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Click here or scroll down to respond to this candidateSummary:Candidate's Name
(Street Address ,United States) EMAIL AVAILABLETel: PHONE NUMBER AVAILABLE PHONE NUMBER AVAILABLESkills:IT Experience (10 years)5+ Years of Customer Service roles,developing a deep understanding of customer needs, preferences, and expectations. My extensive experience in handling inbound and outbound calls, as well as interactions via email, online chat, and social media, has equipped me with the expertise to effectively resolve customer inquiries and concerns across various channels.Technical Proficiency: I am adept at providing computer support and troubleshooting technical issues, possessing in-depth knowledge of numerous software packages and operating systems. My technical skills enable me to assist customers with a wide range of technical problems and provide efficient solutions to enhance their overall experience.Exceptional Communication Skills: I pride myself on my strong communication skills, both verbal and written, which allow me to effectively convey information, listen to customer needs, and provide clear and concise assistance. My ability to communicateem pathetically and professionally contributes to positive customer interactions and fosters trust and rapport.Customer-Focused Approach:I am deeply committed to delivering exceptional customerservice and strive to exceed customer expectations in every interaction. My customer- focused approach drives me to go above and beyond to address customer needs, resolve issues promptly, and ensure customer satisfaction.Team Player: I work well in team environments and collaborate effectively with colleagues to achieve common goals. I am adaptable, flexible, and willing to support team members to ensure collective success. My collaborative spirit and positive attitude contribute to a positive work culture and foster a sense of camaraderie within the team.Results-Oriented: I am results-oriented and focused on achieving key performance metrics and targets. My track record of success in meeting and exceeding performance goals, such as call resolution times and customer satisfaction scores, demonstrates my commitment to driving positive outcomes for both customers and the organization.Continuous Learner: I am dedicated to continuous learning and professional development, actively seeking opportunities to expand my skills and knowledge in customer service best practices, industry trends, and emerging technologies. My eagerness to learn and adapt tonew challenges positions me as a valuable asset who can contribute to the ongoing success of your organization.Proficient in using various travel booking platforms such as Sabre, Amadeus, and Travel port.Strong communication skills, both verbal and written, with an ability to interact effectively with clients and colleagues.Detail-oriented with a strong ability to organize and prioritize tasks.Knowledgeable in travel-related matters such as visa requirements, travel insurance, and currency exchange.Fluent in English which enables me to communicate effectively with clients from diverse cultural backgrounds.Customer service/Data EntryAnalytical and problem-solving skillsMultitasking and organizational skillsAbility to answer a high volume of calls and/or emails daily /Ability to share work among a customer service teamAttentiveness and patience Operates the following:Microsoft officeWindowsCRM soft-wares like Zen desk,Sales-force,JIRA etcAnalysis skillsGoogle DocsVPNRemote access softwareLANMac OSLinuxEducational Background:I.Bachelors degree in Post and Telecommunication University of Minnesota /Carlson school of management- June 2016.II.Scrum Master/Digital marketingOutstanding Roles played in the Past 10years:Handling inbound and outbound calls: Answering customer inquiries, addressing concerns, and providing information about products or services.Resolving customer complaints: Listening to customers' issues, troubleshooting problems, and finding solutions to ensure customer satisfaction.Processing orders and managing customer accounts: Assisting with product orders, cancellations, refunds, and account updates.Providing product or service information: Educating customers about features, pricing, promotions, and any other relevant details.Offering technical support: Assisting customers with troubleshooting technical issues, guiding them through problem-solving steps, and escalating complex technical problems when needed.Following communication scripts and call center policies: Adhering to company guidelines, maintaining professionalism, and ensuring quality customer interactions.Documenting customer interactions: Recording details of conversations, inquiries, complaints, or comments to maintain accurate customer records.Up-selling or cross-selling: Identifying opportunities to recommend additional products or services that align with the customer's needs.Collaborating with team members: Working together with colleagues to share insights, best practices, and resources to improve overall team performance.Meeting performance metrics: Achieving call handling quotas, call resolution