOA/Accommodations
- Setting notes/diaries and return calls for Examiners
- Looking up documents in SIR
- Use Avaya One/Avaya IC, ViaOne, TEAMS, Google Chrome, Microsoft Office, OneNote, TAMS, JURIS
Customer Service Representative for Midamerica Building Products
Aerotek
01.2022 - 09.2022
- Answer phones from customers to take orders, check status of orders, check shipping status and stock
- Sending out order confirmation to customers
- Place orders via fax and email
- Use of SAP and CRM
Service Representative for Hanover Insurance
Randstad
10.2019 - 03.2021
- Indexing – moving incoming emails to appropriate mailboxes to be worked by other co-workers
- Sending out policies to insured
- Going over renewal materials that come in from insured to be sent to underwriters
- Manage schedules, diaries and adhere to policies & procedures
- Create Certificates for Insured/Cert Holders and send out
- Renewal Callouts – call out to insureds to see if they want to review their upcoming renewal policy
Project Coordinator/Resource Coordinator
Pomeroy
12.2014 - 11.2019
- Office located in New Hudson, Michigan
- Work on HP contract for Blue Cross Blue Shield of MI updating computers
- Manage multiple emails and instant messaging
- Manage multiple schedules, diaries and adhere to policies & procedures
- Analyze Customer needs for company products, purchases and returns
- Create Printer tickets for each location as needed and assign to Techs
- Assign trouble tickets to Techs for each BCBS location as they come into the queue based on a priority basis
- Keep track of printer supplies ordered
- Update asset information in database as moves/installs are made
Customer Services / Sales
Teletech, Inc.
05.2012 - 08.2014
- Home Office located in Waterford, Michigan
- Professional experience in Customer Service and Support
- Highly experienced with call center lines
- Manage multiple schedules, diaries and adhere to policies & procedures
- Analyze Customer needs for company products, purchases and returns
Claims Processor
Wright & Filippis
08.2009 - 05.2010
- Responsible for processing insurance claims for BC/BS of Pennsylvania
- Timely and accurately processed claims in fast-paced environment
- Verified claims and authorization numbers to be paid
Customer Service Representative II
Quest Diagnostics
10.2005 - 08.2009
- Responsible for processing patient specimens
- Validated requisitions
- Accountable for incoming patient calls and updating their personal information
- Contacted various insurance companies to confirm claims and proper coding
- Managed daily receipt mail/facsimiles from patients and doctors
Education
High School -
Walled Lake Central High School
Walled Lake, MICertificate - Medical Insurance Billing and Coding
Oakland Community College
Waterford, Michigan01.2004
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Problem resolution
- Customer relations
- First call resolution
- Product knowledge
- Customer relationship management
- Documentation and reporting
- CRM software
- Project management
- Time management
- Multitasking and organization
- Empathy and patience
- Verbal and written communication
- Email communication
- Quality assurance
- Security verification
- Email correspondence
- Computer skills
- Microsoft office
- Policies and procedures adherence
- MS office
- Remote office availability
Timeline
Customer Care Representative for Sedgwick
Sedgwick
01.2024 - Current
Customer Service Representative for Midamerica Building Products
Aerotek
01.2022 - 09.2022
Service Representative for Hanover Insurance
Randstad
10.2019 - 03.2021
Project Coordinator/Resource Coordinator
Pomeroy
12.2014 - 11.2019
Customer Services / Sales
Teletech, Inc.
05.2012 - 08.2014
Claims Processor
Wright & Filippis
08.2009 - 05.2010
Customer Service Representative II
Quest Diagnostics
10.2005 - 08.2009
High School -
Walled Lake Central High School
Certificate - Medical Insurance Billing and Coding
Oakland Community College
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