Alicia Ward
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Collection Customer Service Representative
StarTek
08.2023 - Current
- Processed debtor payments and updated accounts to reflect new balance.
- Established relationships with customers to encourage payment of delinquent accounts.
- Analyzed customer financial records to determine appropriate payment plan.
- Entered client details and notes into system for interdepartmental access and review.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Directed customers to appropriate departments for additional support.
Licensed Insurance Agent
Primerica
11.2022 - Current
- Book appointments daily before going out into the field
- Ensuring that all clients have complete and accurate applications
- Build and maintain a client base; keep clients informed about services and policies
- Inputting data into the system correct, making sure information on clients are correct
- Handling and verifying all clientele bank account information properly by running personal information into the computer system
- Submitting client information on time ensuring they receive coverage
- Creating the need for Life Insurance coverage
- Advised and counseled customers through precise communication which insurance plans best suited their needs and budget
- Aided clients with premiums, effective dates, policy terminations, and additional policy riders
- Scheduled daily appointments for home services to market life insurance policies and collect premiums from home-based clients
- Encouraged add on insurance policies and explained all benefits for the consumer plan of choice.
Customer Care Specialist
SYKES
04.2020 - 08.2023
- Take calls, answer members' questions, troubleshoot issues, and coach them on navigating the healthcare system
- Manage inbound and outbound digital messaging, emails and fax
- Coordinated and easy member experience, managing member communications and digital member engagement
- Builds partnerships and delivers case management services addressing the social determinants of health
- Analyze, synthesize and communicate insights on member experience and member feedback across channels of communication
- Design experiments and analyze the impact of member experience programs and interventions, using data and statistics to support recommendations on strategy decisions
- Pick up new content/industries quickly in an extremely fast-paced, and ever-changing environment
- Use spreadsheets and other tools to build models to inform business decisions
- Maintain quality control/satisfaction records for thousands of calls
- Explains bills, payment issues, billing disputes, appeals and claims to members
- Assisted in training new employees and participated in cross-training with other departments.
Administrative Assistant
All Aboard School Transportation
02.2017 - 02.2020
- Answer multiple console telephone systems
- File documents to maintain an organized and efficient office environment
- Create a filing system exclusively for all sensitive information used throughout the database
- Maintain accurate students records for new and existing students including but not limited to course hours, participation, certifications, certificates and license
- Provide time sensitive documents to obtain certificates and license
- Order and distribute office supplies while using inventory management skills keeping records of material needed for each student and classes
- Oversaw calendar maintenance, appointment scheduling and expense report preparation
- Responsible for updating databases and inputting new information about students and/or instructors
- Familiarity with data entry procedures and office equipment such as computers, scanners, fax machine, telephone systems and copiers
- Compare data with source documents, or re-entered data in verification format to detect errors
- Store completed documents in appropriate locations.
Secretary Assistant
New Boston Property Management
11.2015 - 04.2017
- Take calls, answer members' questions, troubleshoot issues, and coach them on navigating the healthcare system
- Manage inbound and outbound digital messaging, emails and fax
- Coordinated and easy member experience, managing member communications and digital member engagement
- Kept track of material inventory by use of software and data entry skills
- Analyze, synthesize and communicate insights on member experience and member feedback across channels of communication
- Design experiments and analyze the impact of member experience programs and interventions, using data and statistics to support recommendations on strategy decisions.
Education
Diploma -
Pittsburg High School
Pittsburg, TX05.2013
Skills
- Data Entry
- Quality Assurance
- Inbound Customer Service
- Leadership and management skills
- Expert Customer service and phone service
- Knowledge of using computers and basic workplace equipment
- Expert in computing bill, collecting payment and making change
- Microsoft Office Professional Suite (Excel, Word, PowerPoint, Google Doc)
- Goal-Oriented
- Stress Tolerance
- Management Support
- Payment Processing
Certification
- Licensed Life Insurance Agent -December 2022-Current
Timeline
Collection Customer Service Representative
StarTek
08.2023 - Current
Licensed Insurance Agent
Primerica
11.2022 - Current
Customer Care Specialist
SYKES
04.2020 - 08.2023
Administrative Assistant
All Aboard School Transportation
02.2017 - 02.2020
Secretary Assistant
New Boston Property Management
11.2015 - 04.2017
Diploma -
Pittsburg High School
- Licensed Life Insurance Agent -December 2022-Current
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