Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Skills
Client Relations Skills
Call Center Operations
Customer Data Confidentiality
Communications Strategies
Building Customer Trust and Loyalty
Call Documentation
Responding to Difficult Customers
Training Junior Team Members
High-Volume Environments
Efficient and Detail-Oriented
Strong Telephone Etiquette
Call Control
Issue and Complaint Resolution
Calm and Professional Under Pressure
Order and Refund Processing
Computer Proficiency
Education
Anson high schoolAnson Texas , Expected in 05/2015 ā āHigh school diploma: - GPA:
Work History
Iqor - Work From Home Customer Service Agent North Charleston, SC, 10/2020 - 06/2022
Answered inbound customer queries according to internal policies, meeting concerns and resolving questions.
Documented calls according to Type policies for use in performance measurement and business progress tracking.
Performed independent research to solve complex issues, employing resources such as Type and Type.
Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
Applied creative thinking to client questions and concerns absent from scenario-based response manuals.
Provided empathetic and amiable communications to callers in stressful situations to support constructive outcomes and satisfactory resolutions.
Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
Answered live online chats to give quick answers and solve problems faster.
Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
Maintained positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.
Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
University Of Iowa - Pharmacy Technician Trainee Iowa City, IA, 12/2018 - 10/2020
Minimized risk and maintained accuracy through consistent adherence to proper medication-handling techniques and industry best practices
Reconciled account issues and resolved prescription problems via telephone and at counter
Maintained readiness for day's business by properly setting up cash drawers and stocking supplies
Maintained efficiency by balancing customer needs with pharmacy workload
Prevented recordkeeping and service errors with accurate data entry, verifying all information and correcting issues immediately
Assisted with billing, entering orders with high accuracy and verifying insurance
Handled prescription orders at counter, in drive-thru line, and via delivery service
Kept over-the-counter medications and other pharmacy-related supplies well-organized and stocked for customers
Supported pharmacists by measuring, counting and labeling prescriptions
Obtained timely payments from customers and insurance companies
Calculated medication dispensing charges and equipment use fees for hospital patients.
Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
Reviewed and verified customer information and insurance provider information.
Coordinated with insurance representatives to process claims and calculate correct co-pay information for patients.
Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects and specified use.
Answered incoming phone calls and addressed questions from customers and healthcare providers.
University Of Iowa - Pharmacy Technician Trainee Cedar Rapids, IA, 08/2018 - 12/2018
Completed prior authorizations with drs office and insurance to get meds approved for patients took inbound calls from doctors to complete prior auth made outbound calls to insurance company to approve medication
Answered incoming phone calls and addressed questions from customers and healthcare providers.
Reviewed and verified customer information and insurance provider information.
Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
Completed insurance forms and billed insurance companies.
Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
Canton Manor - Direct Support Professional Canton, MS, 06/2015 - 06/2018
Helped clients to gain independence and quality of life through company services
Wrote reports detailing support and service provided throughout each shift
Supported client social and learning needs and environment as directed.
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