Customer Service Sales

Catherine Hogan ac4cik@r.postjobfree.com

*** **** ****** ****: 334-***-****

Phenix City, AL 36867 Cell: 334-***-****

SUMMARY

A customer service professional with expertise in enrollment and billing. Participates freely in team environments and brings a positive focus on team meetings. Industrious -- always willing to work overtime when necessary, and always willing to fill in gaps in personnel to meet the needs of the company. Takes on additional responsibilities without being asked. After 20 years, has never had to refer a customer or member to a manager for escalation. An advocate for the customer who loves to do the research to solve problems from the source.

PROFESSIONAL EMPLOYMENT

WELLPOINT/ BLUE CROSS BLUE SHIELD OF GA, Columbus, GA 2003 2010

Enrollment and Billing II 2007 2010

Handled customer service inquiries regarding case management of diseases, conditions, terminal illness, chronic illnesses and experimental and transplants inquiries from customers for prior authorization and case management assignments. Ensured correct and timely orders for new service.

Selected to train for out of state transfers and helped those who moved into GA with their transition.

Learned COBRA requirement for this role. Managed an inventory report daily. Trained to mange changes for member accounts

Served as manager s go to resource because of industry and company experience, including new system.

Identified a problem about customer service complaints through independent research. Identified 5 different people who were responsible for this gap in underwriting based on incomplete understanding of system capabilities.

Customer Service Representative II 2003 2007

Trained for Customer Service for Group memberships. After few weeks, moved to individual Customer Service. Answered member questions, discussed their claims and handled any discrepancies. Served a liaison with member and provider. Explained benefits and charges.

Problem solved insurance rates by investigating alternatives.

Provided voice of calm and reason with irate customers.

Gained working knowledge of Medicare, independently, in order to coach members on the issues that arose from this provider.

Kept and shared an email record keeping system that served as the go to for other s questions.

Kept open logs so that others could pick up where left off. Kept a clean record of keeping these up-to-date and com logs up to date.

Converted and transitioned to new record keeping system of benefits.

Catherine Hogan Page Two

BELLSOUTH / SOUTHERN BELL, Columbus, GA

Sales and Service Representative 1996 2002

Promoted internally for this role and trained in Atlanta to handle customer service. Handled new service, handled complaints, explained bills, adjusted bills when necessary, sold products and trained on how to use.

Met sales quota ever month of entire tenure; met all retention goals monthly.

Received an award for most sales for new product, complete choice plan, from Columbus GA for a weekend in New Orleans where recognized for top sales in Columbus, GA.

Consistently won sales contests with monetary and gift awards and received written and verbal commendations.

Sold first local long distance plan in the state of GA.

Sold the first fast access product in the state of GA.

Advocated for customer to get service promised as a great exceptions.

Managed a 911 call for customer.

Long Distance Operator

Directory Assistant

Service Assistant

Telephone operator

TRAINING / EDUCATION

A variety of company sponsored programs such as

Ethics & Compliance

Call Care Browser

Direct Order Entry

Sales/Customer Billing

Force Management Training/Group Manager

Claims Adjustments

Transfers & Conversions

Diploma, Central High School, Phenix City, AL

COMMUNITY ACTIVITIES

Member of Telephone Pioneers for over 10 years. Canvassed local businesses for door prizes and food for golf tournament fund raisers. Organized fundraising for The Brain Tumor Research Foundation and The Georgia Sheriff Boys Ranch. Built campsites at Callaway Gardens and participated in Special Ed projects such as eye exams for elementary students. Participated in MDA telethons. Volunteered at the 1996 Fast-pitch softball Olympic Games in Columbus Georgia.

Road America: 2011/2013

I dispatched services across the United States and Canada for roadside assistance. I assisted policy holders for State Farm, Allstate, Farmers and many more. I helped with any roadside or home site assistance inclunding lock-outs, towing, break-downs and accidents.I left there to work for Aflac in 2014.I do not have the name of my former supervisor or Road America since it was taken over by a new company.

Aflac: 02/2014 until 01/2018

Supervisor : Tammy Stallion

Contact #: 706 596=3196

While working for Aflac I assisted customers with claims and policy information. I promoted new sales.I attended and participated in various training classes and also participated in community services through the Aflac Way programs. This included the Children's Cancer Hospital in Atlanta and the Valley Rescue Christmas Outreach programs. I left recently for personal reasons.

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