ARTHUR ARMSTRONG
Minneapolis,MN
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Technical Support Representative
Alarm.com
01.2023 - 08.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Researched product and issue resolution tactics to address customer concerns
Shareholder Services Representative
Equiniti Group
06.2021 - 10.2022
- Answered incoming customer phone calls inquiring about their investment accounts in a detail-oriented environment
- Handled customer inquiries related but not limited to numerous investment products such as transfer agent processing, lost property, and proxy services.
- Documented problems and corrective actions to maintain records.
Customer Care
Long Term Care Group
06.2020 - 06.2021
- Providing telephonic customer service to Long Term Care policy owners, financial representatives/agents and client representatives
- Answering and responding to telephone and/or electronic inquiries regarding Long Term Care benefit administration, policy owner eligibility and claims processing
- Documenting all calls and related correspondence using the LTC insurance system or other proprietary tools and office processes; document follow-up calls, voicemails and any other pending service requests
- Providing prompt, courteous and excellent service to internal and external customers at all times
- This includes obligation to actively cooperate and interact with other departments to advance overall interest of the company
- Taking ownership regarding aspects of call management and escalation of issues
- Ensuring issues are referred to appropriate areas; leveraging internal relationships to ensure efficient issue resolution; involves leadership when necessary
- Other duties and projects as assigned, including assisting with production of Policy Owner Services duties as required
- This includes updating databases and recording information in proper location.
Masterson Personel Staffing, DRC Warehouse
01.2019 - 03.2020
- Shipping education standardized test via warehouse
Customer Service Representative
Willis Towers Watson
10.2014 - 08.2018
- Supported the delivery of the agreed upon service to the client(s), Provided call center/customer service support
- Predominantly inbound customer service calls (though it entailed outbound calls for follow-up)
- Responsible for upholding the Service Level Agreement (SLAs) and achieving a high level of client satisfaction
- Working closely with the Client Relationship Managers or Operational Managers to resolve issues and identify opportunities for increasing the value of the service to the client(s)
- The Role
- Perform customer service support and meet clients day to day administrative needs with respect to defined benefit pension plans
- Respond professionally to customer inquiries/complaints received via phone or e-mail ensuring that appropriate action is taken, including follow up
- Researched participant questions and plan issues
- Maintained complete and accurate case notes
- Read and understand (ongoing) the client plan documents, amendments, etc
Reimbursement Specialist
Mckesson Corporation
03.2014 - 04.2014
- Managed complex reimbursement issues
- Worked closely with healthcare providers and patients to assist with appeal management for claim denials
- Works with physicians and payers to advocate for product specific coverage per payer specific
- Obtained payer specific prior authorization procedures and documentation requirements if applicable and facilitate the prior authorization process for patients and healthcare providers
Customer Service Specialist
The Hartford
05.2013 - 11.2013
- Answered incoming calls regarding annuity products ∙ Change customer contracts to reflect updated increases ∙ Emailed various departments to make changes or mail out correspondence
Collector 1
US Bank
08.2005 - 06.2012
- Collecting payments on assigned delinquent accounts by reviewing documentation, contacting customers/clients by telephone and/or written correspondence and arranging repayment schedules in order to minimize loss to the organization.
Check Advisor
Target Financial Services
01.2004 - 12.2004
- Handled both inbound and outbound phone contacts with tact and professionalism ∙ Consistently followed up and updated accounts when payments were received as promised
- Trained new hires on company policy and procedures, billing and collection systems, state and federal laws, rules and regulations governing collections.
Kelly Services
08.2003 - 02.2004
- Effectively adapted to new work environments
- Provided administrative, customer service, data entry and/or clerical support on each assignment
- Self-motivated and proactively sought out new assignments and positions.
Third Party Collection Coordinator
Park Nicollet Health Services
04.2001 - 08.2003
- Communicated billing status with patients, medical staff, lawyers, and workers compensation carriers by phone, mail or in person
- Quickly resolved inquiries to ensure prompt reimbursement on the accounts receivable and credit balance invoices.
Commercial Loan Payment Processor
Wells Fargo Bank
05.1998 - 04.2001
- Applied customer payments in a timely manner
- Determined appropriate action plan for outstanding payment concerns
- Interfaced with commercial loan bankers via phone and written correspondence.
Education
GED -
Tyler Junior College
Tyler, TX02.1994
Skills
- Responding to Technical Questions
- Troubleshooting and Assistance
- Issue Troubleshooting
- Tracking and Documentation
- Creative Issue Resolution
- Collaborative Team Player
- Customer Communication and Empathy
- Call Center Operations
Visual Effects Artist...I love all things Sci-Fi
I am an inspiring visual effects artist. Spending most of my spare time learning camera techniques and compositing software so someday I can make a science fiction movie based in a futuristic Minnesota.
Timeline
Technical Support Representative
Alarm.com
01.2023 - 08.2023
Shareholder Services Representative
Equiniti Group
06.2021 - 10.2022
Customer Care
Long Term Care Group
06.2020 - 06.2021
Masterson Personel Staffing, DRC Warehouse
01.2019 - 03.2020
Customer Service Representative
Willis Towers Watson
10.2014 - 08.2018
Reimbursement Specialist
Mckesson Corporation
03.2014 - 04.2014
Customer Service Specialist
The Hartford
05.2013 - 11.2013
Collector 1
US Bank
08.2005 - 06.2012
Check Advisor
Target Financial Services
01.2004 - 12.2004
Kelly Services
08.2003 - 02.2004
Third Party Collection Coordinator
Park Nicollet Health Services
04.2001 - 08.2003
Commercial Loan Payment Processor
Wells Fargo Bank
05.1998 - 04.2001
GED -
Tyler Junior College
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