Resa Murphy
Parkersburg,WV
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Driven Customer Service Professional with five years of experience offering personalized, courteous service. Expert at managing insurance sales cycle, prospecting and follow-up support. Skillful in advising current and potential clients on insurance coverage plans and processing applications, payments and corrections. Resourceful and versatile professional with reputation for consistently achieving aggressive sales goals.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Customer Service Advocate
Highmark
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Responded to customer requests for products, services, and company information.
Together Connect Team
2022.01 - Current
- Working with members on a senior level to research claims, benefits and provide guidance for select appointment scheduling within the EPIC system
- Took the lead for monitoring and reporting on the Stabilize and Transfer task
- Building and updating profiles in the MEDCO system
- Helping members to navigate the ACA Health Care Reform process.
Customer Service Rep. Highmark/ WV Connect Team
2019.01 - 2022.01
- Working within the CMS guidelines, successful navigation of policy and procedures for call handling, dispute resolution, benefit explanations as well as claims review
- Assisted MA members through tiering exceptions and prior authorization requests.
Customer Service Rep. Highmark Medicare Advantage
2019.01 - 2019.01
- Career introduction to CMS guidelines and proper handling of inquires in conformity with the CMS rules.
Education
Associate of Applied Science - Corrections
Belmont Technical College
Saint Clairsville, OH06.2018
Certificate - EMT Basic/ Intermediate (Ohio)
Belmont Technical College
St. Clairsville, OH10.1998
Skills
- Completing Independent Research
- Reading Benefits and Claims
- Effective communication
- Report creation
- Account Management
- Policy Review
- Complaint Handling
- Data Entry
- Problem-solving abilities
- Recordkeeping strengths
- Live chat support
- Medical terminology knowledge
- Mentoring abilities
Career Aspirations
Ultimately, my career aspirations are centered around taking on greater responsibilities, working with high performance teams, and making a significant impact.
Timeline
Together Connect Team
2022.01 - Current
Customer Service Rep. Highmark/ WV Connect Team
2019.01 - 2022.01
Customer Service Rep. Highmark Medicare Advantage
2019.01 - 2019.01
Customer Service Advocate
Highmark
Associate of Applied Science - Corrections
Belmont Technical College
Certificate - EMT Basic/ Intermediate (Ohio)
Belmont Technical College
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