Rutherford Crear
Keller,TX
Summary
Driven, detail-oriented professional with a proven ability to multitask and provide excellent customer service. Experienced in customer service, billing, claims, and technical support roles with consistent promotions to positions of increased responsibilities.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Fidelity Investments/Veritude
11.2017 - 02.2018
- - Answered inbound calls for existing customers regarding their comprehensive benefits - Responded to customer needs and inquiries while adhering to measurable departmental goals - Provided detailed descriptions of plan-specific benefit coverage - Educated customers on their benefit needs and alternatives available to help them make informed decisions - Processed enrollments, terminations, and coverage updates - Acted as a customer advocate to resolve service issues in a timely manner - Transferred customers to the appropriate destination for their individual needs - Demonstrated excellent customer service skills by showing empathy - Utilized effective questioning and active listening skills - Demonstrated confidence and knowledge regarding products and services available - Effectively got customers to the correct solution in an efficient manner
Customer Service Representative
Evolent Healthcare
12.2016 - 08.2017
- - Responded to member/provider/agent/broker inquiries via telephone regarding health insurance benefits, eligibility, and claims - Analyzed problems and provided resolutions that resulted in claim payment - Communicated monthly messages to providers on a specific needs’ basis
Licensed Agent
Optum/Connextions
10.2014 - 04.2016
- - Enrollment specialist for Affordable Healthcare Act (ACA), provided plan coverage information to individuals to best fit their health needs - Assisted with services and information to doctor visits, pharmacist, prescription drug plans, etc.
Support Services Representative
HealthMarkets, Inc
06.2013 - 02.2014
- - Received inbound calls from members regarding health/life insurance and supplemental plans - Assisted with billing issues, payment applications of checks, credit cards or debit cards via telephone - Updated demographics - Provided quotes to add to additional policies - Conducted cancellation of policies, re-instated policies - Received/sent faxes for claim analysts
Education
Business Management -
Cedar Valley College
Lancaster, TX05.1998
Skills
- MS Office 2007 (Word, Excel, Outlook, and PowerPoint)
- Typing Speed: 65 WPM
- Alarm Software (SBN, DSX, C-CURES, and Video Surveillance)
- CTI Notepad
- XOI NiceAgents
- XOI Transera
- Call center experience
- Problem Resolution
- Customer Relations
- Data Entry
- Critical Thinking
- Conflict Resolution
- Computer Proficiency
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Follow-up skills
- Call Management
- Product Knowledge
- Appointment Scheduling
- Documentation
- Administrative Support
- Microsoft Office Suite
- Data Collection
- De-Escalation Techniques
- Building rapport
- Quality Control
- Live chat support
- Dispute Resolution
- Product Sales
- Product and service solutions
- Sales expertise
- Account updating
- Research
Timeline
Customer Service Representative
Fidelity Investments/Veritude
11.2017 - 02.2018
Customer Service Representative
Evolent Healthcare
12.2016 - 08.2017
Licensed Agent
Optum/Connextions
10.2014 - 04.2016
Support Services Representative
HealthMarkets, Inc
06.2013 - 02.2014
Business Management -
Cedar Valley College
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