Lera Bertrand
Florida
Summary
Please consider this resume an expression of my interest in joining your organization. I believe you will find my background and skills highly qualify me for a variety of positions. I am a team player who enjoys the challenge of a fast-paced environment. My working experiences have helped me to develop strong customer service, claim analyst, human resources, and managerial skills. It has also provided me with excellent communication and interpersonal skills, self-confidence, and the realization of the importance for top-quality service.
OBJECTIVE: To obtain a full position which offers growth and the possibility of taking on new challenges.
EXCELLENT OFFICE SKILLS: Adept In computers, good interpersonal skills, and work ethics. Able to work independently as well as part of a team. Excellent oral and written communication skills. Well-developed motivational and leadership qualities.
Overview
13
13
years of professional experience
Work History
Pharmacy Customer Service Representative
Humana
11.2021 - Current
- Remote
- Take incoming mail order refill prescriptions calls
- Take over 30 member calls per day for OTC (over the counter) orders
- Process and move prescriptions to Humana mail order.
Insurance Account Specialist
Amica Mutual Insurance
Orlando, FL
02.2017 - 04.2021
- Take over 25 incoming calls per day and also make outbound calls daily to customers
- Start auto, home, umbrella, golf cart, trailer & boat quotes
- Bind/Issue all polices
- Processed all changes
- (Add residence, mailing, temporary or new pending address to policy, add driver/s to policy, remove vehicle/s or driver/s from policy, and add discounts to policy,)
- Processed policy down payments and monthly payments
- Response to customers emails
- Uploaded documents to customers policies
- Complete pending work orders
- Work remotely.
Customer Service Representative/HR Generalist
AON/Hewitt
Orlando, FL
08.2008 - 02.2017
- Enroll employees into benefits by taking elections over the phone
- Assist employees with completing benefits enrollment on website
- Answer new hire questions on medical, dental, vision and 401K
- Currently working on The America Red Cross team
- Worked on the Verizon, AT & T, Interstate Hotel & Resorts, First Data, Unisys, Coca-Cola, Gannett, and Thomas & Betts teams
- Handle QMSCO (Qualify Medical Support Court Order)
- Answered employee’s questions via live chat
- Process MetLife life insurance statements
- Process HIRD forms for Massachusetts employees not taking health coverage
- Assist and process employee’s 401K loan, hardships withdrawals, non-hardships withdrawals, cash outs and rollovers
- Call participants on open research, to provide updates
- Train employees and contractors
- Answer employee’s questions on benefits rules, eligibility, company policies, practices, and regulations
- A member of team builder, assist with organizing and planning events for team and company
- Lead supervisor on my team.
Education
Associates of Arts Degree - Medical Assistant
City College
Casselberry, FL2011
Diploma - undefined
Lyman High School
1992
Skills
- Creative Problem Solving
- Upselling Products and Services
- De-escalation Techniques
- Efficient and Detail-Oriented
Timeline
Pharmacy Customer Service Representative
Humana
11.2021 - Current
Insurance Account Specialist
Amica Mutual Insurance
02.2017 - 04.2021
Customer Service Representative/HR Generalist
AON/Hewitt
08.2008 - 02.2017
Associates of Arts Degree - Medical Assistant
City College
Diploma - undefined
Lyman High School