Customer Experience Specialist Resume Example

· Demonstrated products to customers, discussed features and redirected objections to capture sales.

· Drove sales of FIOS and Copper products by applying proactive nature, knowledge of customer preferences and active listening skills.

· Answered incoming telephone calls to provide information about products, services, store hours, policies, and promotions.

· Retained product, service, and company policy knowledge to serve as resource for both coworkers and customers.

· Offered product and service consultations and employed upselling techniques.

· Earned reputation for good attendance and hard work.

· Provided excellent service and attention to customers through phone conversations.

· Answered 25-30 calls per day to answer customer questions.

· Recognized by management for providing exceptional customer service.

· Managing a caseload of 20+ customers with 5000+ employees eligibility files/ID cards for insurance coverage on a weekly basis.

· Complete 100+ requests sent daily by customers for immediate updates.

· Electronic files are edited and updated weekly for clients to ensure all transaction completed for clients are updated in the Aetna database.

· Weekly error/analysis reports are submitted to each client containing all transactions completed weekly for their book of business.

· Full Time Sr. Eligibility Consultant back up for clients such as PEBTF, State of New Jersey and other large accounts.

· Weekly phone meetings with clients to review issues or concerns, plan changes, or review of analysis reports.

· Quarterly in-house meetings with benefit coordinators to discuss upcoming open enrollment plans, objectives, and the expected results for the clients to ensure a smooth open enrollment process.

· Volunteering for new business whenever a new client is acquired.

· Maintaining 100% KPM/Quality results since Dec. 2014.

· Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.

· Recognized by management for providing exceptional customer service.

· Provided excellent service and attention to customers when face-to-face or through phone conversations.

· Earned reputation for good attendance and hard work.

· Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

· Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

· Assisted members with medical plan information such as benefit coverage, claims processing, and provider information.

· Assisted members on understanding how their claims were processed, and their billing.

· Contacted provider's office on behalf of customer if bill was incorrect.

· Assisted on irate or escalated phone calls from other CSR's, to help eliminated a supervisor needing to take the call.

· Assisted members with appeals and complaints that pertained to denied claims, bills, or rude providers.

· Assisted members during annual open enrollment providing answers about the upcoming coverage, that would allow them to make the best choice for benefit coverage.