PAULA SWAFFORD
Independence
Summary
Practiced customer service professional with expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining the privacy of confidential and sensitive information.
Overview
26
26
years of professional experience
Work History
Customer Care Representative
GEHA
Independence
05.2017 - 12.2024
- A customer service representative takes inbound calls from members and providers.
- Assisting customers with benefits, claims, web assistance, and other miscellaneous inquiries.
- Performs verification of coverage, benefits, and claim research.
- Documentation of all correspondence.
- Provides information for the completion of the submission of claims.
- Verifies provider records and, when needed, reports any updates.
Commercial Research Associate
Xceligent
Blue Springs
05.2016 - 05.2017
- Build and maintain customer relationships through the professional execution of data plans.
- Extract information from data sources, and input it into the CDX system.
- Navigate the internet for research purposes.
- Collects member and non-member sales and leases of properties.
- Performs routine audits to validate property information through telephone contact, county records, and other data sources.
- Investigate and resolve customer concerns.
Risk Interviewer II/Remote CSR
ExamOne
Lees Summit
06.2009 - 05.2016
- Handling a large number of inbound and outbound customer calls effectively and efficiently.
- Processed confidential medical and financial information for insurance policies.
- Completing call logs and reports, and responding to customers' inquiries.
- Contacted consumers from the prepared list to conduct interviews to obtain information.
- Managed multiple priorities and maintained effective results in a quota-driven workplace.
- Accepted assignments with an open, cooperative, positive attitude.
- Met or exceeded service and quality standards.
- Manages specific requirements stipulated by each client company.
Data Entry Operator/Accounts Receivable
Accounts Receivable Options
Kansas City
01.1999 - 01.2007
- Handle customer inquiries, complaints, billing questions, and payment extension/service requests.
- Locate resources for problem resolution, and design best-option solutions.
- Interface daily with internal partners in accounting, field services, new business, operations, and consumer affairs divisions.
- Developed strong relationships with established accounts.
- Invoice reconciliation.
- Performed queries in multiple databases.
Education
High School Diploma -
East High School
Kansas City, MOSkills
- Customer service
- Claims processing
- Call Center Service Operations Expert
- Complaint handling and dispute resolution expert
- Multi-line phone use expert
- Attention to detail
- Research skills
- Empathy and patience
- Multitasking and prioritization
- Teamwork and collaboration
Timeline
Customer Care Representative
GEHA
05.2017 - 12.2024
Commercial Research Associate
Xceligent
05.2016 - 05.2017
Risk Interviewer II/Remote CSR
ExamOne
06.2009 - 05.2016
Data Entry Operator/Accounts Receivable
Accounts Receivable Options
01.1999 - 01.2007
High School Diploma -
East High School
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