Mary Glamuzina
Denham Springs
Summary
Experienced Customer Service Representative with 7 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Humana
01.2022 - 02.2024
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Exceeded first-call resolution targets by actively listening to concerns and addressing them thoroughly.
- Knowledge of CPT/ICD 10 coding
- Knowledge of Medicare and Medicaid guidelines
Customer Service Representative
GDIT
06.2019 - 01.2022
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Met customer call guidelines for service levels, handle time and productivity.
- Expanded knowledge on medical terminology, ICD10/CPT coding
- Knowledge of Medicare and Medicaid guidelines
Customer Service Representative
Express Toll Contact Center
08.2017 - 04.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Updated account information to maintain customer records.
Education
GED -
Pearl River Central High School
Carriere, MS05.2006
Skills
- Customer satisfaction measurement
- Resolving issues
- Relationship Building
- Medical terminology knowledge
- Proficient in translating healthcare-related jargon and complex processes into simple, step by step instructions
- Knowledge of Medicare and Medicaid guidelines
- Knowledge of CPT/ICD 10 coding
- Prior experience in an automatic call center
Timeline
Customer Service Representative
Humana
01.2022 - 02.2024
Customer Service Representative
GDIT
06.2019 - 01.2022
Customer Service Representative
Express Toll Contact Center
08.2017 - 04.2019
GED -
Pearl River Central High School
Similar Profiles
Patricia Y. FrazierPatricia Y. Frazier
Enrollment Specialist at HumanaEnrollment Specialist at Humana
Tim HowardTim Howard
Medicare Agent at HumanaMedicare Agent at Humana
Sonya SimsSonya Sims
Medicare Sales Agent at HumanaMedicare Sales Agent at Humana