OBJECTIVE:

EXPERIENCE:

10/2006 - 11/2015

Industry: Healthcare Services

Member Service Agent

Answer incoming calls from members of Blue Cross Blue Shield and Blue Shiel of California. Provide Pharmacy Benefits, answer inquires regarding Prior Authorization, Copay structures, Eligibility. Also, complete request for refill of prescription

Cultivate customer trust by providing members and pharmacies with accurate information regarding benefit plans to assure member and client satisfaction and accurate claims processing; Receive incoming calls from customers in accordance with department standards and other verbal and written training memorandums; Make outbound calls as needed regarding member benefits; Maintain professional and courteous communication resulting in high call quality; Investigate and resolve phone inquiries in a timely manner. Forward escalated calls as needed to Senior Service Agents or Supervisors; Follow proper procedures for accurate and timely documentation of customer concerns and other related issues; Meet and/or exceed departmental employee performance standards; Maintain Guiding Principals and demand the highest standards of conduct from self and others

7/2004 - 1/2006

Industry: Healthcare Services

Driver II

Operates van or mini-bus for transportation of employees and visitors on scheduled route connecting on-campus and off-campus locations. Picks-up and delivers mail, packages, drugs, and supplies to off-campus locations on assigned route. In out-patient clinic, transports patients to specialty care units and agencies within cooperative systems and to and from clinics. Maintains vehicle operating records and reports needed maintenance and repairs. Performs minor and routine maintenance such as refueling and ensuring proper tire pressure.

4/1998 - 1/2004

Customer Service Rep II

Answer high volume of inbound calls from banking customers regarding they're accounts and transactions. Also Research issues and provide suitable resolutions, input customers information into computer database for call tracking and escalations. Process maintenance request, reset & set up passcodes, provide technical support for various online services offered by the bank. Transfer misrouted calls to appropriate departments, upsell other bank product and services; Recieved Managerial training and experience through processing time sheets, accepting escalated calls, reporting network and server issues to appropriate personnel, assist with Team meetings, train and coach new hires, motivate and encourage productivity in Teams performance to achieve monthly goals, track escalated calls and do follow up to ensure customer satisfaction, monitor ACD systems to ensure compliance, and perform other duties as assigned.

1/1998 - 3/1998

Customer Service Rep I

Work on behalf of Bell Atlantic Telephone, answer high volume inboundcalls, provide information, and process orders from customers desiringto register for Caller ID service, and/or the Call Manager package.

9/1990 - 9/1997

Bus Operator

Operates DART owned vehicles on prescribed routes as directed. Operates two-way bus radio system in accordance with DART established rules and regulations and the Federal Communication Commission (FCC). Collects/records bus fares in accordance with DART procedures. Provides assistance to patrons as required. Answers route questions and announcements from patrons and general public. Prepares written reports as required. Works variable shifts as required. Provides performance support expertise to guide maintenance mechanics to improve cost structures and overall effectiveness of on going work interventions. Attend periodic Training enhancement classes, seminars, and meetings. Maintain an On time schedule, assist handicapped and disabled passengers, when needed.

9/1989 - 5/1990

Teachers Aide and Assistant Music Director

Grading papers, monitoring children during lunch and recess, provide one on one assistance with classwork assignments, take roll call, greet students upon entering/exiting, maintain authority in and out of the classroom, read stories, and participate in parent conferences. Also, attend daily choir rehearsals, teach gospel songs in preparation for weekly chapel services, and provide music for all school assemblies and programs.

EDUCATION:

5/1987

Professional

5/1985

High School or equivalent

SKILLS:

Skill Name

Skill Level

INTERESTS & HOBBIES:

Helping others, Ministry, Musicianship, Researching Online and Surfing, are a few interest.