Maurice A. Glover
Indianapolis
Summary
Customer service expert with 15+ years in providing top-tier support, specializing in resolving member inquiries and issues swiftly. Proven ability to maintain positive relationships, enhancing overall satisfaction. Strong communicator with in-depth knowledge of healthcare policies, facilitating effective decision-making.
Overview
11
11
years of professional experience
Work History
Customer Care Rep
Anthem
Indianapolis
2018.04 - 2026.04
- Assisted members with questions and concerns by delivering concierge service through Anthem Health Guide model, ensuring satisfaction and effective resolution.
- Maintained positive member relationships by promptly resolving service needs, enhancing overall member experience.
- Conducted follow-up calls and emails to achieve first call resolution, reinforcing commitment to member satisfaction.
- Utilize medical policies and other resources to assist members in making the right decision concerning their healthcare.
Customer Care Associate
Conduent
Indianapolis
2017.10 - 2018.03
- Facilitated member service inquiries, guiding selection of primary care physicians, explaining member benefits, issuing identification cards, arranging transportation, addressing provider accessibility issues, managing eligibility inquiries, resolving complaints, and filing grievances.
- Responded to customer inquiries through phone and email channels.
- Resolved customer issues by utilizing company resources effectively.
- Documented customer interactions accurately in the CRM system.
Teleservice Representative
Harte-Hanks, Inc
Austin
2017.03 - 2017.04
- Handled a high volume of calls daily related to client technical support and domestic customer service from businesses and consumers based in the U.S. and other countries.
- Delivered exceptional customer experience by leveraging multiple support resources to resolve issues efficiently, achieving first call resolution.
- Managed inbound customer inquiries via phone and email.
- Documented customer interactions accurately in the CRM system.
Custodian
NuGate Group, LLC
Ft. Hood
2016.08 - 2016.12
- Maintained cleanliness of office interior using appropriate cleaning supplies and equipment to ensure professional appearance.
- Followed company safety policies to promote a safe work environment for all employees.
- Maintained cleanliness of facilities by sweeping, mopping, and vacuuming floors.
- Disposed of waste and recyclables according to company guidelines and safety standards.
- Restocked supplies in restrooms and common areas to ensure availability for staff.
Scanner
Spherion/Solix
Killeen
2015.08 - 2016.02
- Sorted, reviewed, and scanned documents for accurate entry into TEXAS LIDA Program database.
- Operated scanning equipment to digitize various documents and materials.
- Reviewed scanned documents for clarity and accuracy before processing.
- Organized and maintained electronic files for easy retrieval and access.
Education
Cybersecurity -
Indiana Tech
2024-12
Commerical G&A Business Partner Training -
2022-09
Notary -
2021-12
Certified Medical Assistant -
Cybertex Institute of Technology
2017-12
Information Technology -
Central Texas College
2014-12
United States Army
1992-08
Skills
- Customer relationship management
- Healthcare knowledge
- Regulatory knowledge
- CRM software navigation
- Data management
- Problem resolution
- Communication skills
Accomplishments
- Awarded Employee of the Month for exemplary service and performance.
- Accumulated over 100 overtime hours in support of peak season and numerous migrations.
- Selected over numerous associates to be part of the SX Digital Management Team.
Timeline
Customer Care Rep
Anthem
2018.04 - 2026.04
Customer Care Associate
Conduent
2017.10 - 2018.03
Teleservice Representative
Harte-Hanks, Inc
2017.03 - 2017.04
Custodian
NuGate Group, LLC
2016.08 - 2016.12
Scanner
Spherion/Solix
2015.08 - 2016.02
Cybersecurity -
Indiana Tech
Commerical G&A Business Partner Training -
Notary -
Certified Medical Assistant -
Cybertex Institute of Technology
Information Technology -
Central Texas College
United States Army