Ronni Bender
Atlanta,GA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Rentention II Specialist
State Farm Mutual Automobile Insurance Company
04.2023 - Current
- Provide prompt, accurate, and friendly customer service
- Assist with questions and transitions about insurance availability, eligibility, coverages, policy changes, transfers and billing clarification
- Create client relationships and follow up with customers, as needed
- Assist agents with meeting marketing goals
- Currently meeting and maintaining daily call goals such as quality and average handle time.
Waitress/Bartender
The Bar Holmgren Way, Chili's and 1919 Kitchen and Tap
07.2019 - 12.2022
- Served for a little over 4 years at multiple restaurants in Green Bay WI
- Preparing the dining area, laying and decorating tables and making sure that all flatware and glasses are clean and correctly positioned
- Bringing menus, listing and describing specials, making recommendations and taking orders
- Serving food to high standards by ensuring that all dishes are presented correctly and in a timely manner
- Checking on diners during their meal to ascertain their satisfaction levels
- Preparing and delivering checks, taking payments and assisting guests as they leave the establishment
- Took delivery orders over the phone and prepared take-out orders for pick up
- Mixed, garnished and served alcoholic and non-alcoholic drinks according to company specifications for guests at the bar and in the restaurant
- Performed opening and closing duties such as restocking and cleaning.
Customer Care Advocate/ Medicare RX
UnitedHealth Group
06.2016 - 10.2018
- Taking inbound calls for members on claims and benefits for Medicare RX plan
- Data entry including managing client records
- Assist policy holders with questions about covered medications including advising on out-of-pocket expenses
- Educated policy holders on how to obtain prior authorizations and file appeals
- Assisted policy holder with claim denials and explaining explanations of benefits
- Resolved policy holder complaints inquiries
- Met and maintained daily call goals for quality and average handle times.
Provider Referral Specialist
Multiplan
12.2014 - 05.2016
- Assist providers with application fulfillment and status for network participation
- Resolved and input provider/client requests into tracking system according to established guidelines
- Assign cases accordingly
- Met and exceeded established standards on a consistent basis for quality, customer service, productivity and service level per department guidelines
- Handled routine customer inquiries
- Worked with Sr and TL on escalation calls to find a resolution
- Redirect calls as needed.
Customer Service Specialist
Humana
11.2011 - 09.2014
- Received inbound calls from members on claims and benefits for group & individual medical policies
- Advised members of their health program and all products tied in with their health plans as well as billing concerns
- Subject Matter Expert (SME) for new hires
- Educated new hires on processes and procedures for new health care plans during open enrollment
- Recipient of Star award for performance
- Met, maintained and exceeded daily call goals such as quality and average handle times
- Assigned acting lead and also have taken 'supervisor' phone calls as an Escalations Specialist.
Education
High School Diploma -
Hillcrest High School
Country Club Hills, IL06.2004
Skills
- Live Chat
- Data Entry
- Microsoft Excel
- Guest Services
- Insurance Verification
- Microsoft Outlook
- Microsoft Powerpoint
- Microsoft Office
- Customer Relations
Certification
Property & Casualty License, 04/01/23, Present, Currently licensed in all states except Florida.
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Title: Customer Service Professional
Timeline
Rentention II Specialist
State Farm Mutual Automobile Insurance Company
04.2023 - Current
Waitress/Bartender
The Bar Holmgren Way, Chili's and 1919 Kitchen and Tap
07.2019 - 12.2022
Customer Care Advocate/ Medicare RX
UnitedHealth Group
06.2016 - 10.2018
Provider Referral Specialist
Multiplan
12.2014 - 05.2016
Customer Service Specialist
Humana
11.2011 - 09.2014
High School Diploma -
Hillcrest High School
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