Lonnie Shepard
Philadelphia,PA
Summary
Dedicated senior professional with several years of experience in providing superb customer service.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Independence Administrators Blue Cross Blue Shield
Philadelphia , PA
06.2022 - Current
- Providing accurate information, answering questions, and concerns of members. Going over and beyond in customer service and customer satisfaction. Advising members on how claims are processed and explaining how coverage is provided for services that have been or will be rendered to our members. Making outreaches to provider offices for all decrepitates and billing issues. Leaving members with no homework, taking pride in one-call resolution. Assisting our Customer Services Representatives with questions or concerns they may have on how claims are processed, Tiering of Providers, and Coverage of Benefits. Having Customer Services Representatives shadow me on calls. Placing callbacks to members assigned to me by my supervisor.
Claim Adjuster/CSR
TSI-Department of Education
Horsham , PA
02.2015 - 06.2022
- Servicing federally defaulted student loans to prevent administrative wage garnishment or tax offsets to customers who have fallen into federal default. Regarding their student loans, educating people on the perks and benefits of bringing their loan into the Department of Education program.
Manager/Recovery Specialist/ Customer Service Rep
Tate kirlin Assoc
Philadelphia , PA
09.2010 - 01.2015
- Managed a group of 15 collectors in an inbound and outbound call center. Evaluated and monitored all calls/side byes. Reviewed open audits and phone reports. Operated an automatic dialer. Performed data entry, skip tracking.
Education
High school or equivalent - Elementary Education
Community College of Philadelphia
06.2009
Skills
- Customer Service
- Cold Calling
- Writing Skill
- Management
- Microsoft Office
- Data Entry
- Customer Support
Certification
Driver's License
Personal Information
Title: Claim Adjuster/ Collection Rep, CSR
Timeline
Senior Customer Service Representative
Independence Administrators Blue Cross Blue Shield
06.2022 - Current
Claim Adjuster/CSR
TSI-Department of Education
02.2015 - 06.2022
Manager/Recovery Specialist/ Customer Service Rep
Tate kirlin Assoc
09.2010 - 01.2015
High school or equivalent - Elementary Education
Community College of Philadelphia
Driver's License
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