Alita Dreher
Clairton,PA
Summary
Dedicated customer service representative with 19 years of experience meeting customer’s needs as a customer service representative and Team Manager.
Overview
19
19
years of professional experience
Work History
Member Service Representative
UnitedHealthcare
Pittsburgh, PA
04.2018 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Researched claims and incident information to deliver solutions and resolve problems.
Customer Service Representative
PNC Bank
Pittsburgh, PA
09.2016 - Current
- Provide routine service support to PNC customers who initiate contact with the PNC Customer Care Center.
- Answers customer’s questions regarding PNC products, online directions, and their online accounts.
- Resolves customer service inquiries and issues.
- Recommends appropriate solutions for customers, and refers complex or reoccurring issues.
Team Manager
Alorica
Pittsburgh, PA
10.2006 - 06.2016
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Analyzed call volume and average call time to monitor customer service representative performance and productivity.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Effectively managed a high-volume of inbound customer calls.
Education
High School Diploma - undefined
Clairton Education Center
Clairton, PA06.2001
Skills
- Skilled in call center operations
- Exceptional workflow management
- Strong problem solving skills
- Strong in meeting Key Performance Indicators (KPIs)
Timeline
Member Service Representative
UnitedHealthcare
04.2018 - Current
Customer Service Representative
PNC Bank
09.2016 - Current
Team Manager
Alorica
10.2006 - 06.2016
High School Diploma - undefined
Clairton Education Center