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Candidate's Name  EMAIL AVAILABLE  PHONE NUMBER AVAILABLE  PHONE NUMBER AVAILABLECoopersburg, PACustomer Service RepresentativeCustomer-focused and detail-oriented professional with extensive experience providing excellent services to ensure maximum client satisfaction and retention within the healthcare sector. Expert problem solver and articulate communicator; adept at identifying and effectively resolving clients concerns with a focus on ensuring prompt, courteous customer service. Well-versed in delivering high-level administrative support, maintaining records and filing systems with accuracy, and answering multiple phone lines in a fast-paced, customer-centric environment. Capable of training, motivating, and leading cross-functional teams by fostering a collaborative work environment to enhance service efficiency. Skilled in operating various pieces of equipment to produce documents and prepare detailed reports. Proven success in cultivating and maintaining strong working relationships with key clients and stakeholders. Possesses strong multitasking, time management, leadership, and decision-making skills. Core Competencies Customer Satisfaction & Retention Documentation & Reporting Complaint Management Customer Relationship Management Medicare & Medigap Claims Processing Telephone Etiquette Training & Development Cross-functional Collaboration Continuous Process Improvement MS Office Applications Quality AssuranceProfessional ExperienceThe Loomis Company, Wyomissing PA 2020 to PresentCustomer Service RepresentativePerform outgoing calls and transfer calls as needed. Conduct maintenance and updates to customer accounts. Request fulfillment items and fax requests via email. Carry out several other duties as assigned by senior management. Assisted Spanish-speaking customers by connecting them with an interpreter and bringing them into the call. Processed several phone calls about claims and benefits from clients of our major medical plans and medical offices. Optum Services Inc, Minnetonka, MN 2005 to 2020Customer Service RepresentativeDirected large amounts of incoming calls regarding Medicare Supplement plans and other healthcare plans. Contacted customers via outgoing calls as needed. Updated and corrected accounts within the database. Encouraged callers to join AARP or renew their memberships. Assisted with processing, claim preparation, and microfilming. Communicated with callers empathically and provided the highest level of service. Identified and assessed needs to deliver effective solutions to customers, resolve complaints, and gain satisfaction. Established long-term relationships with customer accounts by responding to client inquiries in a timely and transparent manner. Processed customer accounts and maintained records of customer interactions, comments, and complaints. Improved customer acquisition and retention rates by promoting services to new and existing customers. Drove business growth and customer satisfaction through effective management of customer service activities. Demonstrated excellent customer service skills to consistently maintain a quality review score of 90% or higher. Ensured time between calls met business metrics of 15-20 seconds. Recognized by callers for compassionate listening, proactive conversations, and timely resolutions. Received up to 3% of eligible calls resulting in AARP enrollment or membership renewal. Completed assigned tasks in a timely and accurate manner; escalated any issues encountered. Licenses & CertificationsLicensed Contingent Sales Agent