Sonja Harris
customer service representative
St. Louis,Missouri
Summary
Experienced customer service representatives bringing 20 + years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
26
26
years of professional experience
Work History
Customer Care Rep I and II
Anthem.com
St Louis, Mo
01.2018 - Current
- Customer Rep II requires HS diploma or equivalent;20 + years of call center experience within healthcare sector; or any combination of education and experience, which would provide equivalent background
- Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
- Analyzes problems and provides information/solutions
- Operates PC/image station to obtain and extract information, documents information, activities, and changes in database
- Under immediate supervision, receives and places follow-up telephone calls / e- mails to answer customer questions that are routine in nature
Prior Authorization Representative
Express Scripts
St Louis, Mo
10.2013 - 01.2018
- Reviewing requests based on benefit plan design, client specifics and clinical criteria
- Provide information to clients, participants, pharmacists and doctors regarding participants pharmacy benefit, drug coverage
- Facilitate resolution of drug coverage issues and proactively
- Address, research and resolve issues while maintaining accurate and complete documentation of all inquiries for continuous Improvement
Service Order Writer
AT&T
Olivette, MO
01.2000 - 09.2013
- Into Service Order Retrieval and Distribution process
- Formatted information placed on Universal Service Order
- Handled multiple Accounts
- Accepted service order completion information from installation and repair forces
- Formatted information placed on Universal Service Order Reviewed service order memorandums from business office and sales for accuracy
Education
Bachelor of Science - Industrial Psychology
University of Phoenix
Office Technology Certificate -
Southwestern Illinois College
St Louis, ILAssociates - Arts, Education
State Community College
St Louis, ILHigh School Diploma -
East St Louis Senior High School
St Louis, ILSkills
- Customer Account Management
- Understanding Customer Needs
- Issue and Complaint Resolution
- Inbound and Outbound Calling
- Upbeat and Positive Personality
Accomplishments
- Achieved promotions through effectively helping with account management.
- Achieved pay raises by completing tasks with accuracy and efficiency.
- Collaborated with a team of 20 in the completion of tasks in a timely fashion.
Timeline
Customer Care Rep I and II
Anthem.com
01.2018 - Current
Prior Authorization Representative
Express Scripts
10.2013 - 01.2018
Service Order Writer
AT&T
01.2000 - 09.2013
Bachelor of Science - Industrial Psychology
University of Phoenix
Office Technology Certificate -
Southwestern Illinois College
Associates - Arts, Education
State Community College
High School Diploma -
East St Louis Senior High School