Reginald R. Roberts
Tacoma,Wa.
Summary
Results-driven customer service professional with a strong dedication to optimizing business operations through exceptional service delivery, operational efficiency, and motivational leadership. Possesses effective communication and listening skills, adept at interacting across all organizational levels. Proven expertise in rapidly analyzing, diagnosing, and resolving issues, coupled with a track record of building client relations, providing technical support, and managing daily operations for heightened productivity, accuracy, and efficiency.
Overview
11
11
years of professional experience
Work History
Member Services Representative (REMOTE)
Centene Management
02.2020 - Current
- Addressed routine member and/or provider inquiries, requests, and concerns in a timely and accurate manner, demonstrating a commitment to personalized support
- Mitigated and prevented complaints from escalating, resolving issues during the initial contact
- Served as the front-line resolution advocate, handling various inquiries, requests, or concerns with efficiency
- Communicated relevant information regarding member or provider needs, identified causes of problems, and determined if escalation to other departments was necessary for further resolution
- Maintained performance and quality standards based on established contact center metrics
- Provided empathetic customer service in a high-paced contact center environment, utilizing phone, live chats, and emails
- Documented all members or provider information and communications in
- Customer Relationship Management (CRM) applications for quality and performance tracking
- Remained up to date on industry standards, regulations, and policies, ensuring adherence to quality, consistency, and compliance
- Complied with all organizational policies and standards, consistently demonstrating a commitment to excellence.
Auto Claims Adjuster
State Farm
12.2016 - 11.2019
- Acquired and applied foundational knowledge of auto coverages, auto physical damage, and liability to evaluate and settle a high volume of low- complexity auto claims
- Specialized in handling simple comprehensive and collision claims (e.g., single vehicle, parked and unoccupied, clear liability), glass, roadside, and rental vehicle coverages for repairable vehicles
- Resolved claims through proactive problem-solving and decision-making, ensuring compliance with authority guidelines and under direct supervision
- Clearly documented thought processes, including damage evaluation, investigation, negotiation, and settlement decisions
- Collaborated with internal and external business partners, setting expectations to facilitate efficient claims resolution
- Supported members, business partners, and claimants through various communication channels, utilizing digital tools for timely and effective resolutions.
Customer Service/Technical Support
GreatCall
09.2013 - 12.2016
- Answered incoming calls from customers, addressing inquiries related to installati on disconnection, changes to service, and Greatcall products and services
- Identified customer needs and proactively offered products and services contributi ng to increased customer satisfaction and revenue generation
- Contacted customers by phone or in writing to address past due payments, effectively resolving billing concerns and facilitating payment arrangements
- Investigated and resolved customer inquiries and disputes on service, billing, rate adjustments, and policy issues ensuring a positive customer experience
- Verified service order accuracy and completeness making corrections and change s as needed to enhance service delivery.
Education
High School Diploma -
Samuel E Gompers High School
Sacramento Sacramento, CASkills
- Customer Service Operations
- Accurate Technical Support
- Superior Customer Service
- Planning & Implementation
- Manage Heavy Call Volume
- Data Entry & Record Keeping
- Product/Service Knowledge
- Written & Verbal Communication
Timeline
Member Services Representative (REMOTE)
Centene Management
02.2020 - Current
Auto Claims Adjuster
State Farm
12.2016 - 11.2019
Customer Service/Technical Support
GreatCall
09.2013 - 12.2016
High School Diploma -
Samuel E Gompers High School
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