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Click here or scroll down to respond to this candidateCandidate's Name
Customer Service Represenative/Supervisor3045 Fifer Drive, Deltona, United States, 32738, PHONE NUMBER AVAILABLE, EMAIL AVAILABLE Professional summaryCustomer Service Representative/Supervisor with 10 years of experience in diverse roles including claims handling and social work. Demonstrates exceptional organizational and time management skills, with a proven track record of reducing processing times and enhancing client satisfaction. Passionate about empowering teams and improving efficiency through innovative solutions. Employment historyClaims Representative, May 2023 - PresentMphasis, Deltona, FLResidential Retention Associate, Apr 2022 - Oct 2022 Spectrum (Charter Communication LLC), Lake Mary, FL Presented high levels of customer service in an efficient manner Build positive relationships with customers Analyze customer feedback to make recommendations Negotiate with customer to renew contracts and retain services Address customer concerns and provide solutions to continuously improve retention, upsell and/cross sell Responded to all queries regarding billing disputes Executed orders for new service, reschedules and saved accounts Introduced new services and products to existing customers. Insurance Customer Care Representative, Aug 2021 - Mar 2022 TELEPERFOMANCE USA, Deltona, FLSocial Work Intern, Jan 2021 - Aug 2021US Department of Veterans Affairs, Palatka, FLHome Visitor, Jan 2020 - Jan 2021Episcopal Children's Services, Jacksonville, FLProvide benefit and eligibility information, ensuring accurate and timely updates for clients. Resolve medical and dental insurance claim status inquiries, improving customer satisfaction. Handle all claims, including gathering reports and correcting issues, leading to reduced processing times. Assist clients with benefit and eligibility queries, ensuring accurate information and timely support. Resolve medical and dental insurance claim issues, enhancing client satisfaction and reducing processing time. Gather and analyze claim reports, identify discrepancies, and implement corrections to ensure data integrity. Coordinate with team members to streamline claim handling processes and improve overall efficiency. Evaluate claim statuses, identify patterns, and develop strategies to mitigate common issues. Streamlined claim processing, reducing average resolution time by 20% through proactive issue identification and resolution. Explain health insurance benefits, resolving member issues and connecting them with community resources. Streamline processes with team collaboration, boosting productivity and reducing call handling time. Maintain high call volumes with an average response time under 1 minute for efficient service. Analyze customer feedback to identify trends, implemented new procedures for improved service delivery. Provide empathetic support to members, ensuring their needs are met and fostering positive relationships. Facilitated member understanding of health insurance benefits, enhancing satisfaction and reducing repeat inquiries by 15%. Conduct comprehensive social work assessments to identify veterans' needs and develop intervention plans. Coordinate resources to enhance veterans' well-being, resulting in measurable improvements. Provide supervised counseling services, addressing mental health and social issues effectively. Manage cases efficiently, ensuring timely support and follow-up for veterans. Facilitated comprehensive social work assessments, improving veteran well-being through targeted interventions and resource provision. Developed and implemented goal-oriented intervention plans, enhancing the quality of life for veterans through effective case management. Collaborated with multidisciplinary teams to provide counseling services under supervision, ensuring holistic care for veterans. Actively engaged in providing resources to veterans, contributing to their overall well-being and successful reintegration. Conducted detailed social work assessments, identifying key areas for intervention to support veterans' mental and emotional health. Supported veterans in accessing essential services, improving their quality of life and fostering community reintegration. Support early childhood education and family guidance, conducting developmental assessments for infants and toddlers Facilitate monthly support groups for expectant mothers, aiding families in making informed decisions Assist families in setting and achieving personalized goals, enhancing overall family well-being Conducted comprehensive developmental assessments, ensuring accurate identification of infants' and toddlers' needs. Facilitated monthly support groups, fostering a community of support for expectant mothers and their families. Encouraged informed decision-making in families, promoting well-rounded developmental growth and family bonding. Provided detailed developmental insights, supporting families in creating effective, personalized family goals. Coordinated with community agencies to connect families with essential resources, enhancing overall support network. Analyzed family progress through data tracking, identifying areas for improvement and adjusting support strategies accordingly. Customer Service Representative (Outbound Sales), May 2018 - Dec 2018 Bernard BPO, Jacksonville, FLEducationPh.D. in Human Services, Nov 2022 - PresentWalden UniversityMaster of Social Work in Social Work, Aug 2019 - Aug 2021 Saint Leo University, Saint Leo, FLGraduated with Honors (Omega Nu Lambda Honor Society) Maintained a 4.0 GPA all years enrolledBachelor of Arts in Developmental Psychology, Sep 2015 - May 2017 Johnson C. Smith UniversityGraduated Cum Laude HonorAssociate of Science in Psychology, Aug 2013 - Aug 2015 El Paso Community CollegeSkillsAccount Management (Experienced), Diverse Environment (Expert), Diverse Team (Expert), Communication Skills (Experienced), Employee Evaluation (Experienced), Military (Experienced), Warehouse Experience (Skillful), Microsoft Office(Experienced), Sales (Experienced), Supervising Experience (Experienced), Case Management (Experienced), Mentoring (Experienced), Conflict Management (Experienced), Utilization Management (Skillful), Social Work (Experienced). Additional informationMilitary Service, Honarable DischargeBranch: United States ArmyService Country: United StatesRank: E-5November 2005 to June 2012 Maintained records, conducted physical inventory, and communicated periodic status to the company commander Inventory management, receiving, shipping, warehousing, procurement, and requisition management Identified extensive inventory of unserviceable items that hamper the timely receipt of new equipment Performed loading, unloading, and moving of stocks by using hand trucks and forklifts Performing quality control, repair part management and property management Maintaining proper record of outgoing and incoming stock Commendations:Army Service Ribbon, Overseas Service Ribbon (2), National Defense, Iraq Campaign Medal w/ campaign star, Driver and Mechanics Badge, Afghanistan Campaign Medal w/ two campaign stars, Global War on Terrorism Service Medal, Marksman Badge with Rifle Bar, Army Achievement Medal, Army Good Conduct Medal (2), NATO Medal, Meritorious Unit Achievement Medal, Army Commendation Medal (3) Engaged residential customers via dialer, consistently meeting sales quotas and earning Employee of the Month twice. Mastered outbound call scripts, ensuring high-quality interactions and effective sales. Identified customer needs, sold phone products, and supported new reps, boosting team performance. Exceeded sales targets through strategic engagement, increasing customer satisfaction by 12%. Trained and mentored new hires, fostering a supportive environment that enhanced team efficiency and cohesion. Utilized data analytics to identify sales trends, optimizied strategies, and increased conversion rates by 10%. Consistently surpassed monthly sales quotas, contributing to a 12% increase in customer satisfaction through strategic engagement. Increased customer retention by 15% through personalized follow-ups and tailored solutions, enhancing overall customer satisfaction. |
