Achille Thompson
Jacksonville,FL
Summary
Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Florida Department of Children and Families
Jacksonville, FL
05.2022 - 08.2024
- Determine the eligibility of applicants and recipients for public assistance programs
- Interview applicants to obtain and verify information needed to determine eligibility
- Process data from electronic sources and enter information into a computer based eligibility system under state and federal requirements
- Handle a high volume of calls and work in which a deadline is given
- Be able to prioritize, plan, and project work while remaining flexible to frequent changes in the program policy and computer policy
Customer Service Advocate
Aetna(CVS)
Jacksonville, FL
01.2021 - 03.2022
- Answering questions about coverage, helping members understand their benefits, and resolving any issues that may arise
- Must be knowledgeable about Aetna’s products and be able to provide accurate information to customers
- Be able to handle customer complaints in a professional and courteous manner
- Provide excellent customer service to Aetna members, employers, and providers
- Accurately document all interactions with customers in the company’s database
Engagement Specialist
AbleTo
Sunrise, FL
08.2018 - 10.2020
- Inform members of health plans of the Able To's Behavioral Health Program
- Perform mainly outbound calls to members to enroll in health plans as an additional benefit to their current health insurance
- Schedule initial consultations for members
- Apply best practices in responding to health plan member questions or objections, and ensure high quality follow-up in responding to member inbound calls & voicemails
Education
GED -
New Haven Job Corps
New Haven, CT11.2013
Associate of Science - Cardiovascular Technology
Florida State College At Jacksonville
Jacksonville, FLSkills
- Communication
- Interpersonal Skills
- Problem Solving
- Product Knowledge
- Time Management
- Adaptability
- Call center operations
- Inbound phone call management
Timeline
Call Center Representative
Florida Department of Children and Families
05.2022 - 08.2024
Customer Service Advocate
Aetna(CVS)
01.2021 - 03.2022
Engagement Specialist
AbleTo
08.2018 - 10.2020
GED -
New Haven Job Corps
Associate of Science - Cardiovascular Technology
Florida State College At Jacksonville
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