TERRY PEEPLES
Saveonsp
Amherst,New York
24
years of professional experience
Customer service professional supporting the work expected in a Senior Customer Service Representative role. Resolves 10+ complex customer cases per week, updates account records, and works across multiple internal systems to keep service information accurate. Strengthens customer confidence through clear communication and steady follow-through on escalations.
Work History
Customer Service Representative
2 Years 10 Months- Answer customer questions about account activity, coverage details, and service status with clear, accurate communication. Assistance with Financial Assistance through Manufacturers Copay programs
- Document customer interactions thoroughly to support follow-up, issue , and consistent service history.
- Support billing inquiries by explaining charges, payment status, and next steps in a professional manner.
- Escalate unresolved customer concerns to the appropriate team while keeping communication clear and timely.
- Perfect. I’ll incorporate this as your current position and make the responsibilities sound stronger and more professional while staying accurate to what you provided.
- Senior Member Services Representative – Administration Department
- Saveonsp | December 2023 – Present
- - Assist members with manufacturer copay assistance enrollment and program-related inquiries through inbound and outbound communications.
- - Provide members with guidance and support regarding copay assistance and medication-related services.
- - Contact pharmacies to provide copay assistance processing information and resolve pharmacy-related inquiries.
- - Confirm medication delivery status and coordinate with pharmacies to help expedite medication deliveries when needed.
- - Handle member voicemails and email inquiries, ensuring questions and concerns are addressed in a timely and professional manner.
- - Assist with multiple administrative reports, spreadsheets, and back-office tasks.
- - Collaborate with internal departments and external pharmacy partners to resolve member and medication-related issues.
Client Service Representative
9 Years 7 Months- Managed billing inquiries and payment questions with clear communication and timely follow-up.
- Documented customer interactions in system records to support accurate account histories and future service.
- Handled escalated concerns professionally, gathered details, and coordinated next steps with internal teams.
- Supported customers with account updates, service questions, and policy explanations across varied situations.
- Maintained organized records while working within multiple internal systems to retrieve and verify account information.
- Explained account activity, charges, and service outcomes in a clear, customer-friendly manner.
- Reviewed claims information and referred complex billing questions to the appropriate resolution path.
- Followed customer retention practices by addressing concerns promptly and preserving positive service relationships.
- Checked account details carefully to reduce avoidable follow-up and support smoother customer interactions.
- Responded to routine service requests with professionalism, accuracy, and steady attention to deadlines.
- Processed refund-related questions and communicated status updates to customers as information became available.
- Applied HIPAA compliance practices when handling sensitive customer information and account details.
- Tracked queue activity and prioritized incoming requests to keep service flow organized throughout the day.
- Provided consistent phone support while adapting communication to different customer needs and account situations.
Customer Service Representative/ Administrative
4 Years 11 Months- Answered customer inquiries and provided accurate information on billing, account status, and service requests.
- Updated customer records in multiple systems with detailed notes and completed service documentation.
- Supported administrative tasks including filing, correspondence, and document preparation for daily operations.
- Entered customer information into operational systems with attention to accuracy and data consistency.
Education
Diploma - Business courses and General Courses
business management - business management
Studied business management.
Skills
Microsoft systems
Evolve
Customer issue resolution
Call handling
Service recovery
CRM documentation
Escalation management
Queue management
First call resolution
Customer retention
AS400
Oracle
SAP
Billing inquiry support
Claims processing
Payment posting
Refund processing
HIPAA compliance
Cross-functional coordination
Timeline
Customer Service Representative
Saveonsp
12.2023 - CurrentRead More
Client Service Representative
CENTER ONE
04.2014 - 11.2023Read More
Customer Service Representative/ Administrative
ABC AMEGA
09.2002 - 08.2007Read More
BLAIR BUSINESS COLLEGE COLO SPRINGS CO
business management from business management
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THOMAS B DOHERTY COLO SPRINGS CO
Diploma from Business courses and General Courses
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