Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Exceeded corporate target for customer satisfaction for 24 months in a row.
Completed and provided training on Health Care Reform to members of the Customer Service team.
Processed refund request for customers for the entire South West Region.
Answered escalated calls in a Supervisor Role
Greet members arriving for appointments and walk in visits. Check them in for appointments using dash board system. Communicate orally in order to provide information, assistance, or instructions to members. Provide processing time line for members submitting retirement documents, direct deposit changes, and address changes. Notarize documents on behalf of members. Confirm future appointments and update the schedule according to response. Sort and process distribution mail daily. Answer over flow calls to main TRS line and transfer to correct department. Serve as back up to Benefit Counseling Coordinators. Maintain lobby, store and lock member information securely daily. Shred member confidential information daily.
Perform various clerical duties such as maintaining records, extracting, sorting, numbering, batching, and filing tax returns and related correspondence.
Receive, open, sort and distribute both incoming and outgoing mail.
Screen documents, forms, and letters addressed or routed to various offices.
Review and process outgoing mail. Maintain appropriate records and/or logs for tracking and reconciliation purposes.
Conduct searches and other follow up action on delayed shipments.
Examine file materials to identify primary subject matter and assign proper classification.
Locate and withdraw file material or information from records to meet the needs of users.
Periodically review filed material in the light of ongoing programs or special projects.
Work closely with the client's Human Resource staff and employees to respond to benefit related inquiries and questions. Work with a client's benefits provider(s) to resolve eligibility issues and to escalate service and/or claims issues on behalf of employees. Process all pended enrollments, life events and employee changes submitted by employees via Employee Access as well as such requests submitted via telephone.Applying laws, rules or regulations and written guidelines Process all such requests in accordance with documented client procedures. Process Evidence of Insurability (EOI) forms in accordance with documented customer procedures Ensure that all work is completed in accordance with published service level agreements. Pro-actively contact the client's Human Resource (HR) and benefits staff to assess their satisfaction with services provided. Perform all Quality Assurance (QA) procedures as specified in the client's Administrative Procedures document. Perform special projects as deemed necessary by the Client Services Manager. Resolve problems and provide advice/guidance about program policies, benefits, etc
Answer incoming calls in high volume high paced call center, from employees regarding benefits, cobra, payroll, taxes, and w2 related questions. Resolve problems and provide advice/guidance about program policies, benefits, etc. Assist employees with benefits enrollment via the telephone and Internet, as well as answer benefits questions. Provide technical support to employees for on line services to include password resets. Maintain and update employee contact information. Assisted and provided support for training of Health Care Reform and Open Enrollment
Provide support to international clients seeking technical and business related support, via telephone and Internet. Coordinate service technician's visits, schedule all air/ground travel reservations, hotel accommodations, and directions. Receive and process service reports, and bill purchase orders related to service visits. Review and reconcile service technicians American express statements. Enter and process all expense report information. Maintain and update all customer account information. Process customer parts orders and purchase orders Process warranty claims for parts and be responsible for tracking and the return of defective parts. Assist in collections on all past due invoices.
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