Keith Affeld Email & Phone Number

Sparks Glencoe, Maryland, United States

• Leads a team of 25 employees in a 13-queue inbound call center fielding an average monthly volume of 16,000 calls.
• Analyzes daily, weekly, and monthly call center metrics to determine queue priority, and to track performance and create proactive customer service care strategy by utilizing the call distribution software reporting.
• Monitors individual progress to provide one-on-one, on-going coaching and motivation to engage the customer service team to achieve objectives by providing tools, encouraging best practices and individual/team.
• Uses critical thinking to perform qualitative and quantitative analysis to make sound decisions.
• Provides customer service and de-escalates situations on complex, time sensitive, escalated issues that are most often sensitive in nature relating to calculation of medical claims, and monthly pension check processing.
• Conducts the hiring process through interviews and makes the selection of all qualified candidates.

Sparks Glencoe, Maryland, United States

• Closely monitored Team Leader and Trainer and reported to supervisor weekly.
• Gave feedback counseling for performance reviews.
• Managed and answered queries from customers and healthcare providers, via the online portal on the company website.
• Conducted training of Team Leaders and Trainers on benefit plan changes.
• Back-up for supervisor duties.
• Consistent interdepartmental collaboration to resolve call queries.

Sparks Glencoe, Maryland, United States

• Trained all Customer Service Representative new hires.
• Cross-trained existing Customer Service Representatives on new call-queues, and medical and pension policy changes.
• Consistently maintained a monthly call volume to meet the call center goals and call metrics.
• Interdepartmental collaboration to resolve complicated medical claims processing and adjustments.
• Demonstrated the ability to effectively communicate firm knowledge of the different plans of benefits to coworkers, customers and medical providers when there are questions.
• Collaborated with the Assistant Supervisor in the maintenance of the call center training manual.

Sparks Glencoe, Maryland, United States

• Answered inbound phone calls from phone queues in a call center environment.
• Assisted customers and providers with verification of benefits, resolved monthly pension check related processing issues, and explained complicated medical claims processing calculations.
• Worked closely with call center management to increase customer satisfaction by proactively resolving customer concerns to prevent escalated calls.
• Performed quality control checks by verifying account accuracy through work flow processes, and confirmed that security procedures were followed during phone calls, to protect customer privacy.
• Prioritized phone wrap-up work while maintaining daily call metrics.
• Provided customer education regarding their medical and pension plans.

Sparks Glencoe, Maryland, United States

• Processed a high volume of electronic and paper medical claims.
• Coded medical claims for payment utilizing internal benefit coding system.
• Familiar with CPT and diagnostic coding.
• Responsible for learning the different benefit plans.
• Strong PC and keyboarding skills.

Hunt Valley, Maryland, United States

• Successfully obtained the Mid-Atlantic Adjuster’s State Licenses for South Carolina, North Carolina, Delaware, Virginia, West Virginia, and Maryland.
• Conducted on-going investigations to determine customer liability for McDonald's Corporation fast-food locations by taking first and third party recorded statements.
• Conducted on-going investigations to determine liability regarding automobile accidents for PHH Corporation by taking first and third party recorded statements.
• Negotiated and settled third party bodily injury cases for McDonald's Corporation and PHH Corporation.
• Consistently met customer service and claim handling standards with a monthly claim closing ratio of 80% to 90%.