customer experience associate resume example with 3+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

  • Rx Claims
  • Multi-Line Phone System
  • ICD-10 codes
  • Documentation review
  • IOS
  • Live chat
  • Microsoft Office Specialist May 2015 to Present
  • Responding to customer situations with sensitivity.
  • Medical billing — Familiar
  • Understanding procedures for medical billing.
  • Calm and Professional Under Pressure
  • Multitasking and Prioritization
  • Creative Problem Solving
  • De-escalation Techniques
  • Customer Retention Strategies
  • Order and Refund Processing
  • Customer Data Confidentiality
  • Building Customer Trust and Loyalty
  • Responding to Difficult Customers
  • Issue and Complaint Resolution
  • Verbal and Written Communication
  • Efficient and Detail-Oriented
  • Upbeat and Positive Personality
  • Courteous with Strong Service Mindset
  • Data Entry and Maintenance
  • Call Volume and Quality Metrics
  • Time Management
  • Membership Inquiries and Renewals
  • Cultural Awareness and Sensitivity
  • Refunds and Returns Management
  • Medical terminology knowledge
  • POS systems expert
Work History
08/2021 to Current
Customer Experience Associate Agreeya Solutions Livermore, CA,
  • Open and maintain customer accounts by recording account information
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Contribute to team effort by accomplishing related results as needed
  • Identify and assess customers' needs to achieve satisfaction
  • Provide accurate, valid, and complete information by using right methods
  • Keep records of customer interactions, process customer accounts, and file documents
  • Resolve 80-100 customer issues via phone and email daily
  • Greet customers warmly and ascertain problem or reason for calling
  • Cancel or upgrade accounts
  • Assist with placement of orders, refunds, or exchanges
  • Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Place or cancel orders
  • Answer questions about warranties or terms of product
  • Sell products and services
  • Utilize computer technology to handle high call volumes
  • Work with customer service manager to ensure proper customer service is being delivered
  • Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions
  • Asked customers questions to determine, verify and solve common problems
  • Suggested operational improvements to enhance quality, improve production times and reduce costs
10/2020 to 03/2021
CSR - Customer Service Representative Cort Business Services Portland, OR,
  • Work from home - remote
  • Assisted customers with questions
  • Assisted customers with warm and professional attitude
  • Handled 60-80 emails, inbound and outbound calls daily
  • Managed customer accounts
  • Performed data entry for customer information
  • Answered constant flow of customer calls with minimal wait times
  • Recommended products to customers, thoroughly explaining details
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
02/2020 to 02/2021
Sales Associate Tata Consultancy Services Deerfield, IL,
  • Formulated strategies to boost merchandise sales
  • Monitored facility operational and merchandising activity
  • Directed processes to ensure consistent customer satisfaction
  • Conducted policy analysis in coordination with sales managers
  • Assisted department functioning in accordance with company guidelines and policies
  • Oversaw monitoring and regular updating of merchandise inventory
  • Maintained vendor network relationships for technical supply purchase
  • Developed promotional event strategies in collaboration with advertising department
  • Assisted clients with selection and purchase of specialized merchandise totally about 10K weekly
12/2016 to 08/2018
Customer Service Representative Optum Hospice And Pharmacy Services City, STATE,
  • Increased number of outbound calls by 30% to patients, carriers and/or any internal or external source as needed to resolve issues
  • Receive inbound calls from clients, patient, carriers and / or any internal or external source as needed to resolve issues
  • Send written correspondence to clients with resolution if unable to resolve via phone
  • Handle sensitive client information
  • Thoroughly navigate Quest Billing System
  • Maintain all Compliance and HIPAA regulations at all times
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Expected in 05/2021
Associate of Science: General Studies
Trenholm State - Montgomery, AL,
Expected in 05/2015
Advanced Diploma With Academic Endorsement:
Mary G. Montgomery High School - Mobile, AL,

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Resume Overview

School Attended

  • Trenholm State
  • Mary G. Montgomery High School

Job Titles Held:

  • Customer Experience Associate
  • CSR - Customer Service Representative
  • Sales Associate
  • Customer Service Representative


  • Associate of Science
  • Advanced Diploma With Academic Endorsement

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