Art I have had a passion to draw and paint since 5 years old
Stephenie Borzillieri
Blasdell,New York
Summary
Over 20 years of experience providing Administrative and Customer Service 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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
Work History
COBRA Service Representative
Robert Half Recruiters & Employment Agency
Buffalo, NY
08.2021 - Current
- Resolved concerns with services to assist in COBRA enrollment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Opened cases where further action was necessary to resolve participant issues within reasonable parameters. Including follow up on unresolved cases.
- Collaborated with internal service centers and insurance carriers to resolve participant issues.
- Accepted payments.
- Helped large volume of customers every day with positive attitude, focus on customer satisfaction and a one call resolution mindset.
- Provided information about COBRA federal law and additional programs available for alternative insurance carriers.
- Adherence to PHI, HIPPA and other compliance related policies.
Customer Service Representative
Coast Professional Inc
East Aurora, NY
05.2021 - 07.2021
- Manage large amounts of incoming calls in a timely manner
- Follow call center scripts
- Identify customer needs, clarify information, research and provide solutions.
Patient Account Coordinator
Lincar
Blasdell, NY
02.2018 - 02.2021
- Monitor and review unpaid accounts documentation, research and data entry
- Promptly respond to patient and insurance inquiries to meet a resolution
- Develop patient and insurance company relationships
- Maintain cohesive knowledge of current Medicaid and Commercial billing/collection responsibilities and guidelines
- Up to date with compliance, policy and procedure through company training
- Assist co-workers in training
- Submit or call insurance regarding patient claims for payment
- Communicate with company departments to resolve patient and claims issues
Membership/Fraud Specialist
Erie Metro FCU
Blasdell, NY
04.2006 - 06.2017
- Provided wide range of bank teller, administrative and clerical duties
- Provide daily Bank Teller and Membership services to members
- Perform accurate and fast paced member transactions
- Main goals are to remain incident free from teller discrepancies and provide stellar customer service
- This includes a vast knowledge of current policies, banking procedures, communication and office skills
- Continued knowledge of current banking policies and procedures
- Including individual research on policies and procedures for best performance
- Well spoken, comfortable in relaying accurate information verbally and written
- Designed Erie Metro FCU Newsletter to members
- Assist members with fraudulent activities on VISA and Mastercard
- Retrieved funds back in several cases by working with our companies third parties and insurances.
Education
Business Management
American Intercontinental University
01.2006 - 01.2007
Skills
COBRA Federal LawMedical BillingKnowledge of state(s) Medicaid & Commercial Health InsuranceLevel II HCPC & CPT CodingBanking Laws & PracticesStaff TrainingFraudulent Accounting ActivityProblem ResolutionCall CenterEnglish
Complaint resolution
Service recommendations
Account updates
Account management
Customer Relations
Staff education and training
Creative problem solving
Medical terminology knowledge
Service standard compliance
Multi-line phone talent
Professional telephone demeanor
Administrative support
Interests
Gardening, especially indoors
DIYer
Holistic and organic living
Family
I enjoy researching multiple topics and taking online courses to keep my mind and knowledge fresh.
The topics I do not know much about fascinate me. I can never stop learning and what I learn, I share where it is appropriate.
Timeline
COBRA Service Representative
Robert Half Recruiters & Employment Agency
08.2021 - Current
Customer Service Representative
Coast Professional Inc
05.2021 - 07.2021
Patient Account Coordinator
Lincar
02.2018 - 02.2021
Membership/Fraud Specialist
Erie Metro FCU
04.2006 - 06.2017
Business Management
American Intercontinental University
01.2006 - 01.2007