SUSAN M. SELFP.O. Box 1614 | Van Alstyne, Texas972.704.

9029 |
ssc7ac74@westpost.net______________________________________________Account
Management | Customer Service | Client Relations | Complaint
Resolution | Team BuildingProactive Leadership | Employee Training
and Development | Coaching and Motivation- QUALIFICATIONS SUMMARY
-Top-performing, highly-motivated, and results-oriented CUSTOMER
SERVICE PROFESSIONAL with many years of experience and an
exceptionally strong track record of success assessing customer needs
and going above and beyond to meet those needs and provide total
customer satisfaction. Innovative, strategic thinker who excels at
anticipating problems and implementing creative solutions to address
even the most complex problems. Natural leader with proven training,
coaching, and employee-development abilities. Detail-oriented and
very organized consummate professional who always maintains the
highest level of personal integrity and customer confidentiality.-
CORE COMPETENCIES - Friendly team player who enjoys working in a
collaborative atmosphere and sharing process improvements Excellent
communication (both oral and written) and interpersonal skills to
easily establish rapport with others Computer savvy with
outstanding typing skills. Experience as a medical transcriptionist
and a strong knowledge of medical terminology- PROFESSIONAL
EXPERIENCE -SENIOR CUSTOMER CARE ASSOCIATE, Wellpoint, Inc.
(Unicare)
1998 a" 4/2010Partnered with insured individuals to address & resolve
billing inquiries and account concerns. Educated customers on
parameters of products and services. Referred calls regarding
secondary coverage to other insurance companies. Personally
selected by management to service VIP Customer Retention Team due to
excellent quality assurance Also chosen to handle customer-service
related questions for individual VIP customers Boosted Unicare
customer retention rates by resolving a high number of issues for
customers Partnered with management to train, develop, and mentor
newly-hired customer service representatives Consistently ranked in
the top 10% out of 60 to 70 customer service representatives
Recognized for ability to provide customers with "one-call
resolution" Received frequent compliments and "kudos" from
satisfied customers Selected by management to field "supervisor
calls" from junior and lower-level representatives Provided
customers with a direct-line phone number to ensure the quick
resolution of any additional issues and to ensure total customer
satisfaction Known for ability to calm irate customers so that
their issues could then be addressed and resolved_Also possess
additional experience as the Credentialing Specialist for Sweetwater
Health and the Medical Transcriptionist for Rheumatology Associates.
Also previously spearheaded, founded, developed a book of business,
and directed daily operations and services for a private medical
transcriptionist company)._- EDUCATION AND PROFESSIONAL DEVELOPMENT
-Completed courses at Dallas County Community CollegeCompleted
Customer Service Training at Kaset International