Livecareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Dynamic and visionary CSR offering 5 years of progressive leadership experience with healthcare based organizations. Accomplished professional with proven track record of success in multiple areas of knowledge. Demonstrated expertise as a mentor to co-workers skilled at assisting employees with learning tasks, improving performance and maximizing efficiency.

Skills
  • Organizational Strengths
  • Inbound and Outbound Calling
  • Problem-Solving Abilities
  • Learning Strategies
  • Typing Proficiency
  • Product and Service Information
  • Retail Sales Customer Service
  • Customer Complaint Resolution
  • Project Management Abilities
  • Client Relations
  • Client Needs Assessment
  • Good Listening Skills
  • Customer Contact
  • Insurance Knowledge
  • Mentoring
  • Benefits eligibility processing
  • Credit and cash transactions
  • Cash register operation and balancing
  • ID verification
  • Payment processing
  • Customer greeting Liquor regulations and compliance
  • Merchandise restocking
  • Staff mentoring
  • Customer conflict resolution
  • Documentation
  • Processing Efficiency
  • Benefits
  • Cash management
  • Conflict resolution
  • Documentation
  • Mediation
  • Tiers
  • CareRadius
  • Crm
  • Vetconnect
  • Healthshare referral manager
Education and Training
Penn Foster Career School Scranton, PA Expected in High School Diploma : - GPA :
Experience
Brown & Brown, Inc. - CSR II
Manassas, VA, 08/2019 - Current
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Documented conversations with customers to track requests, problems and solutions.
  • Developed open and professional relationships with team members, enabling more effective issue resolution.
  • Complied with company policies, objectives and communication goals.
  • Coached and mentored staff members through constructive feedback to enhance performance and quality.
  • Coordinated with internal departments to maximize operational efficiency across production area.
  • Assisted managers, supervisors and the Va with escalation resolution.
  • Acted as point of contact for multiple providers offices.
  • Completed multiple especial projects to assist management in various areas such as best practices, provider status during COVID and self schedule veteran followup.
Texas Health & Human Services Commission - Texas Works Advisor I
Sulphur Springs, TX, 06/2018 - 04/2019
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
  • Efficiently processed applications and renewals for state benefits.
  • Accurately determined eligibility for client cases based off client provided information, case clues and research.
  • 0 Quality Errors on Core Case readings.
  • Processed cases within timeliness guidelines.
  • Applied adjustments and restored benefits based on review findings.
  • Communicated directly with applicants to share program requirements, benefits, appeals process and other information.
  • Reviewed client information to determine continuing program eligibility.
  • Calculated benefit levels and timespan of program eligibility based on established factors.
  • Interviewed applicants and family members or authorized parties to collect information related to identifying need for program benefits.
  • Maintained client case records for detailed history of interactions and activity.
  • Identified and verified income and resources to document financial status of applicants and determine eligibility.
  • Analyzed potential fraud cases and referred to investigators for further review.
Arthur J Gallagher & Co. - Customer Care Representative
Gainesville, GA, 02/2016 - 06/2018
  • Reviewed customer data to assess current issues and determine eligibility for potential solutions.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Documented customer inquiries and feedback, including service delivery suggestions, in company database.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • Addressed customer inquiries and resolved complaints.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Kept customer and system account information accurate and current to support timely resolutions for all concerns.
  • Documented customer inquiries and feedback, including service delivery suggestions in company database.
  • Interacted with over 50 customers per shift to provide and process information in response to inquiries, concerns and requests about services and products.
  • Processed customer account changes using Tiers
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Consulted with customers regarding Snap, Tanf and Medicaid needs, addressing a multitude of concerns.
  • Reduced process gaps by effectively training new hires on best practices and protocols.
  • Explained goals and expectations required of trainees at beginning of on the job training session.
  • Tested trainees on materials to determine levels of understanding and areas requiring further instruction.
  • Communicated directly with applicants to share program requirements, benefits, appeals process and other information.
  • Maintained client case records for detailed history of interactions and activity.
  • Monitored case status and updated clients or authorized representatives of activity or changes.
  • Mentored new employees on call handling and case information relay and delivered constructive feedback to increase understanding of job duties.
Weis Markets, Inc. - Cashier
Bellefonte, PA, 01/2014 - 09/2015
  • Drove sales and add-on purchases by promoting specific item options to customers.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Helped customers find specific products, answering questions and offering advice.
  • Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
  • Assisted Managers with completing end-of-day counts and securing funds to prevent loss or theft.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
  • Operated cash register, collected payments and provided accurate change.
  • Properly verified customer identification for alcohol or tobacco purchases.
  • Welcomed customers, offering assistance to help find necessary store items.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Scanned customer purchases, supporting transactions to streamline sales process.
  • Assisted management with completing end-of-day counts and securing funds to prevent loss or theft.
Accomplishments

Recognition- Received multiple recognitions from supervisors and managers for teamwork, escalation resolution, Exceeding company goals and going the extra mile.

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Resume Overview

School Attended

  • Penn Foster Career School

Job Titles Held:

  • CSR II
  • Texas Works Advisor I
  • Customer Care Representative
  • Cashier

Degrees

  • High School Diploma

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