1. El i z ab eth D ei chm ann
2 / 2 7 / 2 0 1 5 Customer Service Professional
6 6 4 6 C r e s t l i n e D r .
5 1 7 - 4 1 0 - 1 8 6 9
E l i z a b e t h d d e i c h m a n n @ g m a i l . c o m
Skills and Career Vision
Word, Excel, Power Point, Accurate Typist, Data Entry, Social Media Sites. I vision being employed
Senior Customer Service Representative in Sales or Healthcare.
Data Entry, Typing, Word, Excel, Power Point
Knowledge of UB92 Billing and Hippa
Knowledge in ICD-9 and CPT-4 coding.
Knowledge of medical terminology.
Experienced in healthcare benefits and working with providers and patients.
For more than 15 years working with the general public in a customer service position.
Excellent Phone Etiquette
Trainer and Coach
Retail Sales Associate
Comcast - Lansing, MI - July 2014 to Present
To Identify and implement new process plan to improve customer support service.
Manage large volume of customers in a friendly and courtesy manner.
Provide outstanding and exceptional customer service.
Greet and address customers in a friendly and respectful way.
Maintain procedures and processes for first level problem determination.
Top 25% of Company for Sales. Assisted with new policy training's, to train other.
Improved Sales Focus, Lead Sales Meetings.
Maintained records for cash handling for the office.
Supervised Security for cash transactions.
Streamlined Customer Focus with One Stop Resolution.
Skills Used, Clear Communication, Knowledge of the Products, Time Management, A Calming
Presence, Goal Oriented
Focus, Ability to Handle Surprises, Persuasive Skills, Closing Ability, and of course Willingness to
2. Eligibility and Benefits Representative
Meritian/Aetna - Okemos, MI - February 2013 to May 2014
Experience in Health & Welfare benefit programs
Expert resolution of claim and policy discrepancies with employees
Assisting employees with claims questions and /or issues
Analyze and research details of Meritain Health support web site, benefit plans and contracts,
Administration of medical insurance (including PPO, POS, HMO, and Self-Funded) CPT Codes.
Negotiate and resolve claim and policy discrepancies between insurance carriers and health
Explain the benefits and the ongoing revision of the employee manual per self-funded plans and
Any other questions related to our company’s software and benefits
Ascertain claim payment information and directed calls to appropriate departments
Sales Team Associate
Broadstripe - Potterville, MI - August 2008 to March 2011
Demonstrate superior product knowledge to new and existing customers by promoting the features
Of our telecommunication products and services.
Resolve customer complaints and concerns through active listening, empathy and professionalism.
Build customer loyalty by taking ownership of billing/technical issues and developing solutions to
Apply my analytical skills to troubleshoot various issues and provide level 1 technical support for
Internet, and telephony products.
Promote additional video, voice, and data products which customers are not receiving from us by
Differentiating our products and services from those of our competitors.
Maintain over 95% productivity levels at all times while delivering moments of excellence to our
Understand all marketing/promotional campaigns, track daily and monthly sales goals, and follow
Everett High School– Lansing MI, High School Diploma with Honors ▪ 1986
Lansing Community College – Credits exceed Associates, 1990
Comcast University, On-line, continuous learning in Customer Service, Leadership Skills and Sales