Service Representative Customer
Resume:
Randallstown, Maryland *****
adsa28@r.postjobfree.com
TRACEY L. JOHNSON
ACCOMPLISHMENTS
I have a vast understanding and experience of two highly respected professions. I was a Certified Medical Assistant and Phlebotomist. In addition, I’ve also acquired over One-Hundred and Fifty accredited course credits in Criminal Justice with a minor in Crime Scene Investigations from Kaplan University. I was accepted into Stevenson University into their Masters in Criminal Justice program. I have been employed by very reputable corporations, including a Government Private Sector, full-time employment with CMS- (Centers for Medicare and Medicaid) and Pfizer Pharmaceuticals to which my transcribed verbatim inbound-calls were used as evidence for the Food & Drug Administration (FDA). Experience in assisting Frederick and Washington Counties in Crime mapping, Matrix, Forecasting as a Criminal Analyst. Additionally, I’ve serviced the American workforce by assisting the population receiving Covid-19 grants monies through their Unemployment Insurance via EDD (Employment Development Department). Most recently, it was my pleasure to have assisted Baltimoreans and Maryland surrounding Counties residents and commercial accounts with their Baltimore Gas & Electric services agreements.
SKILLS & ABILITIES
Over 15 years in Customer Service abilities, typing 45wpm, expert level proficiency in Microsoft Office applications- including Internet and electronic mail systems. LexisNexis, Beeline, Power BI, CC&B, Cx Wrapper, Teams, and a host of additional industry specific IT Systems.
Completed extensive training programs averaging 90% or more.
Medical Terminology, Fluency in Accounts Receivables & Payables, customer service inclined, knowledgeable of several IT specific programs, reimbursements.
Efficiently, effectively, and promptly performs tasks.
Answered Inbound Calls with necessary Outbound follow-ups
PROFESSIONAL EXPERIENCE
BALTIMORE GAS & ELECTRIC/ LANCESOFT
February 2022- June 2022
Customer Service Representative/Collections- Remote
Assisted Baltimore’s and its surrounding Maryland Counties residents with their needed gas and electric services pertaining to their Billing, Financial Assistance Programs, in addition to implementing Payment Arrangements, Extensions, and Restoral of disconnected services.
Verified and accurately calculated customers Energy Assistance grants committed to Restore Services.
Maintained Daily Switchboard Operations to transfer to correct departments to assist the customer with their residential or commercial account needs.
ACCENTURE, DEPARTMENT OF TENNESSEE LABOR AND WORKFORCE DVLPMNT
June 2021- August 2021
RAPID RESPONDERS/Customer Service Representative (REMOTE)
Assisted Tennesseans with questions pertaining to the status of their claims, input Weekly Certifications, operated JOBS4TN, Zendesk, and Microsoft Teams for updates per Unemployment Insurance policies. Always adhered with empathic listening skills while providing optimal operational processes.
BANK OF AMERICA- FRAUD DEPTMENT, TTEC-
April 2020-November 2020
REMOTE CUSTOMER SERVICE
Provided Bank of America cardholders with remote customer service in operating and understanding the parameters of their debit card usages and funds obtained through their Unemployment Insurance.
Assisted cardholders with online capabilities and navigations for password resets, electronic funds transfers and submitting claims.
FRAUD DEPARTMENT:
Processed knowledge and navigational skills to maneuver through two systems while adhering to Bank of America’s and Federal Government policies of monetary practices.
Assist Bank of America’s EDD (Employment Development Department) clients after Unemployment Insurance and Child Support funds Denial Codes #102 or 104. After researching accounts, if no fraud was present, a Suppression was performed, completed, and card usage reinstated.
Operated LexisNexis and FALCON on an expert level of comprehension and navigation.
REMOTE CUSTOMER SERVICE REPRESENTATIVE- SYKES- INTUIT
April 2019-January 2020
To provide customer service for incoming calls for Intuit clients. The client’s remote calls are handled by way of webcam; therefore, the communications process is the next best thing to in-person. Maintained strict confidentially and excellent customer service is my main objective.
CUSTOMER SERVICE REPRESENTATIVE, CSC -COMPUTER SCIENCES CORPORATION, CCRX- MEDICARE PART D
August 2007- October 2008
Provided beneficiaries with claims and policies information provided by CMS.
Expeditiously provided Beneficiaries and/or Power of Attorney’s with requested forms, pertinent coverage information, referrals via CMS guidelines while accurately navigating throughout NGD (Next Generation Database).
Assisted in Call Monitors, Call flow-chart grading, one-on-one counseling, and maintaining records of monitoring results.
