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Click here or scroll down to respond to this candidateCandidate's Name
Liverpool, NY Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLEWork ExperienceCustomer Care AdvocateExcellus BlueCross BlueShield-De Witt, NYJuly 2020 to Present I provide exceptional customer service and support to resolve inquiries, complaints, and issues in a timely manner on every customer contact. I maintain a high level of professionalism and empathy while interacting with customers to ensure their satisfaction. I effectively communicate product information, policies, and procedures to customers to address their concerns and provide accurate solutions. I manage a high volume of incoming calls, emails, and live chats from customers seeking assistance or information. I resolve 98% of customer issues on the first contact by utilizing extensive product knowledge and problem-solving skills. I collaborate with cross-functional teams including sales, technical support, and billing departments to resolve complex customer problems. I document all interactions with customers accurately in the CRM system for future reference and analysis. I identify recurring customer issues or trends through data analysis and provide feedback to relevant teams for process improvement. I assist in training new customer care advocates on company policies, procedures, products/services knowledge, and effective communication techniques. I develop strong relationships with key clients by providing personalized attention tailored to their specific needs. I implement proactive measures such as follow-up calls or emails to ensure customer satisfaction after issue resolution or purchase completion. I contribute ideas for improving overall customer experience based on feedback received from customers during interactions. I participate in regular team meetings to discuss challenges faced by customers and share best practices for resolving them effectively. I am recognized as a top-performing advocate based on consistently exceeding monthly performance targets. I receive positive feedback from 98% of surveyed customers regarding the quality of service I provide. I maintain up-to-date knowledge of company products, services, promotions, and policies to provide accurate information to customers. I act as a brand ambassador by consistently delivering exceptional service that align with the company's values and mission.Patient Support RepresentativeStaffing Solutions Inc-Syracuse, NYAugust 2018 to February 2020 Receive incoming calls at Medtronic Inc.@Wipro from patients who recently had a Medtronic pacemaker or Medtronic defibrillator implanted and want to order a Myca Relink Home Heart monitor, then assist them in doing so. Perform several troubleshooting methods by phone with patients who call in for assistance with operation of a Myca Relink Home Heart monitor. Using a pc and headset, while navigating a mouse throughout several screens, I provide essential and vital information on home heart monitor orders, set-ups, and troubleshooting to aid patient in Remote Monitoring, which saves patient from traveling back and forth to clinic for implant device checks. Customer Service Assistant to Sales RepAvon Products Inc.. Accompanied an Avon Sales representative in delivering orders to customers on a bi-monthly basis. Performed data entry and microsoft word/excel to keep track and maintain records of each customer. Assisted customers to provide them the most essential, efficient, convenient and enjoyable products available to fit their lifestyle needs and desires. Data Entry Clerk/Customer Service RepresentativeComforce Solutions Inc. - NYS Dept. of Transportation-New York, NY July 2016 to June 2017Home Again/Muscular DystrophyDewitt, New York Input alpha and numeric data from documents containing parts and equipment information to keep track of inventory on a temporary assignment. Received incoming calls from customers seeking information about pet protection program and assistance with enrollment. Received commission for selling pet collar tags to enrolled clients. Performed data entry of demographic information of applying customers into company system Placed outbound calls to company owners and supervisors, from prepared company listings to request their participation in a community charity event, in hopes of raising money to donate to sufferers of Muscular /Dystrophy.Customer Service RepresentativeAdvantage Care Physicians-East Syracuse, NYApril 2015 to April 2016Received incoming calls from patients as well as physicians located in New York City. I generated referral requests to specialists, scheduled doctor appointments, provided telephone website assistance with patients, transferred calls to appropriate units requested and verified doctor's insurance coverage for patients.Customer Service RepresentativeComforce Solutions Inc-New York, NYNovember 2014 to March 2015Relay OperatorCSD NY RELAY-Syracuse, NYJuly 1998 to May 2014I answered incoming calls from persons who are Deaf/Hard if Hearing, to assist them in making outbound for personal and business reasons alike. I acted as a Third Party "live wire" to type all dialogue of a hearing person over to a deaf/hard of hearing person's TTY machine. After reading the text, the deaf/ hard of hearing person would type their response back to my PC, which I would read back to hearing person; simultaneously.I typed 80 wpm during my time being employed as a Relay Operator. I established important key relationships with repeat customers. I consistently received 95% call satisfaction scores based on my work performance. EducationAssociates degree in Word ProcessingStratford Business School - Syracuse, NYAugust 1985 to May 1987Skills Answering (10+ years) Telephone (10+ years) Data entry (10+ years) Filing (10+ years) Typing (10+ years) Organizational skills (10+ years) Customer relations (10+ years) Excellent organizational skills (10+ years) Call Center (10+ years) Customer Service (10+ years) 10 Key Data Entry (10+ years) CRM Software (10+ years)Additional InformationSkills Excellent Organizational Skills Strong Customer Relations Skills Computer Proficiency Data Entry Telephone Answering, 12-Line System 10-Key Calculator Filing Typing speed 60 words per minute Microsoft Proficient |
