Annette Hartzel
Troy,IL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Lumeris
10.2020 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Rep 2
BJC Medical Group
03.2015 - 10.2020
- Handled complex claim issues, effectively communicating with patients, providers, and insurance companies to ensure resolution.
- Demonstrated adaptability by handling various types of medical claims across multiple specialties while maintaining accuracy.
- Ensured prompt payment from insurance companies through diligent follow-up on outstanding claims balances.
- Collaborated with healthcare providers for timely resolution of discrepancies, ensuring accurate reimbursement.
- Contributed to overall department success through regular participation in meetings, sharing ideas for improvement initiatives.
- Monitored and updated claims status in claims processing system.
- Verified patient insurance coverage and benefits for medical claims.
- Researched and resolved complex medical claims issues to support timely processing.
- Responded to correspondence from insurance companies.
- Followed up on denied claims to verify timely patient payment and resolution.
- Identified and resolved discrepancies between patient information and claims data.
Customer Service
Enterprise Rent-A-Car
06.2009 - 03.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Processed debit and credit card and electronic check payments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Sales Associate
Borders Bookstore
08.2005 - 03.2010
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Listened to customer needs and desires to identify and recommend optimal products.
Education
Associate of Science - Art Teacher Education
Southwestern Illinois University
Belleville, IL Associate of Arts - Art Education
Southwestern Illinois University
Belleville, ILSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Microsoft Excel
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Follow-up skills
- Product Knowledge
- Data Collection
- Reading Comprehension
Timeline
Customer Service Representative
Lumeris
10.2020 - 04.2024
Customer Service Rep 2
BJC Medical Group
03.2015 - 10.2020
Customer Service
Enterprise Rent-A-Car
06.2009 - 03.2015
Sales Associate
Borders Bookstore
08.2005 - 03.2010
Associate of Science - Art Teacher Education
Southwestern Illinois University
Associate of Arts - Art Education
Southwestern Illinois University