Call Center Representative

Donna Whalen
1152 Tatesbrook Drive
Lexington, KY 40517
(859) 940-4633
donnawhalen898@yahoo.com
http://www.linkedin.com/in/donnawhalen/

 


                                                          SUMMARY


 



  • Proven customer service experience

  • Proven experience working in a fast paced, team oriented call center environment


 


KENTUCKY NATIONAL INSURANCE – Lexington, KY


CUSTOMER SERVICE REPRESENTATIVE 3/26/15-4/21/15


 Using a multi-line phone, responded to inbound calls providing quality service to customers and agents regarding auto and homeowner policies. Accessed Stingray to input and look up policy numbers, coverage, policyholder, and billing information. Transferred calls as needed. Prepared outgoing mail. Processed auto and homeowner payments for customers.


XEROX – Lexington, KY


HEALTHCARE CUSTOMER CARE ASSISTANT for METLIFE AND TRICARE 6/17/13-1/7/14


 Responded to an average of twenty to one hundred twenty inbound calls in a team oriented, fast-paced call center environment, providing quality service to dental providers and Tricare members inquiring about patient benefits, enrollments, and the status of claims and checks. Assisted Tricare members who had billing questions, utilized the billing calculator via excel to figure out how much a Tricare member owed on their premium, enrollment questions, needed to find a dentist in their area, wanted to enroll themselves or their family members in the TRICARE dental program, updated and verified their contact information through Legacy and DEERS. Listened attentively to caller needs to ensure a positive customer experience. Accessed Metcare, Legacy, DEERS, JPMC, Tricare SIR, and CBS computer programs to look up and input benefit, enrollment, claim, code, and billing information and process payments via telephone for Tricare members.


 


                                                EDUCATION


 


Associate of Applied Science, Healthcare Reimbursement; MEDICAL CODING DIPLOMA


Spencerian College – Lexington, KY



  • GPA: 3.14

  • Academic Excellence Award - 2012

  • Two-time recipient of the Dean’s List Award – 2012, 2013

  • ID#: 119338
  • Location: Lexington, KY , 40517

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