Annie Joshua
Prentiss,MS
Summary
Dynamic customer service professional with extensive experience at Conduent Call Center, excelling in problem-solving and transaction processing. Proven ability to enhance customer satisfaction and resolve complex issues efficiently. Skilled in CRM software and adept at call handling, consistently delivering exceptional service and fostering strong client relationships.
Overview
10
10
years of professional experience
Work History
Customer Experience Associate I
Conduent Call Center
10.2024 - Current
- Answering outbound calls by assisting customers with their needs.
- Helping customers with their transactions, so they can file a dispute.
- Transferring calls to the appropriate department.
- Ordering replacement cards and sending out statements.
- Letting customers know why their cards are not working.
- Assisted customers with inquiries and resolved issues effectively.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Helping customers create their Direct Express account. Locking, unlocking, and terminating their mobile app accounts. And help them reset their passwords.
Sales Associate
Dollar General
11.2023 - Current
- Assisted customers with product selection and inquiries.
- Collaborated with team members to achieve sales goals.
- Handled inventory management and restocked shelves regularly.
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Maintained cleanliness of store environment including floors, windows, displays.
- Built and maintained relationships with peers and upper management to drive team success.
Customer Service Representative
Maximus Call Center
06.2021 - 08.2023
- Medicare and Marketplace (Dual)
- Answering phone calls for beneficiary who been having issues with their Medicare
- Using dual monitors at the same time
- Part A/B, Medicare Advantage and
- PDP, Premiums and claims
- Enrolling consumers/customers into a Marketplace are a Medicare Advantage plan coverage and making sure that they have the best Medicare Advantage. And answering questions about their plan
- Marketplace Tier 2 Escalating calls when they are having issues with an Agent/ broker
- Doing a misrep on a call, correcting their termination date are escalating to get there coverage retroactive
- Enrolling when they have a Medicaid denial updating application when there is a change of address, income, are household size
- Sending out are reading 1095 A.
Customer Support Specialist
Walmart
04.2019 - 06.2021
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Customer Service Representative
Savilinx
Hattiesburg, MS
05.2018 - 01.2019
- Resolves customer inquiries and concerns by the client and company policies and with the highest degree of courtesy and professionalism
- Ability to troubleshoot technical and customer service questions by multiple program requirements
- Communicates with end-users using web-based tools regarding navigation of applications in a leveraged environment supporting one or more queues/skill sets over various accounts
- Provides customer support through telephone calls, email, text, and chat technologies
- Accurately documents all correspondence with end- users.
Customer Service Representative
General Dynamics
Hattiesburg, MS
08.2015 - 02.2018
- Provide knowledgeable responses to telephone inquiries courteously and professionally; utilizing pre-scripted responses which they must read verbatim to provide basic general and claims-specific information
- Follow established and documented policies and standard operating procedures such as filling out timesheets; adhering to privacy rules and responding to numerous phone inquiries.
- Utilize standard technology such as telephone; e-mail; and web browser to perform job duties
- Be ready and available to take both Medicare and Marketplace calls; as business needs dictate; on short notice
Education
Associates - Medical Billing & Coding
Pearl River Community College
Poplarville, MS05.2021
Skills
- Customer service
- CRM software
- Problem solving
- Transaction processing
- Account management
- Call handling
Timeline
Customer Experience Associate I
Conduent Call Center
10.2024 - Current
Sales Associate
Dollar General
11.2023 - Current
Customer Service Representative
Maximus Call Center
06.2021 - 08.2023
Customer Support Specialist
Walmart
04.2019 - 06.2021
Customer Service Representative
Savilinx
05.2018 - 01.2019
Customer Service Representative
General Dynamics
08.2015 - 02.2018
Associates - Medical Billing & Coding
Pearl River Community College
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