Qualified Customer Service Representative with 4 years in fast-paced customer service and call center environments. Personable and professional under pressure.
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Service driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care. Great at customer satisfaction and retention. Pre and post-sales support specialist. Flexible and hardworking in deadline-driven environments.
Emergency Call Intake, and Insurance Benefits, brings commitment and ingenuity to effective communication, accurate documentation, and assisting others in solving personal issues.
Skilled in call center operations
Strong problem solving aptitude
Customer service award
Exceptional communication skills
MS Windows proficient
Proficient in cash management
Credit card processing
Multi-line phone talent
Medical terminology knowledge
Sr. Customer Service Representative, 02/2013
to 11/2014 CAPITAL ONE BANK N.A – Irving,
assists customers with banking needs on accounts such as: Consumer checking/savings, CDs, IRAs, Small business banking, and Online Banking.
Responsibilities include assisting with balances, deposits, adjustments, personal information updates, service to sale, and interest rates while navigating through multiple systems to properly complete the customer's request.
As a CSR with Capital One Bank I maintain monthly goals/stats such as quality, compliance, average call handle, after call work, and have recently been awarded CSAT star for all 5's on Customer Satisfaction.
Provided an elevated customer experience to generate a loyal clientèle.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
MEDCO HEALTH/EXPRESS SCRIPTS- Member Service Representative, 03/2012
to 09/2012 Aerotek Scientific – Irving,
Inbound call center assisting member with open enrollment, plan changes such as out-of-pocket changes, prescription benefits, medication alternatives and cost.
Other responsibilities included recognizing areas of opportunity for member with possibility missing a dose in therapy, educating members about the open enrollment period and the different parts of Medicare, and working closely with Medco Pharmacist to ensure correct information is given to member regarding prescription needs.
Effectively resolved insurance rejections and other billing issues.
Completed new and updated patient profiles, including lists of patient medications.
Correctly completed pharmacy paperwork, including daily and weekly reports.
Worked closely with Pharmacy Care Representatives (PCRs) in providing excellent patient care.
Insurance Verifications, 02/2012
to 04/2012 Apple One Contract HEALTH MANAGEMENT SYSTEMS – Irving,
Outbound call center updating Medicaid insurance information for the state of Texas,.
Used insurance internet database for updating information,.
Performance based environment over 200 verifications per day phone/internet.
Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.
Correctional Officer, 05/2008
to 12/2010 CORRECTIONS CORPORATION OF AMERICA – Dallas,
As an Emergency Dispatch Representative is responsible for monitoring and dispatching proper authorities to emergency and medical situations, document and relay all emergencies to on coming officers, supervise male and female offenders' daily, and complete written reports.
Supervised offenders to reduce risk to the community.
Screened offender referrals and completed intake interviews and paperwork.
to 10/2007 WALMART SUPER CENTER – Dallas,
As a cashier at Walmart, I entered purchases into cash register to calculate total purchase price, accepted cash, checks, or bankcards for payment; completes check and bankcard transactions according to established procedure, maintained sufficient amounts of change in cash drawer, assisted in other areas of store, such as clean-up, shelf-stocking, or keeping merchandise displayed in an orderly manner, and trained new cashiers ACCOMPLISHMENTS APR.
2014- Exceeding departmental goals resulting in on of the Top 5% Agents at the Texas Call Center CUSTOMER SATISFACTION- Received all 5's on a grading scale of 5 being Most Satisfied with resolving customer's needs and one call resolution.
MAY 2013- RECOGNITION INCENTIVE PERFECT ATTENDENCE AUG.
2012- Created a WOW Experience for a member at Medco for going above and beyond the customers' needs.
Bachelor of Science: Criminal Justice,
Current University of North Texas - Dallas,
Coursework in Law Enforcement
Social Justice coursework
1 2007 Texas Southern University -
High School Diploma: 2003 South Oak Cliff High School - Dallas,
Texas General Studies for Graduation
Telephone Service Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Recipient of Customer SAT Award" in 2014
Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
banking, benefits, Call Center, cash register, cashier, CPR, Customer Satisfaction, Data Entry, database, dispatching, insurance, Mac, Access, Excel, Microsoft Office, PowerPoint, quality, safety, phone, 45 WPM, WordPerfect, written