Hi, I’m
Lillian Cowen
Customer Service Representative
Palm Coast,Florida
Summary
Customer Service Representative with 15 years + of experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Offering excellent communication and good judgment.
Overview
15
years of professional experience
Work History
Cigna Health Insurance Co.
2013-2016
08.2013 - 02.2016
Job overview
- Provided customer service on the inbound call center as an advocate for special care of CIGNA's Special Dedicated Accounts
- Answered a constant flow of customer telephone calls promptly with minimal wait time for these dedicated groups
- Managed over 50 calls per day
- Responsible for members' eligibility, benefits, enrollment, claims information, and disputes
- Made calls and also follow-up calls whenever needed to members and providers on behalf of the customer
- Offered customer advice and assistance, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
Blue Cross Of Northeastern Pa
Customer Service Representative
06.2003 - 05.2012
Job overview
- Worked in an inbound call center answering a constant flow of customer telephone calls promptly with minimal wait time.
- Delivered prompt service to prioritize customer needs
- Understanding, complying, and explaining to customers HIPPA laws when it became necessary.
- Assisted customers with superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly such as eligibility, benefit, claims information, or their special needs
- Assisted members with complaints, and verbal appeals for denied claims or services and routed their appeals and complaints to the correct queue for review and processing
- Assisted and supported the company sales and marketing team in the opening of new accounts with Spanish-speaking customers
- Documented all calls
- Assisted sales representatives in translating presentations in Spanish for new accounts that had Spanish-speaking employees for information on types of plans offered, pricing, services covered and not covered plus more.
WAC Lighting
Customer Service Specialist
09.2000 - 08.2003
Job overview
- Worked with local, national, and international accounts in processing their orders of our products in an expeditiously and timely manner
- In charge of personally managing all Spanish accounts and their orders in Puerto Rico, Santo Domingo, Central, and South America with billing and collections of past due accounts
- Collaborated with shipping department staff to facilitate smooth shipping on special expedited orders for my customers
- Addressed customer complaints and worked with management or others to resolve customer dissatisfaction
- Assisted returns department in issuing RGAs and applying credit to customer's account
- Organized and updated customer files
- Assisted customers with their orders and tours of our showroom
- Described product highlights and benefits to help guide purchasing decisions
Education
Julia Richman H.S. New York, NY
Skills
- Bilingual: Spanish and English
- Good Listening Skills
- Inbound and Outbound Calling
- Telephone Etiquette
- Upbeat and Positive Personality
- Patient and Empathetic
- Understanding Customer Needs
- Customer Data Confidentiality
- Efficient and Detail-Oriented
- Excellent Written and Verbal Communication
- Call Answering and Routing
- Courteous with Strong Service Mindset
Timeline
2013-2016
Cigna Health Insurance Co.
08.2013 - 02.2016
Customer Service Representative
Blue Cross Of Northeastern Pa
06.2003 - 05.2012
Customer Service Specialist
WAC Lighting
09.2000 - 08.2003
Julia Richman H.S.
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