Dedicated Customer Service Representative talented at processing high volumes of error-free transactions and meeting departmental goals. Offering 10 years of experience in quickly resolving customer service issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations. Friendly and efficient representative devoted to maximizing customer satisfaction with exceptional service and support. Skilled in promoting sales to increase revenue while addressing diverse issues.
Skills
Billing
Responsive and positive team player who enjoys versatility and constant new challenges
Strong Customer service experience
Database
Documentation
Exceptional people skills and patience
Excellent written and verbal communications skills
Quality
Reporting
Supervising
Credit card payment processing
Adaptive team player
Product organization
Microsoft Office expertise
Clerical support
Inbound and outbound calling
Customer relations
Schedule mastery
Proficient in Microsoft Word, Excel, Google Docs, Dropbox, and database management tools
Reviewed all patient insurance information needed to complete the benefit verification process.
Triaged cases with missing information to appropriate program associate.
Verified patient specific benefits and precisely documents specifics for various payer plans including patient coverage, cost share, and access/provider options.
Identified any restrictions and details on how to expedite patient access.
Included documenting and initiating prior authorization process, claims appeals, etc.
Completed quality review of work as part of finalizing product.
Reported any reimbursement trends/delays to management.
Performed related duties and special projects as assigned.
Made outbound calls to insurance companies to verify benefits
Perform research to keep appraised of changes in insurance market.
Create and distribute insurance and policy certifications.
Administer and maintained reports for incidents, claims, litigation and property losses.
Perform other duties or special projects as needed.
Works in the field with volunteers in insurance sales.
Door-knocking, info dropping, call making and text banking
Maintain updated and accurate contact databases of potential customers and organizations
Submit insurance and bond invoices for payment.
Maintain compliance by submitting states' registration and annual reporting.
Provide primary customer support to internal and external customers.
Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answer constant flow of customer calls with minimal wait times.
Field customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Use company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Liaises with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Represent Aflac Group Insurance to communities via presentations and meetings
Customer Service Agent, 02/2017 - 08/2019 Safran Group – Carson, CA,
Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Responded to customer requests for unavailable products and suggested other suitable options.
Managed high-volume of inbound and outbound customer calls.
Returned all routine and general customer calls in good time.
Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
Shared detailed information regarding 65 and older insurance options to help customers make decisions.
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.
Customer Service Representative, 03/2010 - 02/2017 Company Name – City, State,
Engaged in customer service activities such as processing service orders and providing quality and courteous service to customers.
Furnished general and detailed information to customers regarding water services, billing inquiries and account information.
Received and processed requests for service installations, connections, discontinuance or changes in service and issues appropriate work orders, discontinuance orders, and final bills using the database system.
Completed contract forms, determines charges for services requested, prepares change of address records and ensures appropriate documentation is maintained.
Adjusted and processed customer complaints; provides recommendations on resolutions of customer complaints on complex matters requiring timely resolutions.
Computed rebates and adjustments on bills; operated mail extracting and Panini posting equipment to receive and process customer bills and routes and receives general incoming mail.
Checked to ensure that appropriate changes were made to resolve customers' problems.
Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Education and Training
: , Expected in - South Georgia Technical College - Americus, GA GPA:
High School Diploma: , Expected in 05/2007 - Marion County High School - Buena Vista, GA, GPA:
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