I am an expert at providing exceptional customer service and creating a customer centric environment. I am a goal oriented individual who embraces the challenge and pushes past it. Possessing extensive knowledge of basic retail concepts, visual merchandising and loss prevention techniques has allowed me in the past to achieve most goals that have been set for me. As a true professional I always exhibit a cheerful demeanor toward others and use a win approach to help remove barriers. During my career I have worked in well-known retail stores and have successfully sold furniture and appliance.
09/2016 - Current
CSRA － Raleigh, United States, NCCustomer Service Analyst
Analyze providers issues with their Medicaid claims in order to prepare appropriate solutions after giving clarification for providers to summit paid claims.
Evaluate and prioritize providers questions/concerns to better serve their organization.
Deliver prompt and professional solutions for providers inquires via phone, email, online chat etc.
Conduct training to providers and internal staffs on NC Tracks Provider Portal and (DMA); the Division of Medical Assistance also respond to providers inquiries by directing them to websites, FAQs and appropriate personnel.
Determined technology and procedures related to claims and updating personnel files, ensuring compliance with federal and state regulations pertaining to benefits and wages.
Address providers in a professional and respectful manner, also service all of 100 counties in North Carolina plus some out-of-state providers.
09/2014 - 07/2016
Xerox Company/ Humana Pharmacy Campaign － Raleigh, US, NCCustomer Service Representative
In this call center environment, quickly and effectively resolve customer issues and complaints using natural friendliness and superior interpersonal and customer service skills.
Provided exceptional one-on-one customer service for Humana Pharmacy (mail order) members.
Effectively trained, motivated, and coached team members and emphasized customer service, made improvements, diplomatically resolved problems, and took corrective action when issues arose.
Handled an extremely high call volume.
Processed orders, answered customer inquiries, tracking inbound/outbound shipments; expedited deliveries and set up delivery schedules.
Promptly handled customer service inquiries, and service requests from policyholders.
Directed calls to the appropriate individuals and departments.
11/2012 - 08/2014
Schewel's Furniture Company － Henderson, US, N.C.Sales Associate
Respond quickly and resourcefully to customer requests or concerns.
Using suggestive selling techniques to increase sales.
Up selling and making recommendations to customers.
Represent the store in a professional and positive manner.
Create and maintaining long-term relationships with regular customers.
Assist in all store administrative tasks.
Taking care of the customers' needs while following company procedures.
Organizing the display of merchandise.
Assist customers with choices by providing them with information about products.
Adhere to all store retail policies and procedures.
08/2009 - 11/2012
Radio Shack － Henderson, US, N.C.Sales Associate
Performed debit, credit and total accounts on computer spreadsheets/databases, using specialized accounting software.
Complied with federal, state and company policies, procedures and regulations.
Experienced customer service representative.
Direct business relations and on floor sales selling mobile phones for brand named companies like Sprint, T- mobile, AT&T and Verizon.
Education and Training
Cornerstone Christian Correspondence School － Townsend, Georgia, USHigh School Diploma
Coursework includes: Mathematics, Computers, Manufacturing Planning and Control, Quality Control
accounting software, administrative, attention to detail, benefits, call center, interpersonal, interpersonal skills, credit, customer satisfaction, customer service, customer service skills, databases, debit, delivery, directing, email, Mathematics, Medical Assistance, mail, natural, Organizing, organizational, personnel, policies, problem resolution, Quality Control, retail, selling, Sales, spreadsheets, summit, Telephone, phone, upgrading, websites