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Click here or scroll down to respond to this candidateDetrice Hill 2411 E Franklin St. Apt. 10Richmond, VA Street Address
PHONE NUMBER AVAILABLEPersonal Email:EMAIL AVAILABLEWork ExperienceCustomer Service RepresentativeRichmond City Hall-Dept Of Public Utilities - Richmond, VA January 2023 to April 2024 Managed high volume calls, investigated and resolved inquiries and high bill complaints De-escalated upset customers, as well as educated customers about payment options Reported gas and water emergencies and outages to dispatch Provided data for customers requesting new services or disconnections Customer Service Rep-Work-from-HomeAdministrative Assistant22nd Century Technologies - Richmond, VAFebruary 2022 to May 2022 Responding to billing inquiries and handle customer's high bill complaints Worked collaboratively with other team members, and call center staff to ensure that timely, smooth quality service is provided. Go over website features with customers, Business FAQs,Reinstatements and business names Directed high-volume calls to appropriate dept, advise customer on third party verification purposes CSR/SchedulerRandstad USA Agency - Richmond, VASeptember 2020 to January 2022 Provided exceptional customer service to all members and providers. Received calls daily from members who wanted to renew or apply for the State of VA Medicaid. Explained Benefits and Eligibility with members. Educated members on various health plans HMO, PPO, and medicaid Scheduled members for transportation to appointments Customer Service RepresentativeTMobile Corporate Call Center - Richmond, VAOctober 2017 to June 2020 Receive high volume calls daily, consistently delivering First Call Resolution by giving detailed, personalized service to ensure customer retention and satisfaction Answer customers quickly and efficiently. Educate customers on products and services when relevant. Received an average 90% customer satisfaction. Met and exceeded call center metrics: customer satisfaction, delinquent dollars collected, and first call resolution goals during my tenure respectfully.EducationGEDAdult Career Development Center - Leigh, NESeptember 1994 to April 1995Skills Customer Support/Call Center/HIPAA Certified (10+ years)/Outlook/Customer Service/Excel/Word/ Time Management/Senior Care/Epic Software/Teams/VPN/ Remote Access Software Attention to detail (10+ years) Effective communication skills Epic software Data Entry Excel Proficiency Medical Terminology Microsoft Outlook (10+ years) Stream scheduling Critical thinking Problem Solving |
