Harold G. Bohannon Jr.
Kansas City,MO
Summary
Dynamic customer service professional with extensive experience at Taurus Flood: National Flood Services. Expert in claims resolution and client communication, consistently enhancing service delivery. Proven track record in problem-solving and active listening, achieving a 95% customer satisfaction rate. Proficient in Salesforce and Microsoft Office, driving efficiency and quality in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Lead Customer Service Representative
Taurus Flood: National Flood Services
03.2025 - 10.2025
- Assisted agents in determining premium costs
- Receive and respond to inbound phone calls for customer assistance.
- Research and resolve payment issues.
- Process Mortgage updates.
- Provide information to agents on status of policies.
Customer Service Associate II
Usthealthproof
12.2023 - 09.2024
- Receive and respond to inbound phone calls for customer assistance.
- Respond to outbound phone call requests.
- Document all calls in ticketing and tracking systems.
- Respond to customer inquiries and provide data to customers within the required time limit.
- Function as liaison between the claims department and providers.
- Research into customer claims in the primary payor systems.
Customer Care Representative
GEHA
08.2022 - 09.2023
- Respond to inquiries which may include telephone, chat or internet from members and providers concerning verification of coverage, claims and benefits.
- Provides information concerning the completion of forms and submission of claims.
- Assists customers in locating participating providers in specified areas.
- Additionally, provided written lists when requested.
- Documents inquiry records.
- Web accesses assistance and set up online accounts for providers and members.
Customer Service Representative
Contract Work for various companies. Customer Serv
02.2020 - 09.2022
- Resolved customer support challenges in a fast-paced, time-critical environment using effective problem-solving strategies.
- Assisted customers with inquiries and issue resolutions across various platforms.
- Processed orders and managed customer accounts using CRM software.
- Collaborated with team members to enhance service delivery and efficiency.
- Managed various administrative tasks independently within a dynamic office setting.
- Analyzed customer issues and communicated solutions promptly through verbal and written channels.
Client Service Representative
SS&C Technologies (formerly DST Systems)
08.2019 - 01.2020
- Provided exceptional customer service to customers by answering questions, resolving issues, and assisting with financial transactions.
- Processed routine service requests for purchases, redemptions, transfers, new account set-ups and other maintenance items requested by the customer.
- Researched complex issues for customers to support their requests, making outbound calls to provide customers with updates or to gain additional information.
Client Service Representative For DST
Kelly Services
04.2019 - 08.2019
- Provided internal and external customers with full-service solutions and comprehensive transfer agency and/or shareholder services.
- Completed daily work including call center activity, transaction processing/data entry, customer correspondence, and quality assurance.
- Maintained records for customers (e.g., shareholders, broker/dealers, third party entities, institutions, and client fund groups) and answered inquiries related to fund performance, account status and activity.
Pharmacy Services Representative
CVS Health
11.2018 - 01.2019
- Responded to incoming calls from customers on issues related to benefit eligibility questions and prescription status inquiries.
- Guided and educated callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries.
- Asked appropriate questions and listened actively while documenting required information in computer systems.
- Identify issues and communicate solutions and steps to customers, pharmacies and physicians with prescription orders and reorders.
Licensing Specialist
Randstad For Select Quote
09.2018 - 11.2018
- Managed processing for state agent appointments in assigned states for the sub producers of major clients, while communicating with the agent, Managing General Agent (MGA), insurance departments, and other areas of the company.
- The licenses and appointments managed include life, accident, health, and variable annuity lines.
- Verified licenses for agents with online appointments via SIRCON, NIPR, PDB.
Patient Care Advocate II
United BioSource Corporation
08.2016 - 04.2018
- Managed inbound and outbound members, provider, and physician calls.
- Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.
- Maintain accurate and complete documentation of all inquiries to continuously improve the customer service process and reduce potential legal concerns.
- Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.
Tele sales Representative
Sprint
10.2015 - 02.2016
- Generated new business through outbound calling.
- Identified customized products and services through solutions-based selling that met the customer’s needs.
- Process payments and upgrades per customer request.
Education
Bachelor of Science (BS) - Organizational Management & Leadership
FRIENDS UNIVERSITY
Lenexa, KS01.2006
Skills
- Microsoft Office
- Payment processing
- Claims resolution
- Client communication
- Problem solving
- Active listening
- Conflict resolution
- Critical thinking
- Credit card processing
- Customer complaint resolution
- Quality control
- Kronos
- PeopleSoft
- Workday
- Zendesk
- Salesforce
- Tesla
- Truehart
Timeline
Lead Customer Service Representative
Taurus Flood: National Flood Services
03.2025 - 10.2025
Customer Service Associate II
Usthealthproof
12.2023 - 09.2024
Customer Care Representative
GEHA
08.2022 - 09.2023
Customer Service Representative
Contract Work for various companies. Customer Serv
02.2020 - 09.2022
Client Service Representative
SS&C Technologies (formerly DST Systems)
08.2019 - 01.2020
Client Service Representative For DST
Kelly Services
04.2019 - 08.2019
Pharmacy Services Representative
CVS Health
11.2018 - 01.2019
Licensing Specialist
Randstad For Select Quote
09.2018 - 11.2018
Patient Care Advocate II
United BioSource Corporation
08.2016 - 04.2018
Tele sales Representative
Sprint
10.2015 - 02.2016
Bachelor of Science (BS) - Organizational Management & Leadership
FRIENDS UNIVERSITY