Customer Service Assistant

Regina C. Gottman

P: 573-***-**** Email: *********@*****.***

Objective

To utilize my leadership, customer service, and technical expertise of 25+ years in the customer service and insurance industry to enhance the member experience, while also adding to company’s growth and service

Experience

Blue Cross Blue Shield Enterprise Shared Accums Specialist

12-15-2017 to 08-15-2020

Perform regression testing across all states

Perform group remediation across all states

Perform testing between claim systems and Rx vendors

Perform HCA adjustments

Perform major shared accums projects across all states, such as Infogix, Prime Reverse Eligibility, 2020 Bluestar Incentives, etc

Blue Cross Blue Shield Divisional Testing Unit Tester

11-01-2012 to 12-15-2017

Perform Feak testing for all 5 states

Perform Shared Accum testing for all 5 states

Perform MLE testing

Perform Benefit testing for new and existing groups for all 5 states

Ensure GCPS is coded correctly prior to testing

Created Illinois Testing Workflow for new DTU hires and Illinois testing buddies

Created GCPS Checklist for new DTU hires and Illinois testing buddies

Trained Quincy testing buddies

Trained DTU on Shared Accums, and Retail Shared Accums

Member of Benefit Testing Improvement Workgroup

Blue Cross Blue Shield Group Benefits Specialist

12-05-2005 to 11-01-2012 HCSC

Assists Marketing, Sales, Brokers, and Agents in sales of new National Accounts

Primary contact for HR Departments of National and Small Group Accounts for claim information and benefit questions/issues

Responsible to ensure that Implementations are completed in the time frame required

Order and work projects for correction of group coding issues

Test benefit changes to insure correct benefits are applying, and GCPS is coded correctly

Production Verification testing to ensure accounts can be moved into production after DTU testing is complete

Lead site visit presentations for National Accounts to explain benefits to employees

Work inquiries from group/marketing/brokers/agents in regards to system coding issues, benefit questions, and claims issues

Work closely with coding and submit CQ’s for system issues

Head of large projects such as: VIP Delete Project, Claim Lock Application Project, Multiple Surgery Pricing Logic testing

04-23-2003 to 12-04-2005 was Customer Service Advocate for HCSC

Customer Service Supervisor

05-01-2001 To 10-01-2002 OneLink Communications, Quincy and Jacksonville, IL

Set up new phone service and internet service

Assisted members on billing questions and phone operations

Managed customer service representatives in sales and customer service

Trained new hires on customer service skills, sales, products, and use of systems

Received Top Sales Performer Award

Customer Service Assistant Supervisor

01-01-1995 To 05-01-2001 GTE/Verizon Telephone Company, Columbia, MO

Set up new phone service, internet, dsl, and business key systems

Assisted members on billing questions and the operations of their services

Sales through inbound calls, outbound calls, and sales presentations to businesses.

Trained new hires on sales presentations, products, customer service skills, and use of company systems

Twice received Circle of Success Award for being top 13 salesperson in the nation

Education

Monroe City R-1, Monroe City, MO

08-20-1986 To 05-20-1990

College Prep

Army National Guard National Scholar Athlete

Attended University of Missouri-Columbia 1990-1992

Contact this candidate