Tera Cunningham
Philadelphia,PA
Summary
Diversified customer service professional with strong fraud, credit, life and health insurance background that consistently exceeds corporate goals and customer expectations; exceptional organizational, communication, analytical, team building and managerial skills. Proven organizational skills and the ability to work independently and in a team environment.
Overview
28
28
years of professional experience
17
17
years of post-secondary education
Work History
Bank Voice Associate
Capital One Bank
02.2023 - Current
- Increase customer satisfaction by resolving complex issues and providing professional service at all times
- Advocate for the customer and the bank
- Support, educate and empower the customer with knowledge regarding their accounts
- Block debit card transactions in order to prevent further fraudulent activity
- Connect with customers on a human level in order to build rapport and trust
- Demonstrate awareness and understanding of customers and acknowledge the moments that matter in customers lives
- Utilize tools and resources to assist in obtaining a satisfactory resolution
Patient Access Representative
Accredo Health Group Pharmacy
12.2019 - 02.2023
- Received patient deductibles/copay amounts and discuss options to satisfy remainder of patients’ financial responsibility.
- Secured patient information and confidential insurance records in compliance with HIPPA privacy rule standards.
- Submitted incomplete or rejected prescriptions to the appropriate department for resolution and track status in the system.
- Performed pharmacy benefit verification requiring complex decision skills based on payer and process.
- Contacted benefit providers to gather policy/benefit limitations.
- Utilized Verint system in order to review Quality Assurance audits performed on my incoming/outgoing calls and orders.
Specialty Pharmacy-Certified Pharmacy Technician
Cigna Tel Drug
Dresher, PA
11.2007 - 12.2019
- Communicated with CIGNA customers, providers, health plans and internal staff to resolve processing problems and to accurately enter members’ information via telephone and computer applications.
- Performed calculations and enter and process prescriptions through the database.
- Confirmed and set up delivery of specialty orders with patients.
- Answered incoming calls from provider offices and patients.
- Processed refill request and assist with benefit inquiries from the patients/doctor offices.
- Outreached to the physicians’ office regarding patient information needed to process/refill prescriptions.
- Collaborated with healthcare professionals to resolve medication-related inquiries.
Senior Customer Service Professional
Prudential Financial
Dresher, PA
05.2005 - 11.2007
- Answered policy inquiries from Small Business and Mid Market Group Insurance client regarding plan Design on the group life and disability products
- Established relationships with benefit administrator through routine interaction regarding service related issues
- A liaison between client and back office functional units such as billing and claims to address and resolve issues and concerns
- Crossed trained to service inbound calls from life plan management clients
- Participated in crossing training with life claims, NJEA, and conversions
- Assisted with the training of new hires within the client operation service center
Phone Credit Analyst
Bank of America/Fleet Credit Card Services
Horsham, PA
06.2002 - 03.2005
- Answered high volume of incoming calls (approximately 100-125 per day).
- Provided support for credit related issues for customers, potential customers and other departments.
- Performed due diligence on new applicants by verifying income, assets and liabilities through public records or third-party sources.
- Delivered prompt, knowledgeable and courteous responses to applicant and customer inquiries and complaints
- Reviewed applications to determine credit worthiness
- Rendered credit decisions within established guidelines and lending authority of 15K
- Documented account information and activity via on-line management system
- Maintained updated knowledge of credit policies, company products and services
Fraud Analyst
Bank of America/Fleet Credit Card Services
Horsham, PA
05.1999 - 06.2002
- Verified high dollar payment to determine funds availability
- Reviewed checks with potential fraud in order to reduce loss
- Analyzed credit bureau information and status accounts
- Contacted other financial institutions regarding suspected fraudulent transactions
- Reviewed ad-hoc reports which contain potentially high risk accounts
- Corresponded with cardholders via affidavits, telephone contact and letters
Customer Service Associate
Bank of America/Fleet Credit Card Services
Horsham, PA
04.1998 - 05.1999
- Answered incoming customer telephone calls and written correspondence.
- Resolved cardholders inquiries and problems in accordance with departmental policies.
- Took ownership of customer’s situations to insure a satisfactory resolution.
- Maintained productivity and quality performance standards.
- Educated customers about banking policies and credit card terms.
- Maintained credit lines for new and existing accounts with regular customer contact
- Performed financial statement analysis, dispute resolution and negotiated settlements.
Education
Pharmacy Technician
Pharmacy Technician Certification Board
10.2008 - 12.2025
Bachelor of Arts - Criminal Justice and Sociology
LaSalle University
Philadelphia, PA05.1995
Associates of Arts Degree -
Community College of Philadelphia
Philadelphia, PA05.1991
Skills
- Windows
- Electronic Data Service (EDS)
- First Data Resources (FDR)
- Enterprise Relationship System (ERS)
- Hogan
- RMS (Relationship Management Services)
- Compass
- Sparc
- Microsoft Word
- Microsoft Excel
- MailRX
- Argus
- ICMS
- Complex Problem-Solving
Timeline
Bank Voice Associate
Capital One Bank
02.2023 - Current
Patient Access Representative
Accredo Health Group Pharmacy
12.2019 - 02.2023
Pharmacy Technician
Pharmacy Technician Certification Board
10.2008 - 12.2025
Specialty Pharmacy-Certified Pharmacy Technician
Cigna Tel Drug
11.2007 - 12.2019
Senior Customer Service Professional
Prudential Financial
05.2005 - 11.2007
Phone Credit Analyst
Bank of America/Fleet Credit Card Services
06.2002 - 03.2005
Fraud Analyst
Bank of America/Fleet Credit Card Services
05.1999 - 06.2002
Customer Service Associate
Bank of America/Fleet Credit Card Services
04.1998 - 05.1999
Bachelor of Arts - Criminal Justice and Sociology
LaSalle University
Associates of Arts Degree -
Community College of Philadelphia