Mark E. Graves, Jr.
JEANNETTE,PA
Summary
Dedicated professional with extensive customer service experience. Professional and personable with clients, peers, and management at all levels. Demonstrated history of job knowledge, delivering excellent customer service, and meeting deadlines and goals. Flexible and versatile–works well under pressure to meet deadlines, works well in both team and individual settings.
Overview
16
16
years of professional experience
Work History
Outreach Navigator
Highmark Wholecare
07.2017 - Current
- Supports 500+ pediatric members with intervention concerning elevated lead on our Medicaid Lead Team
- Supported Medicaid and Medicare members through outreach interventions with benefit education, connections to community resources, and assessment completion.
Provider Customer Service Representative
Gentech (Staffing Agency)
06.2016 - 07.2017
- Answered incoming calls from providers and assisted them with answering questions concerning benefits, eligibility and claims for members.
Customer Service Representative
Vision It (Staffing Agency)
01.2014 - 03.2016
- Answered incoming calls from clients, routed inquiries to appropriate departments, answered questions concerning payment and lease information, indexed and scanned lease and right-of-way documents
- Sent out mass mailings.
Benefits Specialist
Towers Watson
09.2013 - 01.2014
- Answered incoming calls assisting clients in enrolling them into their benefits during annual enrollment and explained all benefits available to the employees to assist them in selecting the appropriate benefits package.
Customer Service Representative
TRG Customer Solutions
01.2011 - 09.2013
- Answered incoming calls for Computershare assisting shareholders in purchasing, selling and transferring the ownership of shares of common stock
- Supported shareholders access and manage their accounts via website and phone
- Supported shareholders with getting their shares transferred to a broker if they wanted someone specific to manage their shares.
Customer Service Representative
PRC (Precision Response Corporation)
08.2010 - 12.2010
- Answered incoming calls assisting customers with technical support with internet service provided by Frontier and assisted customers with activating and setting up new service
- Answered incoming calls assisting customers with their RCN cable services and assisted customers with setting up, troubleshooting, or replacing their existing cable, internet, and phone services
- Answered incoming calls assisting customers by answering their billing questions, scheduled new appointments for installation and solved any technical issues with equipment.
Administrative Assistant
Coldwell Banker
03.2010 - 04.2010
- Handled the phones while operating the fax and copy machine, sent reports of new listings and sales daily and typed commission statements for the sales agents.
Technical Service Representative
EchoStar
06.2008 - 09.2009
- Answered incoming calls assisting customers with their Dish Network accounts, set up new accounts for new customers, accepted payments, answered billing questions and solved technical issues customers may have encountered.
Education
Bachelor of Science - Engineering Technology
Devry University
Naperville, IL06.2024
Skills
- Hardware installation
- Technical Support/Troubleshooting
- Startup/Shutdown Management
- Network Performance Analysis
- System Testing
- Customer Service
- Oral and written communication
- Problem Analysis/Solving
- Detail oriented
- Computer literate
- Organizational and record keeping
- Leadership
- Multitasking Abilities
- Teamwork and Collaboration
- Task Prioritization
- Interpersonal Communication
- Interpersonal Skills
- Analytical Skills
- Relationship Building
- Professionalism
Timeline
Outreach Navigator
Highmark Wholecare
07.2017 - Current
Provider Customer Service Representative
Gentech (Staffing Agency)
06.2016 - 07.2017
Customer Service Representative
Vision It (Staffing Agency)
01.2014 - 03.2016
Benefits Specialist
Towers Watson
09.2013 - 01.2014
Customer Service Representative
TRG Customer Solutions
01.2011 - 09.2013
Customer Service Representative
PRC (Precision Response Corporation)
08.2010 - 12.2010
Administrative Assistant
Coldwell Banker
03.2010 - 04.2010
Technical Service Representative
EchoStar
06.2008 - 09.2009
Bachelor of Science - Engineering Technology
Devry University
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