Summary
Overview
Work History
Education
Skills
Timeline
Generic

Luredia Kinnard

Mount Prospect,IL

Summary

Knowledge of Medicare health and RX plans. Productive, professional customer service representative with several years of experience in resolving customer concerns and inquiries in a fast-paced environment. Versed in accurately documenting call details. Committed to providing assistance and quality service.

Overview

18
18
years of professional experience

Work History

Customer Service Call Center Representative (Temp)

Alight Solutions
Lincolnshire (Virtual), IL
08.2023 - 01.2024
  • Managed high volume of inbound and outbound calls in a fast-paced call center environment.
  • Assisted Medicare-eligible retirees with a basic understanding of Medicare plans.
  • Confirmed, scheduled, and rescheduled customers' appointments with Benefits Advisors.
  • Verified account information to ensure accuracy of data entry.
  • Navigated through multiple systems to resolve customer requests.
  • Followed up on customer inquiries not immediately resolved.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Maintained accurate records of inbound and outbound calls.
  • Coordinated topics with call center scripts to handle customer questions, delivering appropriate answers.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Delivered superior customer service with a high level of professionalism and knowledge.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Collaborated with other departments within the organization when necessary.
  • Developed strong relationships with customers through effective communication skills.
  • Tracked daily performance metrics such as number of calls handled, average call duration.

Customer Service Representative

Alight Solutions, AON Hewitt
Lincolnshire, IL
06.2006 - 08.2022
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Maintained detailed records of customer interactions, transactions, comments and complaints.
  • Responded to customer calls, emails and live chats regarding health benefits.
  • Followed up with customers on open cases as needed to ensure satisfaction was achieved.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Provided exceptional customer service to ensure customer satisfaction.

Education

High School Diploma -

Metropolitan High School
Chicago, IL

Some College (No Degree) -

Oakton Community College
Des Plaines, IL

Skills

  • Call Center Customer Service
  • Inbound and outbound Call Handling Management
  • Data Entry
  • Account updating
  • Knowledge in using Microsoft Word, Excel, computer telephony
  • Excellent communication skills
  • Ability to multi-task
  • Problem-solving skills
  • Positive and professional

Timeline

Customer Service Call Center Representative (Temp)

Alight Solutions
08.2023 - 01.2024

Customer Service Representative

Alight Solutions, AON Hewitt
06.2006 - 08.2022

High School Diploma -

Metropolitan High School

Some College (No Degree) -

Oakton Community College

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Luredia Kinnard