Jen Coles
Chester,VA
Summary
Well-qualified Customer Service Representative proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation,call center professional and handling payments. Bring extensive high-call volume experience spanning 5 years . Superior computer skills and telephone etiquette.
Overview
11
11
years of professional experience
Work History
Merchandise Associate
TJX Companies
Chester, VA
05.2018 - Current
- Completed seasonal windows, dressed mannequins and arranged in-store displays to showcase available products
- Prepared interesting and innovative visual displays to grab customer interest and promote sales
- Arranged consistent shelves, bins and racks at locations by following established planograms
- Unloaded arriving product stock and moved to store display areas
- Greeted, serviced and thanked all customers
- Maintained neat and clean work areas for professional appeal
- Merchandised new stock to appeal to customers, grab attention and drive sales
- Used pallet jacks to move and position merchandise
- Answered customer questions regarding store merchandise, department information and pricing
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Followed standardized procedures for issuing cash refunds
- Calculated change, accepted declining balance cards and other acceptable forms of payment, and issued receipts to customers
- Kept cash drawer in compliance with overage and shortage standards and handled all assigned change funds and cash receipts
- Entered all sales into cash register to record purchases
- Restocked, arranged and organized merchandise in front lanes to drive product sales
Insurance Verification Representative
HCA PhysiciansServices Group
Chester, VA
10.2017 - Current
- Accurately inputted all patient and insurance information into company's computer system using eClinicalWorks
- Assured timely verification of insurance benefits prior to patient procedures or appointments
- Assisted with mail distribution, equipment inventory identification, relocation of labs, offices and equipment
- Maintained current and accurate medical records for over 100 patients
- Scheduled appointments for doctor visits and procedures using desktop calendar software
- Obtained payments from patients and scanned identification and insurance cards
- Managed office logistics by scheduling appointments, maintaining files and collecting payments
- Scheduled, rescheduled and handled cancelled appointments for patients
- Promptly answered multi-line phone system and greeted callers enthusiastically
- Checked patient data including insurance, demographic and health history to ensure all information was current
Program Support Specialist
Ultimate Outcome
Richmond, VA
08.2015 - 09.2016
- Created documents, reports and spreadsheets detailing program information
- Investigated issues in timely manner and provided knowledgeable responses to resolve customer concerns
- Responded to in-person and telephone requests for information and assistance
- Checked account information for eligibility with program plans and guidelines
- Processed payments and refunds, issued receipts and updated accounts
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff and greeting visitors
- Prepared meeting minutes and edited subcontractor proposals, project punch list, transmittal's and memorandums for organizational support
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Monitored premises, screened visitors, updated logs and issued passes to maintain security
- Paid attention to detail while completing assignments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
- Identified issues, analyzed information and provided solutions to problems.
- Organized and detail-oriented with a strong work ethic.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
Medical Claims Processor
Wellpoint/Anthem
Richmond, VA
07.2013 - 05.2015
- Used administrative guidelines as resource or to answer questions when processing medical claims
- Paid or denied medical claims based upon established claims processing criteria
- Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations
- Managed large volume of medical claims on daily basis
- Reviewed charts and flagged incomplete or inaccurate information
- Maintained accuracy, completeness and security for medical records and health information
- Managed system conversion and maintained minimal downtime during updates
- Interacted and communicated easily with department personnel and public
- Utilized System to manage and confirm patient data, such as insurance, demographic and medical history information
- Communicated effectively with staff, patients and insurance companies by email and telephone
- Trained other claims staff members on proper handling and evaluation of medical claims
- Substantiated legitimate claims and denied unjustified claims
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims
- Verified insurance claims and determined fair amount for settlement
- Examined claims forms and other records to determine insurance coverage
Customer Service Representative
Allianz Global Assistance
Richmond, VA
12.2012 - 03.2013
- Responded to customer requests for products, services and company information
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Compiled customer feedback and recommended service delivery improvements to management
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Communicated with vendors regarding back order availability, future inventory and special orders
- Issued receipts and processed refunds, credits, or exchanges
- Provided primary customer support to internal and external customers in fast-paced environment
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Answered customer telephone calls promptly and in appropriate manner
Education
GED -
Chesterfield Tech
Chesterfield, VA11.2011
Skills
- Data entry
- Excellent communication skills
- Outstanding interpersonal skills
- Staff training and development
- Accurate money handling
- Credit card transactions
- Strong work ethic
- Detail-oriented
- Basic administrative knowledge
- Customer service-oriented
- Opening and closing procedures
- Active listening skills
- Goal-oriented
Timeline
Merchandise Associate
TJX Companies
05.2018 - Current
Insurance Verification Representative
HCA PhysiciansServices Group
10.2017 - Current
Program Support Specialist
Ultimate Outcome
08.2015 - 09.2016
Medical Claims Processor
Wellpoint/Anthem
07.2013 - 05.2015
Customer Service Representative
Allianz Global Assistance
12.2012 - 03.2013
GED -
Chesterfield Tech