Customer Service High School

Stephen Francis

**** ******** ****.

Louisville KY 40218

Telephone: 502-***-****

abkn5v@r.postjobfree.com

Summary Skilled at providing excellent Customer Service in an

Inbound/Outbound Call Center

Trained in differentiating between Healthcare Insurance

benefits such a Medical, Dental, Vision, COBRA, Medicare,

Supplemental Insurances, Flexible Spending Accounts, etc.

Very proficient with computer skills in areas such as MS

Word, MS Excel, PhotoShop, QuarkXpress, Outlook Express and

the Internet

Demonstrated efficient achiever with exceptional knowledge of

Management/Supervisory skills in both Retail and Industrial

environments

Proficient in Technical Troubleshooting

Skilled at exceeding Customer needs by obtaining numerous

awards in Customer Service

Skilled in collecting payments on delinquent accounts

Skilled at learning new concepts quickly, working well under

pressure, and communicating ideas clearly and effectively

Excellent skills in Grammar and Mathematical concepts

Trained in all areas of the Federal HIPAA laws and

regulations

Education Associate's Degree in Computer Business 1988

St. Mary's University, Halifax, Nova Scotia, Canada

Concentration on Company Payroll and Accounting

Graduated with a 3.9 G.P.A.

Diploma in Motor Vehicle Repair - Mechanical 2000

Nova Scotia Community College, Yarmouth, Nova

Scotia, Canada

Graduated with a 3.9 G.P.A

Academic High School Completion 1986

Yarmouth Memorial High School, Yarmouth, Nova

Scotia, Canada

Concentration on Academic subjects with Honor's

Mathematics

Graduated with a 4.0 G.P.A

Career History & Accomplishments

Call Center Technical Advisor, Bank of America 11/2008

Merchant Services, Louisville, KY -07/201

. Employed in an inbound high volume Call Center 0

assisting Merchants in troubleshooting credit card

terminals.

. Assisted Collections Department in obtaining

payment for delinquent accounts

. Documented 100% of calls

. Assisted Risk Department in observing Unusual

Activity in bank accounts

Call Center Advocate (COBRA Benefits Counselor), 09/2006

SHPS Inc., Louisville KY -11/200

. Employed in an inbound/outbound high volume Call 8

Center providing counseling for participants

enrolled into COBRA Health Benefits

. Documented 100% of inbound and outbound calls

. Faxed medical documents to participants as

needed, in accordance to the Federal HIPAA laws

and regulations

. Assisted Reference Department in designing

spreadsheets for call center efficiency

Assisted patients enrolling into Open Enrollment

for Health Benefits

Assisted patients with differentiating between

multiple Health Coverage Plans including Medical,

Dental, Vision, Flexible Spending Accounts, COBRA

Benefits, Medicare, etc.

Accepted over the phone payments and set up payment

plans when necessary

Service Center Representative, IKON Office 09/2004

Solutions, Louisville KY -09/200

For Law Offices of Wyatt, Tarrant & Combs, LLC. 6

Filed documents with the Courts

Photocopied Court documents; sorting & delivering

interoffice mail

Completed bank deposits

Documented the sending and receiving of office faxes

Pre-press Supervisor and Heatset Press Operator 07/1990

-

Fundy Group Publications, Ltd., Yarmouth, Nova 07/2004

Scotia, Canada

. Supervised a department of 8 employees to ensure

the efficiency of the daily operations of the

Prepress Department was met

. Performed duties such as computer pagination of

layout, burning of lithographic plates, proofreading

final product and operating a color separation

scanner

. Operated and maintained a Web-fed Goss 4-color

Heatset printing press

. Supervised a department of 30+ employees in the

Press Department

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