targets, customer satisfaction goals, and other performance metrics set by the call center management.Leveraged extensive experience in reviewing claims submitted by policyholders, healthcare providers, or third-party administrators, demonstrating meticulous attention to detail and adherence to regulatory requirements and industry standards in claims processing.Utilized advanced analytical skills to verify patient information, policy details, and medical records, ensuring accuracy and completeness in determining eligibility and coverage for services rendered, thereby minimizing claim discrepancies and maximizing revenue integrity.Demonstrated proficiency in analyzing claim documentation, including diagnosis codes, procedure codes, and supporting documentation, to assess claim validity and compliance with insurance policies and contractual agreements, facilitating timely and accurate claims adjudication.Employed effective communication and problem-solving skills in investigating claim discrepancies, errors, or inconsistencies, proactively resolving issues through collaboration with policyholders, providers, and other relevant parties, thereby enhancing claim processing efficiency and customer satisfaction.Documented claim review findings, actions taken, and resolutions in claims management systems or databases, maintaining comprehensive and accurate records to support audit compliance and ensure accountability.Collaborated cross-functionally with internal departments, including customer service, billing, and underwriting, to facilitate seamless claims processing and resolution, fostering effective communication channels and streamlining work-flow processes.Provided responsive support and assistance to policyholders, providers, or third-party administrators regarding claim inquiries, status updates, or appeals, demonstrating aWorkforce Sr Analyst Customer Service RepresentativeWorking Solutions - (Remote) Jan 2020 Jul 2022Demonstrated senior-level expertise in monitoring and delivering real-time call volume of inbound andoutbound call traffic, utilizing advanced analytical skills to forecast call volume, schedulePartnered closely with operational leadership to ensure acceptable service levels, abandonrates, and active rates across multiple departments, including Connection Center Team, Customer Assistance Center, GM Rewards, and Member Services, fostering strong collaborative relationships and effective communication channels.Employed a proactive approach to identify and address system or telephone problems identified by team members, documenting issues and providing follow-up to ensure timely resolution, thereby minimizing disruptions and maximizing productivity.Conducted comprehensive analysis of past call volume, interval arrival patterns, andstaffing patterns to develop monthly and long-range forecasts, recommending staffingadjustments and resource allocation strategies to meet service goals and optimize workforce efficiency.Generated and distributed daily, weekly, monthly, and ad hoc reports to management, providing valuable insights and performance metrics to inform decision-making and drive continuous improvement initiatives.Played a pivotal role in monitoring break and lunch schedules, tardiness, and early departures due to sickness or family emergency, ensuring proper staffing levels andadherence to operational protocols, while also evaluating opportunities for down-staffingor overtime to optimize resource utilization.Acted as a senior-level resource for operational leadership and client management, escalating larger system or telephone problems and providing assistance with work schedule revisions, time-off requests, and ad hoc reporting requests, demonstrating reliability, professionalism, and strong problem-solving abilities.Proactively monitored and reported on trends for key performance indicators (KPIs), such as Occupancy, Service Level, Average Handling Time (AHT), and Absenteeism, identifying areas for improvement and implementing targeted strategies to enhanceperformance and productivity.Communicated effectively with supervisors and fellow employees to ensure accuracy inprocessing food orders and generating reports, consistently meeting high-quality standards in customer service delivery.Seamless communication via inbound and outbound calls with flight attendants and Airport Tower personnelto guarantee the precise delivery of items tailored to each flight's specifications, demonstrating strong attention to detail and coordination skills in a fast-paced airport environment.Took initiative in food and meal preparation, including meal kits, ensuring adherence to strict safety and quality standards, and consistently exceeding customer expectations.Held a DFW SIDA badge, demonstrating compliance with airport security regulations and the ability to pass customs procedures, showcasing trustworthiness and reliability in sensitive operational environments.Possessed a Class B CDL license, enabling safe and efficient transportation of goods andmaterials, exemplifying professionalism and proficiency in logistical operations.Thrived in a high-pressure environment, consistently meeting tight deadlines and