Skilled customer service representative committed to addressing customer concerns with speed, accuracy and professionalism. Resourceful agent who consistently meets and exceeds productivity goals. Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
High customer service standards
Focused on customer satisfaction
Strong organizational skills
Energetic work attitude
Dedicated to process improvement
Adaptive team player
Personable and friendly
Researched, calmed and rapidly resolved client conflicts to prevent escalations.
Skilled Senior PPR committed to addressing customer concerns with speed, accuracy and professionalism.
Have served as POC for management, while they are away or in meetings.
Was assigned several peers that were not meeting metrics, served as mentor to help them achieve goals.
Employee of the Month in March 2016
Assisted with training class that started in November 2015.
Assisted with some SOP training, as well as OJT training.
Traveled to New Mexico to assist with OJT.
Assisted with new hire class of 20 representatives in May 2016.
Core Strengths Strong organizational skills Opening/closing procedures Energetic work attitude Telecommunication skills Customer service expert Microsoft Skills Adaptive team player Courteous demeanor.
Accomplishments Customer Service Researched, calmed and rapidly resolved provider issues, by doing research allowing me to go above to satisfy provider.
Learnt an additional three states in just a couple of days.
Still assisting in team chats listing SOP's to get information from.
Exceeded corporate target for customer satisfaction for ten or more months in a row.
Coached and developed several team mates who were struggling with AHT, locating the source of truth, and being very robotic on the phones.
Top performer on team by always having lowest AHT, lowest ACW, 100% quality, and always having at least ten surveys per month.
United HealthcareKingsport, TNCustomer Service Rep
Current Maintained up-to-date knowledge of policies regarding remits, address changes, fax numbers changing.
Coached several reps on how to maintain AHT.
Volunteer to take on additional states, when needed.
Assisted with new hires in training and OJT
AT&TJohnson City, TNCustomer Service Rep
January 2015 Cross-trained and provided back-up for other customer service representatives when needed.
Earned "Top Performer" for two consecutive quarters in 2014.
Set several collection agreements for customers to pay there bill.
Dial AmericaJohnson City, TNCustomer Service Rep
March 2013 Top Performer for several months selling magazines and bus tickets.