Bernice Byrd
San Antonio,TX
Summary
Very motivated, organized and responsible pharmacy technician trainee seeking an opportunity to extend my knowledge and utilize my skills. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
GlowTouch
06.2023 - 01.2024
- Filed appeals on behalf of customers when necessary after denial of a claim due to insufficient evidence.
- Educated customers on their rights under state and federal regulations governing insurance policies.
- Analyzed trends in claim denials or delays to identify areas for improvement within the organization.
- Coordinated benefits processing, including enrollments, terminations and claims.
Customer Service Representative
pecrepta
03.2023 - 06.2023
- Provided customers with accurate information regarding menu items, pricing and order status updates.
- Educated customers about preventative maintenance programs available at the dealership.
- Assisted in maintaining cleanliness of the shop area including organizing tools and equipment.
Customer Service Representative
Ranstand Staffing
11.2022 - 03.2023
- Analyzed trends in claim denials or delays to identify areas for improvement within the organization.
- Filed appeals on behalf of customers when necessary after denial of a claim due to insufficient evidence.
- Identified potential fraud indicators during the review process and reported suspicious activity accordingly.
- Precisely calculated refunds, premiums, and adjustments.
Customer Service Representative
Sykes Work from Home
05.2022 - 10.2022
- I helped the customer with billing in auto insurance and home insurance
- Upheld quality control policies and procedures to increase customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Service Representative
UnitedHealth Group
San Antonio, TX
01.2022 - 03.2022
- Dental insurance
- Processed payments received from clients promptly according to established procedures.
- Analyzed claims data to determine potential areas of improvement for policyholders' protection.
- Provided customers with information regarding plan features, pricing, and availability.
Customer Service Representative
Carenet Healthcare Services
San Antonio, TX
07.2021 - 01.2022
- Help with updating customer profile or calling pharmacist about clinical
- Assisted other team members when needed during peak hours of business operations.
- Processed exchange requests in computer system.
- Navigated through computer systems to review information and respond appropriately to callers.
- Gathered customer feedback to inform product improvements or new products and services development.
Customer Service Representative
Conduent
San Antonio, TX
11.2020 - 04.2021
- Help with social security cards and there's bank information
- Maintained up-to-date knowledge of applicable rules, regulations, policies and procedures related to credit cards.
- Analyzed various reports from multiple sources in order to identify trends or patterns which could affect the company's bottom line.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Shift Leader
Little Caeaser Inc
San Antonio, TX
06.2013 - 09.2020
- Help with customer, cleaning, counts, counting money, cooking
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Delegated work to staff, setting priorities and goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Customer Service Representative
Conn's Home Plus
San Antonio, TX
03.2019 - 05.2019
- Help with customer getting service or delivery
- Relayed customer feedback to cross-functional teams to improve products and services.
- Analyzed business performance data and forecasted business results for upper management.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Customer Service Representative
QVC Inc
06.2018 - 01.2019
- Talking on the phone, helping with bills, look up items, refunds, making orders
- Upheld quality control policies and procedures to increase customer satisfaction.
- Followed-up with customers regarding order status updates.
- Analyzed customer feedback surveys to assess satisfaction levels.
- Identified customer needs by asking questions and advising on best solutions.
- Consulted with customers regarding needs and addressed concerns.
Education
High school diploma -
Oliver Wendell Holmes High School
06.2016
Bachelor of Science - Healthcare Administration
University of Phoenix-Online Campus
Medical Insurance Billing And Coding
Penn Foster College
Scottsdale, AZSkills
- CPR (Less than 1 year)
- Health Care Provider CPR (Less than 1 year)
- Shift Lead
- Customer Service
- Fast Food
- Windows
- Microsoft Windows Server
- Mac OS
- Operating Systems
- Scheduling
- Call Management
- Data Entry
- Appointment Scheduling
- Data Collection
- Inbound and Outbound Calling
- Account Updating
- Product Knowledge
- Technical Support
- Follow-Up Skills
- Active Listening
Certification
Driver's License
Timeline
Customer Service Representative
GlowTouch
06.2023 - 01.2024
Customer Service Representative
pecrepta
03.2023 - 06.2023
Customer Service Representative
Ranstand Staffing
11.2022 - 03.2023
Customer Service Representative
Sykes Work from Home
05.2022 - 10.2022
Customer Service Representative
UnitedHealth Group
01.2022 - 03.2022
Customer Service Representative
Carenet Healthcare Services
07.2021 - 01.2022
Customer Service Representative
Conduent
11.2020 - 04.2021
Customer Service Representative
Conn's Home Plus
03.2019 - 05.2019
Customer Service Representative
QVC Inc
06.2018 - 01.2019
Shift Leader
Little Caeaser Inc
06.2013 - 09.2020
High school diploma -
Oliver Wendell Holmes High School
Bachelor of Science - Healthcare Administration
University of Phoenix-Online Campus
Medical Insurance Billing And Coding
Penn Foster College
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