MEDICAL CUSTOMER SERVICE REPRESENTATIVE, CSC-COMPUTER SCIENCES CORPORATION, 800-MEDICARE
JUNE 2006-AUGUST 2007
Provided timely assistance in providing CCRx beneficiaries with coverage specifications according to enrollments in their Gold, Basic, or Choice Plans.
Maintained precisely swift operations within their operational systems via SXC, FACETS, InfoCrossing, MaRx, CITRIX, AS400, MMC, FILENET- imaging system, NGD, TRR Reports, Witness, Pega, and AVAYA telephonic system. Assisted Supervisor and Lead with employee performance ratings. Conducted, assisted, and coached per QA (Quality Analysis) monitoring’s and Call Flow charts. Organized and participated in assisting Team Lead with interoffice daily operations. Applied mathematical calculations in claims transactions and billing, EOB’s (Explanations of Benefits).
MEDICAL SERVICE REPRESENTATIVE, MAGELLAN BEHAVIORAL HEALTH
March 2003-January 2006
Demonstrated empathic listening skills while acquiring pertinent patient information such as demographics, insurance coverage, and assisting with plan of action. Processed Prior Authorizations for IOP (In/Out patient) services. Offered and provided referrals unto physicians, family members, and/or beneficiaries with Inpatient (IP), Outpatient (OP), and SHIP facilities to further treatment plans. Triage calls for staffed Healthcare professionals (HCP’s).
RESERVATIONS SALES AGENT, NORTHWEST AIRLINES
May 2001-March 2003
Daily operations of scheduling itineraries for customers traveling within domestic flights. Provided accurate calculations for new, and revalidated tickets for customers, active military, the bereaved, pets, and unaccompanied manors guardians. Maneuvered swiftly and effectively throughout numerous computer programs and multiple screens to assist travelers with their travel needs. Assisted an abundance of travelers with excellent customer service, listening skills, and empathy towards their traveling needs.
Geographical and airport codes knowledgeable.
MEDICAL SERVICE REPRESENTATIVE, PFIZER PHARMACEUTICALS & AMERICAN HONDA CONSUMER AFFAIRS- TELESPECTRUM WORLDWIDE
April 1997 to May 1999
Pfizer Pharmaceuticals
Rapidly acquired Inbound Calls and provided detailed product descriptions regarding side effects, allergies, diagnosis, and dosages for prescription medications. Adhering to customers concerns by carefully listening for ADR’s (Adverse Drug Reactions) for medications. Answered calls and provided formulary and support assistance for the Diabetes Control Network (DCN), TriAD (Aricept and Alzheimer’s), and Viagra (sildenafil) Transcribed all inbound calls for patients inquires as regulated by the FDA. Dictation fully monitored and regulated by the FDA (Food and Drug Administration) per consumer verbatim. Entered and forwarded proper fulfillment. Demonstrated excellent skills for empathizing and voicing compassion for the consumer.
May 1999 to October 1999
TeleSpectrum Worldwide
American Honda Consumer Affairs
Assisted Honda’s consumers with recall and/or warranty data with expirations. Informed vehicle owner’s current recalls and locations of Honda Certified repair shops.
Processed consumer refunds and calculations based on motor vehicle repairs paid, yet recalls honored the coverage.
Informed customers of coverage stipulations and guidelines.
Provided reference information and contacts to American Honda Consumer Affairs and additional departments in Torrance, California.
EDUCATION
KAPLAN UNIVERSITY—ONLINE—BACHELORS’ IN CRIMINAL JUSTICE, MINOR -CRIME SCENE INVESTIGATIONS
Four-times Dean’s List Awarded--- GPA 3.40- 3.95
Two-times Presidential List Awarded --- GPA 3.96 to 4.00
Alpha Phi Sigma nominee- Academic Excellence in Criminal Justice Program
Medix School- Towson, Maryland- Graduated 3.23 GPA
Total Accredited Hours: 767.95
American Association Medical Assistance- Certified Medical and Office Assistant & Phlebotomist, acquired on 1st attempt- June 27, 1997- certification #0073275
FBI Citizen Patrol – Spring 2009
800-MEDICARE CERTIFIED- JANUARY 1997- COMPLETION of CMS INTENSIVE TRAINING COURSE- MAINTAINED 95% or better on weekly basis
SALARY NEGOTIABLE: DEPENDE20071NT UPON FULL or PART-TIME EMPLOYMENT
LAPSE IN WORK HISTORY: In 2015, my daughter has Brain Surgery for Chiari Malformation at JHU, rehabilitation discontinued June 2019.
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