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
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
12.2023 - 02.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
AstonCarter
11.2022 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally.
Ride Share Driver
Lyft And Uber
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.
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
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
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
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