| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Street Address Lakeshore Blvd Apt 403Euclid, Ohio Street Address
PHONE NUMBER AVAILABLESummarySkilled in various types of customer service settings. Committed to addressing customer concerns with speed, accuracy, and professionalism. Strong one-call resolution skills. A customer-focused representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.HighlightsHigh customer service standards Conflict resolution proficiencyEmployee relations specialist Devoted to data integrityDedicated to process improvement Strong problem-solving abilityService solution expert Troubleshooting skillsAccomplishmentsManaged call flow with up (20) calls in queue per minute.It exceeded the corporate target for customer satisfaction for (12) months in a row.ExperienceCustomer Service SpecialistJune 2023-presentCredit First National AssociationInbound calls in connection with all the credit cards under the Firestone umbrella. Processing payments on current accounts, through ACH or debit cards. Being able to determine fraud on the account, flag it, and transfer the calls to the fraud department for further assistance. Updating geographic information. Processing request for replacement cards. Assisting the various Firestone and affiliate merchants with purchase approvals. Checking to see if the customer has the available credit to make the purchase. Processing requests for customer credit increases for repairs already made.Customer ServiceMarch 2021- May 2023Spectraforce TechnologiesInbound phone queue for an oncology manufacturer that provides free medications to patients that meet the criteria. Processing applications for financial assistance. Verifiying of income and insurance on the application. Answering general inquiry questions and placing monthly orders for medications. Contacting the patients doctor about new prescriptions and various forms needed to complete the process. Uploading valid new prescriptions needing to process monthly shipments.Customer ServiceOctober 2018 to February 2021UnitedHealth GroupAnswer incoming calls from Hospice nurses regarding the entry of new patients into the system and prescription requests, as well as addressing issues related to benefit eligibility questions. - Guide and educate callers on prescription benefits, premiums, and the status of orders and claims, or in response to inquiries. - Ask appropriate questions, actively listen, and document required information in the computer system. Identify issues and communicate solutions and steps to customers, pharmacies, and physicians, including approvals for orders and reorders. - Make outbound calls to Hospices regarding prescription orders and payment issues when the claim at the pharmacy is denied.Customer Service RepNovember 2016 to September 2018Convergent. Collections for a major cellphone company. Accepting payments and making payment arrangements for eligible customer. Upselling phones and accessories to eligible customers. Reaching out to customers with canceled accounts to get them to return to the carrier. Changes to the account to help customers maintain affordable service plansCustomer Service RepSeptember 2011 to 2017Arise Virtual Call Center- Montgomery, ALServicing clients such as Turbotax, Walgreens, ATT,, Barnes and Noble, and Sears in a virtual call center setting.Depending on the company there are various duties in connection with good customer service.Made reasonable procedure exceptions to accommodate unusual customer requests.Demonstrated mastery of customer service call script within specified time frames.Maintained up-to-date records at all times.Customer Service RepJanuary 2008-August 2011ER Solutions- Montgomery, AlInbound call center setting assisting customers with Electric and Gas accountsMaking payment arrangements, giving information on accounts assisting customers with community agencies who offer assistance when customers meet criteria.Accepting payments on current and disconnected and past due accounts, processing orders for customers who wanted new services, and also wanted to stop services, and to transfer existing services to new premisesDeveloped effective relationships with all call center departments through clear communicationWorked with upper management to ensure changes were made to improve customer satisfaction.Formulated and enforced Service Center policies, procedures and quality assuranceHelp Desk TechnicianOctober 2006-October 2007Electronic Data Systems-Montgomery, AlInbound call center atmosphere providing assistance to multiple Federal government agencies for traveling requirements for both international and national arrangements using an online processing system.Excellent customer service skills while providing instructions for navigating the online travel system.Properly directed inbound calls in phone queues to improve call flow.Providing comprehensive end-to-end service to plan,book.track, approve and request travel services for federal employees.Knowledgeable in the ability to troubleshoot errors in the system.Proficient in problem solving methodology and discrepancy resolution theory.Assisting government employees with creating expense reports and obtaining itineraries.Maintained up-to-date records at all times.Customer Service RepMarch 2005-October 2006Electronic Data Systems-Montgomery, ALLiaison between borrowers and the U.S. Department of Education for loan consolidation that are federally fundedWhile in an inbound call center processing and validating loan certificates, contacting lenders for loan payoffs and coordinating loan consolidation applications.Providing counseling to borrowers with student loans in good standings as well as account in default status.Processing correspondence received from borrowers.Addressed customer service inquiries in a timely and accurate fashion.Developed effective relationships with all call center departments through clear communication.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Senior SecretaryDecember 2002-March 2005Alabama State University-Montgomery, ALBuilding and maintaining a database for 800 middle and high school students receiving tutorials during the school year.Assisting academic counselors with setting up for workshopsMaking travel arrangements for academic and support staff.Customer service for all Trio programsFinding community sponsorship for cultural events and trips.EDUCATIONAssociates of Arts- Administrative Assistant 1995Columbus State University- Columbus, OhioBachelor of Science in ProgressAlabama State University- Montgomery, AL |
