Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Interests
Customer -Focused
Timeline
CustomerServiceRepresentative

Patricia Bumpers

Carson,Ca.

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Senior Customer Service and Eligibility industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. My core values are Integrity, Compassion, Relationships, Innovation and Performance.

Overview

13
13
years of professional experience
2
2
years of post-secondary education

Work History

Senior Customer Service Representative

Cypress, Ca
08.2016 - Current
  • Served as the primary contact for Brokers and Employers to assist with the setup of cobra services, billing, eligibility as well as enrollment
  • Provide phone support to HSA, HRA, and FSA account holders regarding balances and claim status; Provide first call resolution on complex issues related to billing issues
  • Reviewed FSA/HRA and dependent care claims and the receipt of documentation pertaining to claims
  • Ensure all issues and matters are handled in expected turnaround times
  • Ensures quality customer service for internal and external customers:
  • Identifies and assesses customers' needs quickly and accurately
  • Solves problems systematically, using sound business judgment
  • Partners with other billing and eligibility department representatives to resolve complex customer service inquiries
  • Applies appropriate communication techniques when responding to customers, particularly in stressful situations
  • Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures
  • Process check by phone payments for customer monthly premiums
  • Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications
  • Implements customer service strategies and recommends related improvements/enhancements
  • Maintains timely, accurate documentation for all appropriate transactions
  • Makes corrections and adjustments
  • Consistently meets established productivity, schedule adherence, and quality standards.

Senior Customer Service Representative/Pilot Agent/SME

UnitedHealthCare
Cypress, Ca
01.2015 - 08.2016
  • Handle all incoming billing and eligibility calls from primary customer
  • Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures
  • Partnered with other billing and eligibility department reps to resolve complex customer service inquiries
  • Process member terminations (i.e
  • Phone disenrollment)
  • Participates in load balancing
  • Maintain timely, accurate documentation for all the appropriate transactions
  • Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications
  • Acted as SME for ‘Blue Chip’ project- aimed to increase UES
  • Held responsibility of working on a special project to research accounts, outreach to members, and inform or notify them of their resolved issue
  • Obtained additional access to Billing Operation’s contacts to escalate open issues
  • Assisted in training of the new agents and served as mentor on pilot project
  • Responding to member eligibility and group questions about billing or enrollment status.

Senior Collector – Credit Coordinator

Corinthian Colleges Inc
Santa Ana, Ca
02.2008 - 02.2014
  • Maintained bad debt accounts 91 days p/d to charge off
  • Extensive skip-tracing
  • Maintained and performed in a fast paced environment
  • Utilized an auto dialer & direct dial to initiate customer contact and determine reason for delinquency
  • Evaluated customer’s financial situation and negotiated for full payment or created terms for repayment
  • Accurately and timely documented each account
  • Made credit services decisions while ensuring compliance with company objectives and state and federal regulations
  • Ensure workflows are being followed in order to meet company credit services goals
  • Ensured timely follow up of credit services requests
  • Reviewed accounts for credit worthiness and credit services risk levels to make informed decisions
  • Build and foster strong working relationships between the campuses and loan originators
  • Performed research in response to inquiries and concerns regarding credit services decisions
  • Maintained pipeline and activity reports through the entire credit services process
  • Prepared and/or coordinated reports measuring credit services decisions on student loan and internal note portfolios
  • Worked closely with loan originators in reviewing, structuring, and quoting loan submission requests, including issuance of application.

Education

Associated Courses in Business Administration -

Long Beach City College
01.1980 - 01.1982

Skills

Telephone etiquette

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Accomplishments

Bravo Recognition

Software

Microsoft Outlook, Word

Interests

Community Involvement, Family, Cooking, Travel

Customer -Focused

*Take great pride in ensuring positive overall customer experience

*Customer-focused approach to trouble shooting, resolving problems and ensuring repeat business

*Responsible for managing customer expectations in delivering excellent levels of customer service

*Recognized for continually delivering above-average customer service from surveys

*ensure clear customer communication, attention to detail and open dialogue for customer satisfaction

Timeline

Senior Customer Service Representative

08.2016 - Current

Senior Customer Service Representative/Pilot Agent/SME

UnitedHealthCare
01.2015 - 08.2016

Senior Collector – Credit Coordinator

Corinthian Colleges Inc
02.2008 - 02.2014

Associated Courses in Business Administration -

Long Beach City College
01.1980 - 01.1982

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Patricia Bumpers