Armani Randolph
Orlando,FL
Summary
Seasoned Customer Service professional with 6+ years' experience, adept at resolving 100+ inquiries daily with a 95% positive feedback rate. Proven track record in enhancing customer satisfaction, maintaining a 99% accuracy in account tasks, and increasing digital service usage by 20%. Seeking to leverage high-volume call management and fraud prevention expertise in a dedicated Customer Service role.
Overview
7
7
years of professional experience
Work History
Customer Care Associate
CVS Health
02.2023 - Current
- Professionally manage and resolve a high volume of complex inbound and outbound calls from members and clients.
- Research and investigation to resolve and verify the details of various prescription benefits.
- Multi-task and navigate through multiple applications and databases simultaneously.
- Thoroughly gather and verify participant information, assess and fulfill plan participant needs.
- Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.
Card Member Service Representative
US Bank
01.2021 - 01.2023
- Delivered top-tier customer service by resolving 100+ inquiries and issues daily, enhancing member satisfaction with a 95% positive feedback rate
- Managed high call volumes efficiently, maintaining a 90% on-time response rate and ensuring professional interactions
- Assisted with account tasks, including 50+ balance inquiries and transaction verifications daily, ensuring 99% accuracy
- Collaborated with fraud prevention teams to address security concerns, verifying transaction authenticity and reducing fraud incidents by 25%
- Guided customers on payment options and online banking, increasing digital service usage by 20%
Medical Banking Specialist
Further
12.2017 - 12.2020
- Resolved 150+ high-volume customer inquiries daily via phone and email, ensuring timely issue resolution with a 95% resolution rate.
- Provided detailed explanations of benefits and addressed customer concerns, enhancing service quality and achieving a 92% service satisfaction score.
- Maintained a 99% accuracy rate in responses, adhering to Select Account and BCBS standards.
- Educated 100+ customers monthly on Select Account products, including HSAs, FSAs, and claims processes, improving product knowledge and usage by 25%.
- Supported BCBSM Health Guides with 30+ complex spending account issues monthly, contributing to a 20% reduction in escalations.
Education
High School Diploma -
Winter Haven High School
Associates Degree -
Polk State College
Skills
- HIPAA Compliance
- Customer Service and Assistance
- Process Improvement
- Chat & Email Support
- Electronic Payments
- Quality Assurance
- Claims Processing
- Billing Inquiries
- Scheduling
- Project Management
- Medical Banking
- Inbound/Outbound Calling
- Benefits Education
- Conflict Resolution
- Technical Proficiency
- Time Management
- Problem-Solving
- Communication Skills
- CRM Software Proficiency
- Call center experience
- Reporting and analysis
- Live chat support
- Escalation management
- Email correspondence
- Point of sale system
- Claims monitoring
Timeline
Customer Care Associate
CVS Health
02.2023 - Current
Card Member Service Representative
US Bank
01.2021 - 01.2023
Medical Banking Specialist
Further
12.2017 - 12.2020
High School Diploma -
Winter Haven High School
Associates Degree -
Polk State College