Jarvis Spann
Tempe,Arizona
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem solving skills.
Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.
Overview
20
20
years of professional experience
Work History
HR Coordinator
Russell Tobin (Amazon Contract
Tempe , AZ
05.2024 - 09.2024
- Conducted employee onboarding activities including orientation, benefits enrollment, and new hire paperwork.
- Maintained employee records in compliance with applicable laws and regulations.
- Resolved employee relations issues through effective communication and problem solving techniques.
- Assisted with developing job descriptions and updating existing ones when necessary.
- Answered questions from staff regarding benefits packages, vacation time or other HR-related matters.
- Investigated complaints about discrimination or harassment brought forward by employees.
- Ensured compliance with federal and state labor laws by staying up-to-date on changes in legislation.
- Initialized background checks for potential new hires.
- Provided administrative support for HR projects and initiatives.
- Aligned HR policies with federal and local regulations.
- Suggested promotions and wage increases according to employee performance.
Customer Service
Intouch CX
Mesa, United States
04.2023 - 05.2024
- Company Overview: Contract with Apple Inc
- (contact call center)
- Handle [50 to 70 inbound calls per day] with occasional call backs as needed
- Assist all customers through inbound calls and emails
- Communicate a variety of information to the customer
- Handle calls in regard to billing, order placement of apps
- Help customers navigate issues in regard to Apple products
- Follow Standard Operating Procedures (SOP's)
- Ensure quality service is provided with every customer interaction
- Often collaborate with other departments within the organization to resolve issues
- Problem solving with customers in regard to apps and billing concerns
- Contract with Apple Inc
- (contact call center)
Medical Customer Service Representative
Express Scripts
Tempe, United States
04.2020 - 08.2022
- Remote work at home position for full duration of employment
- Work was primarily in Complaints and Grievance Department
- Focused and resolved member grievances or complaints for Medicare Part-D members
- Time sensitive work, each case had to be completed within 30 days of grievance or complaint
- Followed HIPPA and PHI guidelines, regularly completed Standard Operating Procedure (SOP) tests to stay compliant with company procedures
- Educated customers about billing, payment processing and policies procedures
- Communicated professionally with colleagues, doctors and nurses to resolve issues
- Followed up with members about resolved grievances and complaints with call and letter based on my research completed
- Investigated and resolved accounting, service and delivery concerns
Customer Care Representative
MedImpact
Tempe, United States
05.2019 - 08.2019
- Inbound call center
- Call center environment
- Pharmaceutical call center
- Resolve questions regarding Medicare - Part - D (benefits and plan structure)
- Resolve questions regarding commercial insurance (benefits and plan structure)
Customer Care Representative
Convey Health Solutions
Yuma, United States
10.2017 - 02.2019
- Call center environment
- Pharmaceutical call center
- Updated account information such as billing options and changes of address or phone numbers
- Assisted approximately [75 - members] customers each [250 to 300 sec per call] with plan and benefit questions
- Research premium billing discrepancies and prescription claims processed
- Answer questions pertaining to mailings sent out by company periodically
- Make concise and detailed notations as it pertains to member records
- Educate beneficiaries on how the plan works, including benefits, cost sharing, and levels of coverage
- Submit mail requests for beneficiaries such as ID cards and formulary
- Called local pharmacy's and MD offices for members to help obtain information and status of members RJ for medication
- Resolve questions regarding Medicare-Part-D (benefits and plan structure)
- Followed HIPPA
Customer Service Representative
UNITED HEALTH CARE
Carlsbad, United States
01.2005 - 12.2007
- Handle in-coming and out-going calls
- Maintain customer accounts as needed per customer call
- Keep a log for each customer's call
- Received faxes, sent faxes and charged customers credit card as needed
- Trouble shooting
- Documented conversations with customers to track requests, problems and solutions
- Assisted approximately [60 - members] customers each [250 to 300 sec per call] with plan and benefit questions
- Followed HIPPA
Education
High School Diploma -
El Camino High School
Oceanside, CAGraphic -
Coleman College
San Marcos, CASome College (No Degree) - Liberal Arts And General Studies
MiraCosta College
Oceanside, CASkills
- Customer Service
- Scheduling
- Time Management
- Communications
- Billing
- Standard Operating Procedure
- Numbers (Spreadsheet)
- Prescription
- Problem Solving
- Authorization (Computing)
- Accounting
- Research
- Data Entry
- FourGen Computer-Aided Software Engineering (CASE) Tools
- Payment Processing
- Management
- Medicare
- Workforce Planning
- Background Checks
- Human Resources Management
- Company organization
Languages
English, Fluent
Personal Information
Date of Birth: 12/07/61
Timeline
HR Coordinator
Russell Tobin (Amazon Contract
05.2024 - 09.2024
Customer Service
Intouch CX
04.2023 - 05.2024
Medical Customer Service Representative
Express Scripts
04.2020 - 08.2022
Customer Care Representative
MedImpact
05.2019 - 08.2019
Customer Care Representative
Convey Health Solutions
10.2017 - 02.2019
Customer Service Representative
UNITED HEALTH CARE
01.2005 - 12.2007
High School Diploma -
El Camino High School
Graphic -
Coleman College
Some College (No Degree) - Liberal Arts And General Studies
MiraCosta College