John Lee
Customer Service Representative
Trenton,NJ
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Organized and dependable. Successful at managing multiple priorities with a positive attitude. Hardworking and Passionate. Experienced in handling numerous projects at once while ensuring accuracy.
Work History
Remote-Licensed Health Insurance Agent
E-Telequote
03.2024 - 10.2024
- Provide support from multiple insurance carriers including Aetna, Anthem, Cigna, Humana, United Healthcare and others.
- Assess all client personal needs to qualify for C-SNP, D-SNP and LIS eligibility.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Provide inbound and outbound calls to existing and future policyholders to answer inquiries about features, advantages, and disadvantages of various plan options.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Analyzed risk factors to recommend appropriate coverage levels.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
- Educated clients on insurance policies and procedures.
- Used Salesforce and Sunfire systems to process benefit transactions.
Life Coach
Serenity Health & Wellness
05.2023 - 01.2024
- Facilitated group sessions and learning discussions with 150+ students across various ages and backgrounds further to evaluate clients and build strategies according to individual needs.
- Helped clients build life management and coping skills to handle daily needs and specific stressors.
- Encouraged clients to set and achieve reasonable goals on a weekly basis.
- Connected clients with available resources to improve plan success.
- Supervised meetings with family members to help create a support system for clients.
- Developed treatment plans to help clients build self-confidence and resilience.
- Provided education on mental health topics and resources to clients.
- Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
- Facilitated group counseling sessions to support and encourage client growth.
- Supported individuals dealing with mental health and emotional issues.
- Provided emergency response in crisis situations to diffuse tensions and prevent violence.
- Collaborated with other professionals to coordinate comprehensive care for clients.
Remote-Licensed Healthcare Agent
Results-Cx
10.2022 - 05.2023
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Used Salesforce & MARx to process benefit transactions.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Analyzed risk factors to recommend appropriate coverage levels.
Digital Banking Analyst
Nymbus/ Aston Carter
01.2022 - 07.2022
- Provided white glove service to credit union members.
- Proven SME that works through technical issues with engineers and relaying the appropriate information to members.
- Knowledge of the banking analysis tool and measures-balancing sheet management, loan payments, credit card payments, and transferring of funds.
- Estimate the resources needed to achieve project goals, delegating tasks and responsibilities to the appropriate personnel.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Met customer call guidelines for service levels, handle time, and productivity for over 150 calls during peak season.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
Remote-Customer Success Agent
Freedom Mortgage
08.2021 - 11.2021
- Examine documents to verify that the appropriate documents and disclosures are included.
- Review conventional, FHA, and VA loan submissions for completeness and compliance, including 1003, credit report, income, and asset documentation, purchase agreement, and title report.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
Remote-Front Pharmacy Clerk
OptumRx
08.2018 - 04.2021
- Responsible for maintaining access to pharmaceuticals for our members with a high-touch service mindset, while minimizing drug costs for our clients.
- Completed research, analysis, and documentation to determine whether request is approved or denied per the response of the MDO.
- Accountable for selecting the correct patient by verifying date of birth, address, and other resources when starting an order.
- Respect and maintain confidentiality guidelines of HIPAA.
- Ensure the company complies with laws, regulations, agreements, and accreditations that allow the business to operate successfully and meet the needs of our customers.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Established and maintained patient profiles, updating organizational database with current information.
Fraud Analyst, GCB-RO 3
Citibank
08.2016 - 08.2018
- Responsible for managing monitoring and coordinating fraud risk management projects for credit card products.
- Review, analyze, and identify any indicators of recent fraud detection, trends and/or potential money laundering.
- Monitor current spending habits to prevent synthetic fraud on all accounts.
- Completed research, analysis and documentation of account activity and used personal judgment to determine appropriate actions that removed fraud risk.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Education
Criminal Law (Surety Bonds) - Criminal Law (Surety Bonds)
04.2011
Technical Certificate - Computer Sevice Technician
12.2001
Skills
- Loyalty promotion
- Financial acumen
- Goal oriented
- Policy analysis
- HIPAA
- Compliance
- Healthcare regulations
- Follow-up skills
- Enrollment processing
- Needs assessment
Education And Professional Training
- Hillsborough Community College, Criminal Law (Surety Bonds)
- Concorde Career Institute, Computer Service Technician
Timeline
Remote-Licensed Health Insurance Agent - E-Telequote
03.2024 - 10.2024
Life Coach - Serenity Health & Wellness
05.2023 - 01.2024
Remote-Licensed Healthcare Agent - Results-Cx
10.2022 - 05.2023
Digital Banking Analyst - Nymbus/ Aston Carter
01.2022 - 07.2022
Remote-Customer Success Agent - Freedom Mortgage
08.2021 - 11.2021
Remote-Front Pharmacy Clerk - OptumRx
08.2018 - 04.2021
Fraud Analyst, GCB-RO 3 - Citibank
08.2016 - 08.2018
Hillsborough Community College - Criminal Law (Surety Bonds), Criminal Law (Surety Bonds)
Concorde Career College - Technical Certificate, Computer Sevice Technician
Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceFlexible work hoursPaid time off401k matchPaid sick leaveHealthcare benefitsWork from home optionPersonal development programsCompany CultureStock Options / Equity / Profit SharingTeam Building / Company RetreatsSimilar Profiles
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