Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stacy Vaughn-Wheeler

Lowell,MA

Summary

Enthusiastic self-motivated service representative with over 30 years of experience. Medical, dental, property & casualty insurance customer service. Insurance Sales. Outstanding Customer Service Representative, Management experience. Role Model, Quick learner, Team Player.

Overview

15
15
years of professional experience

Work History

Intake Specialist

Insulet Corporation
07.2018 - Current
  • Completed phone calls to medical providers and various insurance companies for new and existing patients. Obtained insurance benefits for pharmacy and durable medical equipment coverage. Worked closely with Omnipod Specialist team to obtain coverage for products.
  • Uploaded, scrubbed, and requested demographic information, prescriptions, clinical notes for patients. Work from queues. Performed benefit investigations.
  • Processed prior authorizations for patients using insurance portals. Made follow-up calls to various insurance companies to obtain status of those authorizations.
  • Processed 25 to 30 tasks daily.
  • Collected, verified, recorded and processed client demographics, insurance and referral information

Consumer Service Escalation Representative

Keurig
11.2014 - 07.2018
  • Responds to consumer inquiries effectively and efficiently while upholding Keurig's Excellence in Service standards.
  • This includes processing orders, educating consumers on various products or services, and troubleshooting products, services, or website all within required time frames.
  • Investigate and resolve consumer issues. Processed refunds.
  • Offered alternative solutions where appropriate to resolve issues.
  • Utilized multiple systems to gather, process, log, retrieve, and communicate information
  • Completing all things timely and accurately.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Processed 30 to 40 inbound calls daily,

Provider Service Representative

Fresenius
05.2013 - 11.2014
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and provided backup support for organizational leadership.

Service Manager

Dadgar Insurance Agency
02.2008 - 06.2011
  • Accountable for outstanding customer service external and internal customers. Develops and maintains effective relationships through effective and timely communication. Takes initiative and action to respond, resolve and follow up regarding customer service issues - Conduct Periodic Outbound Continuous Quality Improvement Calls to enrolled members. Receive and Respond to calls from enrolled members for all issues related to member benefits
  • Ensure follow up calls by providing direct resolution with appropriate resources.
  • Customer Services Contact Data-Base on all interactions, incoming and outgoing calls. Made 20 to 30 outbound calls daily.

Education

Some College (No Degree) -

Southern New Hampshire University
Hooksett, NH

Biotech Certification -

Middlesex Community College - Bedford
Bedford, MA

Skills

  • Benefits, billing, Call Center, Communication skills, Continuous Improvement, Creative problem solver, Credit,
  • Client relations, Customer service, Customer care, Data-Base, Insurance, Medical terminology, MS Windows,
  • Cisco phone system, Quality Improvement, Quality Control, Quick learner, Sales, Support
  • Product and Service Sales

Timeline

Intake Specialist

Insulet Corporation
07.2018 - Current

Consumer Service Escalation Representative

Keurig
11.2014 - 07.2018

Provider Service Representative

Fresenius
05.2013 - 11.2014

Service Manager

Dadgar Insurance Agency
02.2008 - 06.2011

Some College (No Degree) -

Southern New Hampshire University

Biotech Certification -

Middlesex Community College - Bedford

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