TOWANNA BURROWS
Summary
Total of 10+ years of customer service experience, both in-person and over the phone 10+ year of call center. Accustomed to telephonic roles - receiving inbound and making outbound calls all throughout the day. Computer proficient: Microsoft Office (Word, Excel), the internet, and company-specific programs. Certificates/Accomplishments-Rock Star of the Month Quality Scores of 100% /Trainer Side by Side/ Zoom Meeting planner for Huddle Meetings /Microsoft Teams / Team Lead. Personable and dedicated Customer Service Support with extensive experience in Support industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
JP Morgan Chase
Heathrow
01.2021 - Current
- Inbound Call Center, Billing, Update Accounts.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
Customer Support Specialist/Seasonal Worker
ALIGHT SOLUTIONS
Orlando, FL
06.2018 - 06.2019
- Receive Inbound/Outbound calls per day from clients' employees to answer questions, provide education, and solve complex HR and financial issues related to their health care benefits, 401k savings and retirement plans, leaves of absence, payroll, etc
- Process transactions such as health enrollments, tax and direct deposit updates, 401k withdrawals or contributions, and retirement elections
- Utilize computer navigation skills to toggle between multiple screens and systems to provide answers and support
- Create and update files in our database and communicate with third parties to research and assist the customer with updates or inquiries.
- Reviewed medical records to ensure accuracy of billing information and patient data.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Calculated billing charges, prepared and submitted claims to insurance companies.
- Verified insurance coverage and identified third-party payers for billing purposes.
- Answered customer inquiries regarding billings, payments, account status.
Customer Service Representative (Contract; Part Time Work From Home)
Humana Insurance Company
Lake Mary, FL
07.2018 - 01.2019
- Process prescription orders and Rx-Mail orders
- Conduct eligibility updates thru medical providers
- Handle Prescription Refills
- Provided customer service by responding promptly to inquiries from claimants regarding their benefits or coverage.
- Receive 20-25 inbound calls per day
- Place Outbound Calls day.
- Reviewed applications and supporting documents to determine applicant's eligibility for Medicaid benefits.
- Reviewed and analyzed insurance claims to determine validity, completeness, accuracy, and eligibility for payment.
- Processed payments for valid claims according to established procedures.
Customer Service Representative/Admin Assistant
AT&T
Lake Mary, FL
04.2007 - 05.2016
- Confer with customers via telephone or in person
- Provide information about products and services
- Take or enter orders, cancel accounts
- Problem solve for customer complaints
- Answer telephones and give information to callers, take messages and transfer calls to appropriate staff
- Create, maintain, and enter information into system database
- Operate office equipment: fax, copier, and computers
- Prepare correspondence for courier deliveries, mail distribution.
Education
High School Diploma -
Seminole High School
Some College (No Degree) - Business Administration
Seminole State College of Florida
Sanford, FLSkills
- Detailed Oriented and Self Motivated
- Ability To Multitask
- Strong Attention To Detail
- Ability To Maintain Professionalism In Stressful Situations
- Great Quality Scores
- Kudos Recipient
- Acknowledge For Employee of the Month
- Adaptive Team Player
- Computer Proficiency
- Microsoft Office Suite
- Active Listening
- Complaint resolution
- Staff education and training
- Training development aptitude
- Multi-line phone talent
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
CUSTOMER SERVICE REPRESENTATIVE
JP Morgan Chase
01.2021 - Current
Customer Service Representative (Contract; Part Time Work From Home)
Humana Insurance Company
07.2018 - 01.2019
Customer Support Specialist/Seasonal Worker
ALIGHT SOLUTIONS
06.2018 - 06.2019
Customer Service Representative/Admin Assistant
AT&T
04.2007 - 05.2016
High School Diploma -
Seminole High School
Some College (No Degree) - Business Administration
Seminole State College of Florida
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