Bucika Stewart
Memphis
Summary
Knowledgeable and dedicated customer service professional with extensive experience . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
CSR/IDTVA/IDT7
Internal Revenue Service, IRS
08.2022 - Current
- Investigated suspicious activities reported by other agencies or individuals.
- Prepared detailed reports outlining audit results and recommended corrective action plans.
- Provided guidance and advice to taxpayers regarding their rights under the Internal Revenue Code.
- Answered questions from taxpayers and assisted individuals with completing tax forms.
- Audited calls to evaluate quality, accuracy, and service levels of interactions.
- Examined accounting systems and records to determine appropriateness of methods and controls.
- Set up and monitored payment plans and processed payments.
- Generated financial reports to streamline auditing and tax preparation.
Call Monitoring Specialist
US Bank Service Center
12.2021 - 01.2024
- Update conversion requests and provide shipment status to members
- Facilitate transition of requested medications to home delivery
- Advocate for the member patient by placing phone calls, fax or other means to physician’s office to obtain prescriptions and forward to pharmacy for fulfillment
- Obtain new prescriptions from physician’s office and record approval status
- Service incoming calls from doctors’ offices
- Ensure accurate and complete documentation is entered into the appropriate systems for all contacts (internal/external) to maintain the quality of the home delivery process, document HIPAA compliance and reduce potential legal concerns
Customer Service Specialist
FIS Global
11.2019 - 01.2023
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Accelerated the account opening process for new clients by ensuring accurate documentation and smooth onboarding experience, contributing to increased client satisfaction rates.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
Customer Service Representative Agent
Avis Budget Group
12.2019 - 04.2020
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
Claims Specialist
Esurance Insurance
04.2013 - 12.2019
- Assist customers in understanding, selecting, and purchasing auto insurance policies based on their needs and budget.• Review and process new, renewal, and cancellation policy requests efficiently and accurately.• Handle customer inquiries, claims, and complaints, providing timely and effective solutions.• Achieve sales goals by upselling additional coverage options and promoting policy add-ons.• Maintain up-to-date knowledge of state and federal insurance regulations and policies.• Collaborate with underwriters to assess and adjust risk factors for new and existing clients.• Use CRM software to track customer interactions, claims, and policy updates.
Education
High School - General Studies
Texas Success Academy
Texas05.2004
Skills
- CRM Software
- Complaint Handling
- Customer Focus
- Conflict Resolution
- Computer Proficiency
- Documentation
- Data Entry
- Tax Research
Timeline
CSR/IDTVA/IDT7
Internal Revenue Service, IRS
08.2022 - Current
Call Monitoring Specialist
US Bank Service Center
12.2021 - 01.2024
Customer Service Representative Agent
Avis Budget Group
12.2019 - 04.2020
Customer Service Specialist
FIS Global
11.2019 - 01.2023
Claims Specialist
Esurance Insurance
04.2013 - 12.2019
High School - General Studies
Texas Success Academy