Bessie Flournoy
Sacramento,CA
Summary
Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets.
Overview
20
20
years of professional experience
Work History
Customer Service Advocate
Centene
Sacramento, CA
02.2024 - Current
- Answered inbound calls to greet and assist members and providers with various needs and questions.
- Resolved members inquiries, complaints, and issues providing insightful solutions.
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
- Handled escalated callers to reach positive outcomes.
- De-escalated member complaints using specialized communication techniques.
- Addressed members concerns and complaints and resolved issues promptly.
- Returned members calls and responded to inquiries and complaints.
- Provided solutions, recommendations and replacements with empathy and positive feedback.
- Documented detailed notes in CRM system to track customer interactions.
- Navigated multiple systems to identify source of issue. Met and exceeded daily service quality and performance goals.
- Referred members and providers to appropriate departments or personnel to swiftly resolve issues.
- Educated members by explaining complex details in easy-to-understand terminology.
Customer Service Representative
TekSystems
Sacramento
12.2023 - 02.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
AstonCarter
Sacramento, CA
11.2022 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally.
Ride Share Driver
Lyft And Uber
Sacramento, CA
07.2017 - 03.2023
- Transfer passengers to their destinations safely
- Able to maintain a 5-Star Customer Service rating
- Detail Oriented-Maintained a clean presentable car
- Time-Management Skills: Optimizing vehicle position to reduce wait time
- Bookkeeping-Kept records of expense and mileage and filed taxes
- Multi-tasking skills: Able to navigate through unfamiliar locations in heavy traffic without pressure while maintaining conversations and looking out for new requests
Oubound Call Center Interviewer
Research America, Inc.
Sacramento, CA
09.2019 - 11.2022
- Remained calm and poised during stressful and difficult situations, helping diffuse challenging conversations.
- Conducted nationwide business communication service satisfaction surveys and political interviews by phone, email and text.
Outgoing Mail Processor
Pride BPO
Roseville, CA
01.2015 - 03.2019
- Process a high volume of confidential outgoing correspondence with accuracy and efficiency using Microsoft Systems.
- Ensure the highest standards of customer service are maintained.
- Compliant to HIPAA
File Clerk/Office Assisstant/Medical Data Entry Clerk
Outpatient Pathology Assoicates
Sacramento, CA
03.2004 - 10.2014
- Cleaned, prepared and maintained examination rooms and treatment areas.
- Supported front office billing, scheduling and patient check-ins.
- Performed clerical work utilizing organizational computer hardware and software according to company policies.
- Prepared patients for examinations, procedures and treatments.
- Answered phone calls and scheduled or followed-up on appointments.
- Performed gamut of tasks, including maintaining files, verifying insurance claims on behalf of patients and scanning documents.
- Answered the phone to provide information, schedule appointments, and take down messages.
- Serviced front desk and records room area to organize patient records and practice files.
Education
Associate of Science - Nursing
American River College
Sacramento, CASkills
- Call center experience
- Data Entry
- Problem-solving abilities
- Complaint Handling
- Complaint resolution
- Microsoft Outlook
- CRM Software
- Medical terminology knowledge
Timeline
Customer Service Advocate
Centene
02.2024 - Current
Customer Service Representative
TekSystems
12.2023 - 02.2024
Customer Service Representative
AstonCarter
11.2022 - 12.2023
Oubound Call Center Interviewer
Research America, Inc.
09.2019 - 11.2022
Ride Share Driver
Lyft And Uber
07.2017 - 03.2023
Outgoing Mail Processor
Pride BPO
01.2015 - 03.2019
File Clerk/Office Assisstant/Medical Data Entry Clerk
Outpatient Pathology Assoicates
03.2004 - 10.2014
Associate of Science - Nursing
American River College