Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. 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.
Skills
Customer Retention Strategies
Verbal and Written Communication
Customer Account Management
Creative Problem Solving
Responding to Difficult Customers
Multitasking and Prioritization
Administrative and Office Support
Patient and Empathetic
Business Development
Salesforce CRM
Inbound and Outbound Calling
Call Volume and Quality Metrics
Work History
10/2017 to Current
Customer Service Advocate IIIBluecross Blueshield Of South Carolina – Indiana, PA,
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Answered average of 40-60 calls, and emails daily, addressing customer inquiries, solving problems and providing account status updates and information.
Assisted customers with needs such as opening accounts, depositing or serving as a front-line representative of the Freedom Debt Relief brand. The Weekend Warrior is part of a supportive, service-oriented team that handles multiple responsibilities including customer calls, offline support, client retention as well as other various CS tasks transferring funds, updating account details and signing up for new services.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
08/2015 to 10/2017
Customer Service RepresentativePackaging Corporation Of America – Marshfield, WI,
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Answered constant flow of customer calls with minimal wait times.
Recommended products to customers, thoroughly explaining details.
Provided information regarding charge accounts and loyalty programs.
Take inbound calls for 1-800-MEDICARE
Providing general information to beneficiaries enrolled into medicare
Complete enrollment requests through defined steps of eligibility verification and data processing.
Researching all claims
Comparing plans
Referrals
Proficient in Microsoft Word, and web browser/internet navigation Ability to type / perform data entry
Perform membership updates, address changes, and Prescription Benefit Plan changes
01/2014 to 12/2014
Receptionist AssistantPrimark – Burlington, NC,
Maintained order and cleanliness of reception area for professional and inviting atmosphere.
Prepared, collected and distributed outgoing and incoming mail and packages.
Communicated with individuals entering building to boost security, assist visitors and keep visitor log.
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Responded to inquiries from callers seeking information.
Resolved customer problems and complaints.
Provided clerical support to company employees by copying, faxing and filing documents.
Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
Monitored and screened visitors to verify accessibility to inter-office personnel.
Directs visitors by maintaining employee and department directories; giving instructions.
Maintains security by following procedures; monitoring logbook; issuing visitor badges
06/2009 to 12/2013
Retail AssistantSears – City, STATE,
Greeted customers, helped locate merchandise and suggested suitable options.
Folded and arranged merchandise in attractive displays to drive sales.
Supported loss prevention goals by monitoring shopper behavior.
Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention.
Stocked merchandise, clearly labeling items, and arranging according to size or color.
Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
Displayed merchandise by arranging in appealing ways to boost sales.
Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
Organized store merchandise racks and displays to promote and maintain visually appealing environments.
Education
Expected in
No Degree: General Studies Glendale Community Charter School - Glendale, AZ, GPA:
Expected in 05/2009
High School Diploma: Maryvale High School - Phoenix, AZ GPA:
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