Call Center Representative with expertise providing customer support in high call volume environments.
Exceptional computer aptitude and telephone etiquette.
Customer Service Manager highly skilled in negotiating, instructing and supervising
Call Center Representatives. Hands-on Customer Service
Manager effective in motivating others to reach their optimum potential.
Skills
Skilled in call center operations
Talented client relations manager
Multi-line phone operation proficiency
Exceptional workflow management
Adheres to customer service procedures
Marketing savvy
Strong problem solving aptitude
Call center metrics decoding aptitude
Committed to maintaining data integrity
Persuasive speaker
Budgeting expertise
Work History
Customer Service Advocate II12/2013
to Current Kelly Services/ Blue Cross Blue Shield of South Carolina – Percival Road Columbia South Carolina
Provide accurate and courteous reposes to all services inquiries
To answer supplies' incoming calls regarding their supplies and equipment.
To assist suppliers in navigating the company's website to complete forms and research information about the program.
To assist with technical problems on webite if needed
Effectively managed a high-volume of inbound and outbound customer calls.
Gathered and verified all required customer information for tracking purposes.
Customer Service Representative05/2003
to 11/2006 Blue Cross Blue Shield of South Carolina/ Individual Products – 4101 Percival Road Columbia,
SC 29219
Provide prompt accurate and courteous responses to all customer services inquiries.
To answer members and agents incoming calls.
To process payments, update files, and resolved problems.
Processed insurance applications.
Assisted with training coworker and new hires.
Performed other duties as assigned.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Member Service Representative 11/2006
to 10/2009 Blue Cross Blue Shield of South Carolina/Health Net – 17 Technology Way Columbia,
SC 29203
Ensured the prompt prescreening and processing of all group or member add requests to make changes to their plans.
In charge of keying applications for Medicare recipients and monitoring all incoming correspondence from our customer.
To complete research and process information from appeals and grievances department to resolve customer complaints.
Assist with training of co-workers and new hires.
Performed other duties as assigned.
Addressed and resolved customer product complaints empathetically and professionally.
Defused volatile customer situations calmly and courteously.
Education
High School Diploma: Croom Vocational High School-
Upper Marlboro,
MD
