Summary
Overview
Work History
Education
Skills
Languages
Education
Contact
Timeline
Generic

Alexandra Diamond

Lake Zurich,IL

Summary

Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings Number-year background maintaining customer satisfaction and contributing to company success.

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

24
24
years of professional experience

Work History

Customer Service Associate

Walgreens
Barrington, IL
04.2012 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Developed and actualized customer service initiatives to decrease wait times.
  • Executes excellent sales floor merchandising and selling.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Maintained clean personal appearance, modeled store's outfits when working clothing department settings and wore uniforms per company policy.
  • Demonstrated items to customers and created customer awareness, interest and sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Offered basic technical support for clients on wide range of company products.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services and company information.

Disability Case Manager II

Sedgwick CMS
Chicago , IL
01.2001 - 05.2010
  • Analyzes, approves and authorizes assigned claims and determines benefits due pursuant to a disability plan.
  • Reviews and analyzes complex medical information (i.e. diagnostic tests, office notes, operative reports, etc.) to determine if the claimant is disabled as defined by the disability plan.
  • Utilizes the appropriate clinical resources in case assessment (i.e. duration guidelines, in-house clinicians).
  • Communicates with the claimants providers to set expectations regarding return to work.
  • Determines benefits due, makes timely claims payments/approvals and adjustments for workers compensation, Social Security Disability Income (SSDI), and other disability offsets.
  • Medically manages disability claims ensuring compliance with duration control guidelines and plan provisions.
  • Communicates clearly with claimant and client on all aspects of claims process either by phone and/or written correspondence.
  • Informs claimants of documentation required to process claims, required time frames, payment information and claims status either by phone, written correspondence and/or claims system.
  • Coordinates investigative efforts ensuring appropriateness; provides thorough review of contested claims.
  • Evaluates and arranges appropriate referral of claims to outside vendors or physician advisor reviews, surveillance, independent medical evaluation, functional capability evaluation, and/or related disability activities.
  • Negotiates return to work with or without job accommodations via the claimants physician and employer.
  • Refers cases as appropriate to team lead and clinical case management.
  • Maintains professional client relationships.

Education

High School -

Jan Kalinski
Łódź Poland
08.1977

Skills

  • Exceptional Communicator
  • Upbeat and Positive Personality
  • Responding to Difficult Customers
  • Travel Itineraries
  • Building Customer Trust and Loyalty
  • Presenting Solutions
  • Issue and Complaint Resolution
  • Customer Support
  • Courteous with Strong Service Mindset
  • POS Systems and Ordering Platforms
  • MS Office Proficiency

Languages

1

Education

Łódź Poland

Contact

Lake Zurich, IL 60047

Timeline

Customer Service Associate

Walgreens
04.2012 - Current

Disability Case Manager II

Sedgwick CMS
01.2001 - 05.2010

High School -

Jan Kalinski
Alexandra Diamond