eligibility specialist resume example with 15+ years of experience
Jessica Claire
- 609 Johnson Ave.49204TulsaOK 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
- Date of Birth:
- India:
- single:
- :
Summary
Flexible hard worker ready to learn and contribute to team success.
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.Hardworking and reliable customer service with strong ability in computer skills and telephone experience. Offering Highly organized, proactive and punctual with team-oriented mmentality.I always push myself to move up and explore my opportunities a company has to offer. I am a quick learner and hard worker who will exceed my goals. I have been in the call center industry ever since high school and understand the skills and commitment to handle calls and provide great customer service calls.
Skills
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Experience
Eligibility Specialist, 08/2014 - Current
Pacific Dental Services – Lone Tree, CO
Pacific Dental Services – Lone Tree, CO
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Input communication with applicants into computer system to facilitate future clarification and knowledgeable support.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Conducted interviews with applicants, explaining benefits process and which programs were available.
- Reviewed criteria for different aid programs to determine eligibility for various applicants.
- Processed benefits applications and documents for food stamps and medical assistance.
- Analyzed information from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to assess clients' abilities, needs and eligibility for services.
- Utilized [Software] when inputting applicant information into agency's computer system.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Analyzed information from interviews, educational, and medical records, consultation with other professionals, and diagnostic evaluations to assess clients' abilities, needs, and eligibility for services.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
Customer Service Representative/Trainer Assistant, 09/2008 - 07/2014
Ticketmaster – City, STATE
Ticketmaster – City, STATE
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Recommended improvements to products and services to mitigate complaints.
- Trained new employees on procedures and policies to maximize team performance.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered questions and informed customers of current sales and promotions.
- Informed customers about product lines and services offered by company.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Consistently met service team sales targets and call handling quotas consistently.
- Created and offered additional materials to enhance training.
- Explained goals and expectations required of trainees.
- Developed skill-specific training programs to promote employee development.
- Developed complete training programs and led training using expert learning techniques.
- Blended business's goals, mission and values with learning development initiatives to deliver high-quality training to employees.
- Documented training activities and changes to analyze program effectiveness.
Sprint Customer Service Representative , 05/2006 - 06/2008
Teleperformance USA (Sprint) – City, STATE
Teleperformance USA (Sprint) – City, STATE
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Managed high-volume of inbound and outbound customer calls.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Investigated and solved routine, complex and long-standing customer issues each day.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
- Responded to customer requests for unavailable products and suggested other suitable options.
- Returned all routine and general customer calls in good time.
- Implemented services to assist company in maintaining exceptional client service ratings on external audits.
- Used electronic documentation, reference tools and automated training to drive customer service ratings.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Reviewed account and service histories to identify trends and issues.
- Set up and activated customer accounts.
Education and Training
High School Diploma: , Expected in 05/2007
Veterans Memorial High School - Mission, TX
Veterans Memorial High School - Mission, TX
Associate of Arts: Teacher Education, Expected in 12/2017
South Texas College - Mcallen, TX
South Texas College - Mcallen, TX
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Resume Overview
School Attended
- Veterans Memorial High School
- South Texas College
Job Titles Held:
- Eligibility Specialist
- Customer Service Representative/Trainer Assistant
- Sprint Customer Service Representative
Degrees
- High School Diploma
- Associate of Arts
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