Tajuana Sullivan

• Processed employee expense reports quickly to prevent delays in payouts.
• Processed Invoices accurately by verifying purchase orders against vendor documentation prior to payment authorization.
• Utilized excellent customer service skills to interact professionally with clients over the phone or via email.
• Utilized job-related software to prepare invoices, letters, and payroll.

• Excellent communication skills, both verbal and written.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained high-level of confidentiality when dealing with sensitive information.

• Applied customer service skills to assist clients with enrollment processes in a professional manner.
• Provided guidance or filing documents and other paperwork necessary for successful enrollment completion.
• Verified identity credentials before granting access or approving enrollments.
• Resolved client inquiries promptly, providing accurate responses in a polite manner.

• Maintained electronic and paper filing systems for easy retrieval of information.
• Reconciled account files and produced monthly report.
• Promptly responded to inquiries and requests from prospective customers.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Researched and resolved billing discrepancies to enable accurate billing.
• Enroll new policies and cancel existing policies.
• Reviewed enrollment applications to determine eligibility of individuals for coverage in accordance with application contract.
• Follow up on return payments, waivers, and update pharmacy exclusions.

Lead Client Service Associates Jan. 2001 - Jan. 2005

• Analyzed clarified and resolved complex policies and account related questions
• Reviewed problems and communicated with appropriate personnel to obtain information when necessary.
• Monitored call volume on a team of nine CRS.

Membership Specialist Aug.1998 - Jan. 2001

• Answered high volume incoming calls from policy holders and agents regarding benefits information.
• Research policy holder's issues and concerns about their coverage.
• Provide eligibility information to providers