Alexis Brown-Misseck
Kansas City,MO
Summary
Enthusiastic Senior Customer Service Representative with more than 15 years of customer service experience resolving account and servicing concerns for customers. Demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Advocate
Blue Cross and Blue Shield
08.2022 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- aking medicare advantage calls, escalation calls, helpline calls and provider calls
- Working on projects such as appeals and grievance
- Mailing and emailing providers and members
- Helping my team to make sure our adherence, and QA is good as a team.
- Demonstrating a great attention to details
Tech Support
Asurion
03.2019 - 08.2022
- My job is to listen and show customer empathy and assurance while I resolve their solution
- I troubleshoot devices or replace them.
- Provided technical support using knowledge of complex technology to solve problems and support new projects.
- Provided remote and local technical support for telecommunications protocols and network infrastructure.
Pharmacy Customer Relations Specialist
CVS Health
02.2017 - 06.2018
- Handle up to 100 calls per day from patients
- Provide great customer service while patient resolving customer issues regarding incorrect medications
- Perform one call resolutions
- Follow up with customer to make sure they was satisfied with the final outcome.
Customer Service Advocate
Unitedhealth Group
06.2015 - 01.2017
- Answer 150 to 200 calls a day
- Recruit customers to switch over to mail service pharmacy
- Contact doctors to refill or order prescription
- Ensure customers are completely satisfied with our company service while always going above and beyond.
Customer Service Representative
United Services Community Actions
11.2014 - 05.2015
House Keeper/Server
Garden Village Retirement Homes
09.2013 - 01.2014
Customer Service Representative
Central Parking
12.2010 - 08.2013
Customer Service Representative
Walt Disney World
02.2008 - 11.2010
Education
High School Equivalency -
Full Employment Council
Kansas City, MOSkills
- Windows
- Data entry
- Computer skills
- Typing
- Documentation review
- Technical Support
- Network Support
- Cold Calling
- Troubleshooting
- Computer Networking
- Operating Systems
Additional Information
3 years of Healthcare Call Center Experience, over 10 years of Customer Service Experience. Inbound & Outbound Calls, Escalations, Inquiries, Medication Orders, Data Entry, Refunds. Utilize Windows Vista, Windows XP, Microsoft Suite
Assessments
- Customer focus & orientation, Proficient, 02/01/19
- Customer focus & orientation, Highly Proficient, 01/01/22
Personal Information
Title: Pharmacy Customer Relations Specialist
Timeline
Senior Customer Service Advocate
Blue Cross and Blue Shield
08.2022 - Current
Tech Support
Asurion
03.2019 - 08.2022
Pharmacy Customer Relations Specialist
CVS Health
02.2017 - 06.2018
Customer Service Advocate
Unitedhealth Group
06.2015 - 01.2017
Customer Service Representative
United Services Community Actions
11.2014 - 05.2015
House Keeper/Server
Garden Village Retirement Homes
09.2013 - 01.2014
Customer Service Representative
Central Parking
12.2010 - 08.2013
Customer Service Representative
Walt Disney World
02.2008 - 11.2010
High School Equivalency -
Full Employment Council