Benjamin Morse
Fort Myers,FL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
16
16
years of professional experience
Work History
Verification Member Advocate
eHealth Insurance
09.2024 - 11.2024
- Achieved high accuracy in verifying Medicare Advantage, Medicare Supplemental, Part D, and various health insurance applications with beneficiaries.
- Streamlined application submissions to insurance carriers, improving processing times.
- Resolved pending application issues, enhancing beneficiary experience.
- Provided expert support on current health insurance plans, fostering informed decision-making.
- Resolved technical issues on eHealth website, improving accessibility for beneficiaries.
- Enhanced customer satisfaction by effectively managing inquiries and resolving complaints.
- Short term contract only.
L1 Support Engineer
Instructure
05.2022 - 07.2023
- Assisted Canvas LMS users through phone, live chat, and email support.
- Suggested process improvements to address inefficiencies in L1 support.
- Enhanced customer satisfaction by resolving technical issues swiftly.
- Adapted to new technologies by independently researching solutions.
- Handled multiple tasks to ensure prompt support request resolutions.
- Diagnosed software and hardware issues remotely via phone or email.
- Minimized client downtime by providing timely L1 support and escalating issues.
Sales Advisor/Cashier/Customer Service Associate/Phone Operator
Best Buy
07.2012 - 01.2022
- Assisted customers in locating products and processing payments.
- Managed returns and resolved order issues.
- Provided product knowledge to customers, enhancing their purchasing decisions and satisfaction levels.
- Built rapport with customers to identify needs and drive sales.
- Offered purchase advice and promoted additional products.
- Listened to customer requirements and suggested appropriate solutions.
- Supported customers with after-sales inquiries, ensuring quick issue resolution and high satisfaction.
- Addressed customer inquiries and feedback with professionalism.
- Managed stressful situations effectively while resolving conflicts.
- Enhanced customer experience by efficiently handling calls and inquiries.
- Fostered a positive work environment by assisting team members with challenging calls.
- Maintained professionalism during high call volumes.
- Actively listened to customer concerns and escalated significant issues to supervisors.
- Resolved complaints with empathy, fostering loyalty and repeat business.
Front Desk Clerk
R.E. Olds Transportation Museum
06.2008 - 07.2012
- Oversaw daily operations of museum admissions and gift shop, ensuring smooth opening and closing procedures.
- Managed security camera feeds to enhance visitor safety.
- Directed communication efforts by answering phone calls and addressing inquiries.
- Maintained comprehensive database of museum member information.
- Coordinated labeling and distribution of newsletters to enhance member engagement.
Education
High School Diploma -
Holt High School
Holt, MI06.2006
Skills
- Cashiering
- Customer Service
- Typing
- POS
- Sales
- Computer Skills
- Retail Sales
- Microsoft Word
- Communication Skills
- Cash Handling
- Data Entry
- Front Desk
- Math
- Phone Etiquette
- Pricing
- Retail sales
- Order entry
- Order management system
- Order fulfillment
- Order picking
- Sales, Retail & Customer Support
- Microsoft Outlook
- Software troubleshooting
- Technical Support
- Operating Systems
- Troubleshooting
- Microsoft Windows
- Help Desk
- Computer Networking
- Microsoft Excel
- Canvas
- Live chat
- Salesforce
- Technical support
- CRM software
- Jira
- Help desk
- IT support
- IOS
- Customer service
- LMS
- Front desk
- Windows
- Operating systems
- Communication skills
- Computer skills
- Customer support
- Organizational skills
- Customer retention
- Mac OS
- Cash register
- IT
- Leadership
- Analysis skills
- Quality assurance
- Debugging
- Data entry
- Microsoft Office
- Mobile devices
- Databases
- Microsoft Powerpoint
- Time management
- Editing
- Computer hardware
- Writing skills
- Conflict management
- Documentation review
- Google Docs
- Office experience
- Sales support
- Telecommunication
- Phone etiquette
- Administrative experience
Timeline
Verification Member Advocate
eHealth Insurance
09.2024 - 11.2024
L1 Support Engineer
Instructure
05.2022 - 07.2023
Sales Advisor/Cashier/Customer Service Associate/Phone Operator
Best Buy
07.2012 - 01.2022
Front Desk Clerk
R.E. Olds Transportation Museum
06.2008 - 07.2012
High School Diploma -
Holt High School