Communicative customer service professional motivated to maintain member satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with member's, provider's and peers alike. Obtaining and creating my tools for success, to ensure great customer service and a positive work environment.
Skills
Customer Service
Multitasking and Prioritization
Calm and Professional Under Pressure
Understanding Customer Needs
Creative Problem Solving
Adaptive Team Player
Building Member Trust and Loyalty
High-Energy Attitude
Verbal and Written Communication
Inbound and Outbound Calling
Upbeat and Positive Personality
Creative Problem Solving
De-escalation Techniques
Courteous Demeanor
Upselling Products and Services
Technologically Savvy
85+ wpm Typing Speed
Education and Training
Wise County Central High SchoolWise, VA, Expected in 05/2018 – –High School Diploma: - GPA:
Completed continuing education in HVAC/Electrical
Mountain Empire Community CollegeBig Stone Gap, VAExpected in – –: - GPA:
Certifications
Certified Universal Technician A, B, & C
R410a Safety
Heat Core Certification
OSHA Safety Certification
Experience
Total System Services, Inc. - CSR II San Diego, CA, 09/2021 - Current
Answered inbound calls, chats and emails to facilitate member service.
Demonstrated excellent communication skills in resolving member's questions, concerns, and complaints.
Upheld quality control policies and procedures to increase member satisfaction.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Educated members on health plan policies and procedures for their benefits.
Remained calm and professional in stressful circumstances and effectively diffusing tense situations.
Promoted high member satisfaction by resolving problems with knowledgeable and friendly service.
Graphic Packaging - Helper Elgin, IL, 06/2021 - 09/2021
Used strong verbal and written communication skills to convey messages to others.
Completed tear-down of existing structures to prepare for new construction.
Maintained organization, cleanliness and safety in work areas.
Organized supplies for use based on expected customer needs.
Read plans and specifications to determine work activities, following wiring diagrams, schematics, and blue prints.
Assisted with electrical installation tasks, added new wiring and updating existing equipment.
Verified measurements and made accurate cuts to avoid wasting materials on job sites.
Worked in team-based environment to accomplish projects.
Utilized measuring and testing instruments such as ammeters, ohmmeters, voltmeters and testing accurately, efficiently and safely to complete installations and repairs.
Collaborated with more knowledgeable professionals to grow understanding of principles and construction standards.
Answered service calls to address ventilation, air conditioning and heating system issues.
Repaired, adjusted or replaced defective HVAC elements to bring systems back to full functionality.
Installed refrigeration, heating and air conditioning systems, positioning compressors, motors and other components in accordance with design specifications.
Repaired parts by using technical knowledge, special tools and soldering skills.
Read technical manuals and schematics to understanding specific configurations.
Installed furnaces, boilers and A/C units in new and existing buildings and assessed functionality of existing units.
Tested pipe, tubing joints and connections for leaks.
Cut and drilled holes in floors, walls and roofs to install equipment using power saws and drills.
Repaired and modified heating, ventilating and air conditioning (HVAC) systems to improve efficiency.
Tested equipment following each install to determine efficiency and proper functionality.
Assessed system operations to identify potential areas requiring maintenance services.
Provided exceptional customer experiences to service recipients.
Mentored apprentice workers, supervising work and offering insight into how to perform job tasks.
Aimbridge Hospitality - Deli Clerk Chicago, IL, 02/2019 - 04/2019
Assessed customer needs, evaluated food allergies and suggested additional menu items as appropriate.
Organized ingredients and restocked supplies to prepare for busy periods.
Completed orders by slicing, weighing, packaging and pricing meats and cheeses.
Sanitized and kept work areas tidy by cleaning surfaces, equipment and floors, removing trash and maintaining machinery.
Stored perishable food items in freezer or refrigerator to protect from spoilage.
Followed recipes and customer requests to prepare meals.
Updated food displays, cases and other customer-facing areas to increase sales of special items.
Checked and recorded refrigerator and freezer temperatures to maintain food quality and freshness.
Responded to customer questions regarding product availability.
Documented and entered special orders for event catering and party trays.
Operated cash register to accept and process cash, check, card and mobile payments.
Answered telephone inquiries about available menu items, products and services and delivered appropriate information so customers could make valid choices.
Acquired new skills to support team and further accommodate customer needs.
Stayed calm and professional in situations and resolved conflicts to customer satisfaction.
Hackensack University Medical Center - Helper West Long Branch, NJ, 05/2018 - 09/2018
Maintained organization, cleanliness and safety in work areas.
Completed semi-skilled and skilled work under supervision of fully qualified professionals.
Laid out cabling plans and ran through buildings to desired locations.
Prioritized and organized tasks to efficiently accomplish service goals.
Cleaned or prepared construction sites to eliminate possible hazards.
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