Susan Lewis
Seymour,CT
Summary
I am an ambitious customer service professional with 7 years experience in the health insurance industry with a focus on Medicare and commercial plans. Additionally, I worked with appeals, grievance and accounts payable/receivable.as well as 12 years experience at a Natural Gas Company Im a detail oriented self-starter I demonstrate strong leadership skills resulting in successful team building and positive customer experiences.
Experienced with resolving customer inquiries effectively. Utilizes communication and empathy to build rapport and ensure satisfaction. Knowledge of troubleshooting and issue resolution.
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
26
26
years of professional experience
Work History
Customer Care Rep 2
Avangrid - Southern Connectcit Gas
01.2012 - 10.2024
- Respond to Customer Service inquiries including general billing questions, bill analysis, applications for service, service notifications, emergencies, payment options, collections matters, etc
- Respond to all customer inquiries (telephone or written) regarding billing, service, etc..
- Following established policies and procedures, and providing exceptional customer service
- Assist customers concerning credit and collection issues, and make arrangements according to guidelines
- Make requested changes or adjustments to customer accounts
- Initiate service orders to respond to customer emergencies and other service work needs(service on appliances)
- Make outbound calls to resolve customer inquiries or follow up on collections issues
- Provide accurate information to appropriate departments to efficiently resolve customer concerns
- Experience using Microsoft Office applications
- Experienced in Kubra Applications
- Experience in Sap - Erp system
- Experience in Internet Website Applications
Customer Service Rep II
Health Net
10.2002 - 07.2010
- Handled 50-60 calls per day in a high volume call center
- Effectively communicated Health Net policies, procedures and benefits to Medicare & commercial members and providers in CT, NY, NJ and AZ
- Performed data input accurately and timely for all member contacts
- Investigated member problems and performs conflict resolution
- Researched claims according to established policies and procedures, including all aspects of COB, NF Worker’s compensation and claim recovery
- Determined claim status and consults with staff to ensure proper claim disposition
- Adhered to departmental standards for a quality rating of 96%
- Facilitated the filing of appeals and grievances, referrals and authorization procedures
Accounts Payable/Shipping Clerk
Bridgeport Fittings
07.1998 - 11.2001
- Prepared shipping paperwork and managed logistics process for an average of 60 Federal Express, UPS and other carriers for daily global delivery
- Scheduled trucks for distribution of products to other vendors
- Applied payments to customer accounts
- Prepared daily bank deposits
- Assisted with accounts payable
- Assisted inventory control with data entry of work distribution records
Education
Pharmacy Tech Certification -
St. Vincent’s College
01.2011
Skills
- Inbound customer service
- Data entry
- Multitasking and organization
- Email communication
- Email correspondence
- Computer skills
- Calm under pressure
- MS office
- Remote office availability
Timeline
Customer Care Rep 2
Avangrid - Southern Connectcit Gas
01.2012 - 10.2024
Customer Service Rep II
Health Net
10.2002 - 07.2010
Accounts Payable/Shipping Clerk
Bridgeport Fittings
07.1998 - 11.2001
Pharmacy Tech Certification -
St. Vincent’s College
Awards
- Perfect Attendance, 09/09
- Perfect Attendance, 06/09
- Mentor to new hires since 2004, Health Net
- Team Lead, Southern Connecticut Gas
- Employee of the Month, 11/96, American Frozen Foods
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