Professional with a background in guiding and assisting customers. A team player who enjoys helping to complete important tasks. Enjoy advocating, proving information,and answering calls to deliver superb customer care. Dedicated, reliable,accurate, consistently delivering courteous service at all times. Very detailed-oriented with over 15 years of providing exceptional customer service to drive client retention.
Skills
Excellent attendance record
Self Starter
Strong verbal communication
Dependable
Customer service-oriented
Self-motivated
Detail-oriented
People-oriented
Efficient multi-tasker
Friendly and likable
Patient education and advocacy
Order processing
MS Office (Excel, Word, Outlook
Organized and detail-oriented
Previous call center experience
Problem-solving skill
Honest and Trustworthy
Conflict resolution
Production schedule adherence
Reporting and documentation
Privacy and confidentiality
Troubleshooting
Inventory auditing
Troubleshooting and resolution
Upselling strategies
Billing
Quality
Work History
Customer Service Representative, 10/2010 - 06/2012 D.B. Roberts – Rochester, NY,
Educated customers on promotions to enhance sales
Answer phones and respond to customer requests
Sell/Upsell services
Provide the customer with products and new promotional specials of cable, phone and internet service bundles
Transfer customer calls to appropriate staff, research, and resolve customer issues using computer system
Set up install and schedule technician
Enter customer orders into computer system
Follow-up on customer inquiries not immediately resolved
Troubleshoot and provide technical support for Dish,Direct tv, and Comcast customers
Quality / Call monitoring and grading
Assist customers with porting existing number to new services
Schedule maintain appointments
Process payments
Update billing information
Process credit checks for new service eligibility
Proform credit check on new potential customers
Pharmacy Help-Desk (CVS Caremark) , 08/2012 - 03/2013 Archdiocese Of San Antonio – Seguin, TX,
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
Document support interactions in the system for future reference and addition to pharmacy calls regarding issues related to claim transaction, reimbursement, payment, and other required information in accordance with Pharmacy help desk performance metrics
Answer incoming calls according to HIPPA and Pharmacy Law Standards
Identify pharmacies, providers and beneficiaries' needs, clarify information, research every issue and providing solutions
Make outbound calls to pharmacies, providers, and beneficiaries if necessary
Meet all departmental goals including schedule adherence, attendance, and quality monitoring work with multiple computer applications while simultaneously taking customer's calls to follow procedure while handling calls
Educate pharmacists and providers on which drugs require prior authorizations within each member's plan
Conference member in with plan
Process overrides
Maintain %100 adherence
Optum First Line Health Agent, 03/2013 - 04/2014 Optum RX (Connextions) – City, STATE,
Adhered to established policies, procedures and compliance for satisfactory audit rating
Followed quality standards and procedures to minimize errors and maximize customer satisfaction
Tracked customer shipment to provide members with product arrival time
Accept inbound calls and assist customers with catalog orders
Meet all departmental goals including schedule adherence,attendance, and quality monitoring
First, call resolution to ensure high level of satisfaction for each member experience
Process mail orders
Assist members with online ordering from benefits catalog
Educate members of newly added perks within their benefit plan
Assist post office, UPS, Fed Ex with updated member address information to ensure accurate and on-time deliveries of products ordered.,
Apply any missing member benefit points
Assist with lost or stolen packages
Note each account in full detail
Child Care Provider, 04/2014 - 08/2019 Self-Employeed – City, STATE,
Used positive reinforcement techniques to promote patience and other good behaviors in children
Managed safety and security of all children under care
Instructed children in crafts and other activities to promote gross and fine motor skills, including creating paintings, drawings, paper crafts, and decorations
Cared for children ages 0mos to 4yrs old in nurturing and age-appropriate way
Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs
Selected appropriate stories based on ages of children and teachable moments, read to groups and promoted discussions based on content
Helped children develop motor skills in preparation for preschool and kindergarten
Monitored entrances and exits to maintain safety and organized environments
Kept notes of behavior issues, food served and medications administered to children
Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions
Developed lessons and activities to promote children's physical and emotional development
Consulted with families to discuss activities and behaviors of each child
Taught children to organize toys, wash hands and importance of following rules
Education
High School Diploma: , Expected in 06/1998 - Rock Hill High School - Rock Hill, SC GPA:
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