Personable and dedicated Customer Service Representative with extensive experience in Customer Support Center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
Verbal and Written Communication
Open Enrollment
Highly Skilled in CRM Software, SAP, Citrix systems, etc
Active Listening
Computer Skills
Efficient and Detail-Oriented
Courteous with Strong Service Mindset
Data Entry
Multitasking and Prioritization
Calm and Professional Under Pressure
Issue and Complaint Resolution
Creative Problem Solving
POS Systems and Ordering Platforms
Transaction Processing
Upbeat and Positive Personality
Microsoft Office Expertise
Providing Customer Support
Technical Troubleshooting
Inbound and Outbound Call Management
Call Documentation Skills
Critical Thinking
Supervision & Leadership
Friendly, Positive Attitude
Organizational Skills
Relationship Building
Customer Data Confidentiality
Customer Account Management
Experience
09/2022 to 03/2023
Benefits Verification Specialist (Remote)TalentBridge, Lash Group – City, STATE,
Checked accuracy and completeness of benefits applications and documents.
Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
Updated patient and insurance data and input changes into company computer system.
Checked documentation for appropriate coding, catching errors and making revisions.
Navigated through multiple online systems to obtain documentation.
Accessed third-party insurance databases to identify coverage of benefits.
Entered data in EMR database to record payer, authorization requirements and coverage limitations.
Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
Performed verification of Medicare coverage.
Coordinated benefits processing, including enrollments, terminations and claims.
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Maintained strong call control and quickly worked through scripts to address problems.
Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Supported hospital and clinic operations using customer service skills and detailed system knowledge.
06/2019 to 09/2022
Customer Service OperationsWalmart – City, STATE,
Identified root cause solutions contact issues by asking probing questions to identify and understand the issue; documented customer and associate concerns and feedback; researching issues; identified and communicated data trends to multiple departments and implemented resolutions
Responded to escalated contacts; researched issues as necessary; and provided resolution
Resolved complex contact issues for the store, associates, and high-impact customers by researching issues and resolution options, determining appropriate resolution
Provided information to customers and associates, utilizing program quality guidelines and program resources
Authorized customer compensation to achieve customer satisfaction with issue resolution
Followed up with customers on issues; implemented resolutions; communicating final decisions and resolutions to customers
Complied with company policies, procedures, and standards of ethics and integrity by implementing related action plans
Completed work assignments and priorities by using policies, data, and resources, collaborating with managers, co-workers, and customers.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
01/2015 to 01/2018
Customer Service Executive II TalentBridgeCox Automotive, Autotrader – City, STATE,
Answered questions from customers by phone and email, offering company details and policy information as requested.
Provided consultative information to Dealers, Private sellers, and the auctions as they do business with Auto trader
Developed deep and wide relationships with Sales, Field Locations, Corporate Partners, National Account teams to solidify Auto trader Digital offerings as the most preferred digital automotive marketplace for buyers and sellers
Partnered with all parties informed of the status of open issues and worked closely with escalation partners to identify, document, and monitor all exceptions to the standard processes to create a list of best practices
Problem Resolution was a major part of maintaining relationships with existing customers, including problem solving
Consulted with dealers and educated them about Auto trader's product and service
Provided responsive, timely telephone, chat, and email support
At a minimum all calls had to be returned before the close of business on the same day as “first call resolution”
Personally acted as the single, point-of-contact for customer's issues from identification through resolution as often as possible
Explained benefits and advantages of different product and service offerings to customers.
Developed cooperative relationship with other team members-built relationship not only with customers but the internal team members as well.
05/2011 to 12/2014
Customer Escalations Representative (Remote)Enterprise Holdings Inc., Rent-A-Car – City, STATE,
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