effectively collaborating with flight staff to ensure smooth and efficient service delivery, even under challenging circumstances.Handling inbound and outbound calls: Answering customer inquiries, addressing concerns, and providing information about products or services.Utilized proficiency in various travel booking platforms to efficiently book domestic andinternational flights for clients, leveraging comprehensive knowledge of airline routes, schedules, and pricing options to optimize travel arrangements.Exhibited strong organizational skills and coordination abilities in seamlesslycoordinating travel itineraries for clients, including booking accommodations, arranging,Demonstrated reliability and integrity in operating the cash register, processing payments,and handling cash transactions accurately and securely, ensuring compliance with financial protocols and maintaining accountability.Collaborated effectively with pharmacists and team members, assisting with various tasksas needed, demonstrating flexibility and teamwork to support the efficient operation of the pharmacy.Maintained a clean, organized work environment, including stocking shelves, monitoringinventory levels, and filing papers/prescriptions, contributing to a safe and efficient workflow and enhancing the overall customer experience.Overall, I am confident that my combination of experience, skills, and qualities aligns well with the requirements of this role and would enable me to make meaningful contributions to your team and organization. I am excited about the opportunity to bring my expertise to your Company and contribute to its continued success.I am an experienced Call center agent, Customer Service Representative and Claims Analyst with a diverse background in health-care operations,Insurance assistance, data analysis, and customer support spanning over a decade I possess strong technical proficiency in providing computer support, troubleshooting systems, and utilizing various software packages and operating systems.I excel in communication, demonstrating exceptional verbal and written skills to effectively address customer inquiries and resolve concerns across multiple channels. With a customer- focused approach, I am committed to delivering outstanding service, exceeding expectations, and fostering positive relationships.I am a collaborative team player, results-oriented, and continuously seek opportunities for professional growth and development. I hold a Bachelor's degree in Post and Telecommunication from the University of Minnesota and have played outstanding roles in previous positions at nThrive, Working Solutions, Chick-fil-A, Southwest Airlines, and Rite Aid Pharmacy.With my extensive experience, skills, and dedication, I am well-equipped to excel in roles such a call center representative, Customer Support Specialist, or Pharmacy Clerk/Data Entry Clerk. I am eager to leverage my expertise and contribute to the success of my next employer.Call center RepresentativenThrive - Remote, United States Jul 2022 Dec 2023 Responsibilities:Responsibilities:Customer Service RepresentativeChick-fil-A - Dallas, TX Jan 2018 Dec 2020Responsibilities:Customer Support SpecialistSouthwest Airlines (Remote) Dec 2015Apr 2018 Responsibilities:transportation, and providing recommendations for activities and attractions, resulting in seamless and enjoyable travel experiences.Provided expert guidance and advice to clients on visa requirements, travel insurance options, and other travel-related matters, demonstrating in-depth knowledge of international travel regulations and best practices.Maintained meticulous records of clients' travel details and preferences, leveragingadvanced database management skills to ensure accuracy and accessibility of informationfacilitating streamlined and efficient service delivery.Handled client complaints and issues with professionalism and efficiency, utilizing strongproblem-solving skills and effective communication techniques to address concerns and resolve issues to the satisfaction of clients, thereby fostering positive client relationships and loyalty.Demonstrated exceptional multitasking abilities and attention to detail by efficientlymanaging assigned pharmacy workstations and tasks, ensuring prompt, safe, and accuratefilling of patient prescriptions while providing essential support to team members.Utilized strong customer service skills and professionalism in greeting and assisting customers, responding to inquiries, and providing information on medications and potential side effects, fostering positive patient experiences and satisfaction.Exercised proficiency in data entry and accuracy in processing and filling prescriptions,meticulously inputting and verifying prescription information to ensure compliance with regulatory requirements and patient safety standards.Leveraged excellent communication skills in answering phone calls, responding to emailsand directing inquiries to the appropriate staff member, maintaining effective communication channels and facilitating timely resolution of patient concerns.Pharmacy Clerk/Data Entry ClerkRite Aid Pharmacy New York, USA May 2012 - Nov 2015 Responsibilities: |
