Rich Gordon
------------------------------------------------------------------------------------------------(C) 804-833-0842,
Objective
Seeking position that will utilize my considerable experience in the customer service and call center industry. My primary area of focus is the health and wellcare group insurance field and am proficient in HMO, Traditional, Administrative Service Contracts, and Fully Insured Contracls. I am at home in a fast paced service environment and enjoy the challenges that come with such a position.
Work Experience
Customer Service Representative (06/13/2006 – Present)
4 years
Last Employer: Aetna, Inc.
Responsibilities: - Handle member inquiries via inbound phone, correspondence, and email - Resolve complicated member issues; lapsed coverage, COBRA, claim inquiries, dependent coverage, healthcare reform questions, procedure approval inquiries - Record each contact in database, send external/internal emails and correspondence - Work dependently and within immediate department as well as external departments - Make commitments to members in regards to resolving issues and re-contacting them - Made outbound calls to members, healthcare providers, and other insurance companies - Maintain focus on quality, handle time, after call work time, schedule adherence in 5 day 40 hour work week
Accomplishments: - Consistently exceeded quality, handle time and adherence goals - Floor contact for 7 different companies; responsible for all internal inquiries regarding each company, special projects, escalated member issues - Assistant to supervisor; returning supervisor calls, assisting peers, handling escalated issues regarding members - involved in special projects such as audits, research and member projects when needed - Averaged 50-75 calls daily when on phone - Responsible for inter-departmental projects and incentives for employees
Account Services Representative (06/03/2002 – 11/09/2004)
2 years
Last Employer: SunCom - Richmond, VA
Responsibilities: - Retained customer business via inbound phone - Maintained strict phone schedule, adhered to scheduling requirements, exceeded quality and productivity guidelines - Developed in-team programs and assisted immediate supervisor with quality incentive projects, customer service skill improvement, techniques used to retain business - Resolved difficult service situations daily - Answered 65-70 calls daily
Accomplishments: - Promoted to Senior Services Representative within one year - Consistently exceeded departmental goals and objectives
Education
Establishment: Randolph-Macon College Ashland, VA
Education Period: 09/01/1999 - 05/18/1999
Speciality: English Major; Art Minor
Average Grade: 2.50
Details: - Deans list 1997-1998 - Member of school Newspaper 1995 - 1999 - Treasurer InterFraternity Council 1994-1995
Skills
- Excellent customer service skills - Advanced phone interaction skills; building repetoire, compasion, understanding, the prompt delivery of information, customer/member education - Strong communication skills, both written and oral - Works very well with others or independently - Place high emphasis on exceeding personal and company goals - Comfortable resolving complicated/escalated member issues
Computer Skills: - 70+ WPM - Proficient in Office, Excel, Adobe Paintshop, PowerPoint, Word - Strong foundation in Microsoft software, backend systems
Additional Information
I am a strong asset to any team and enjoy the fast paced environment that a call center provides. While my focus lies in meeting and exceeding my own and my deparment's goals, I find that what I enjoy most is helping people- whether they be our members, or the person sitting next to me.
Interests
I am an artist and have worked with Aetna to fill several different roles regarding their needs for logo design, office projects, and PowerPoint presentations.