Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
Generic

Caprice (Cookie) Gates

Longview,TX

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Would like to add I am Really not interested in working for another Health Insurance Agency again -

would prefer to do something NEW - no "HIPPA" cameras please. have had enough!

Would to work for someone like CHEWY

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Concentrix /Aetna
, KY
02.2017 - Current
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Collaborated with other departments such as accounting and operations to ensure smooth delivery of services to members.
  • Maintained accurate records of all transactions related to memberships including payments, renewals, cancellations.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Promoted available products and services to customers during service, account management and order calls.
  • Collected deposits or payments and arranged for billing.
  • Prepared detailed presentations outlining the benefits of joining our organization's membership program.
  • Provided excellent customer service to members and guests by responding promptly to inquiries and resolving any complaints or issues.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Conducted regular surveys to gather feedback from members about their satisfaction with our services.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Analyzed survey responses in order to identify areas where improvements could be made.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Developed and implemented new processes for tracking member data to ensure accuracy and compliance with company standards.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Completed day-to-day duties accurately and efficiently.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Identified needs of customers promptly and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Managed household errands and other essential duties.

Data Entry Clerk

Ionex SG
Kansas City, KS
08.2015 - 10.2016
  • Identified and corrected data entry errors to prevent duplication across systems.
  • Shared incomplete and deficient data sets with supervisors for resolution.
  • Followed data program techniques and procedures to maintain data entry requirements.
  • Transferred data from hard copies to digital databases, organizing information in new formats.
  • Ensured compliance with all relevant rules and regulations governing data entry activities.
  • Kept detailed notes during meetings and relayed information to co-workers through email.
  • Reviewed existing information for accuracy and made necessary corrections.
  • Secured essential information and data by running database backups.
  • Followed up on pending tasks until completion.
  • Identified discrepancies between source documents and entered data.
  • Assisted colleagues with resolving any issues related to data entry operations.
  • Exceeded quality goals to support team productivity.
  • Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
  • Compiled reports based on gathered information.
  • Contacted customers via phone or email to address data inquiries.
  • Updated existing records with new or revised information as needed.
  • Screened and regularly answered calls to provide assistance to important clients.
  • Maintained detailed logs of finished and in-progress data entry projects to identify areas of improvement and increase productivity.
  • Researched and obtained further information for incomplete documents.
  • Checked source documents against entered data to ensure accuracy.
  • Maintained database by entering new and updated customer and account information.
  • Reviewed, corrected or deleted data, verifying customer and account information.
  • Proofread and edited documents to correct errors.
  • Verified accuracy and completeness of data entry into the database system.
  • Maintained data entry requirements by following data program techniques and procedures.
  • Utilized specialized software applications related to the job role.
  • Collected and organized information for entry, prioritizing entries to increase efficiency.
  • Scanned and stored files and records electronically to reduce paper files and secure data.
  • Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
  • Maintained confidentiality of sensitive information.
  • Identified, corrected, and reported data entry errors.
  • Provided support to management staff in regards to data entry processes.
  • Recovered missing data and resolved statistical inconsistencies by communicating with source authors.
  • Answered incoming phone calls and directed callers to appropriate departments and personnel.
  • Reviewed and updated account information in company computer system.
  • Identified data entry errors and corrected mistakes to achieve near-perfect accuracy in data sets.
  • Organized and filed data in appropriate locations for easy access to essential information.
  • Emailed completed documents to supervisors and co-workers to confirm accuracy.
  • Compiled data from source documents prior to data entry.
  • Operated various office equipment such as scanners, printers. when required.
  • Maintained confidentiality of sensitive information entered into the system.
  • Determined appropriate databases for completed documents and transferred files electronically.
  • Scanned documents into appropriate databases for storage purposes.
  • Maintained updated knowledge through continuing education and advanced training.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Worked with cross-functional teams to achieve goals.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Managed household errands and other essential duties.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Performed additional duties as assigned by management team.
  • Input statement information, reconciled accounts and resolved discrepancies.
  • Answered customer inquiries regarding billings, payments, account status.
  • Created receiving reports and updated vendor balance sheets to record accounts payable.
  • Investigated incorrect billings and processed refunds as necessary.
  • Generated detailed financial reports for management review.
  • Developed strong professional rapport with vendors and clients.
  • Processed invoice payments and recorded information in account database.
  • Assisted in developing strategies for improving collections processes.
  • Answered customer questions to maintain high satisfaction levels.

Education

High School Diploma -

LAKE HIGHLANDS HIGH SCHOOL
Dallas, TX
05-1969

Skills

  • Call center experience
  • De-escalation techniques
  • Complaint resolution
  • Account updating
  • Building rapport
  • Medical terminology
  • Customer service
  • Verifying data accuracy
  • Attention to detail
  • Data verification expertise
  • Claims appeal procedures
  • Data organization
  • Phone etiquette
  • Call handling
  • Appointment scheduling
  • Inbound call answering
  • Continuous improvement
  • Customer relationship management (CRM)
  • Active listening
  • Time management
  • Order fulfillment
  • Customer service orientation
  • Training development aptitude
  • Interpersonal skills
  • Customer retention
  • Member account management
  • Order documentation
  • Effective communication
  • Verbal and written communication
  • Customer relationship management
  • Customer retention strategies
  • Understanding customer needs

Affiliations

iI was a vet tech for nearly 20 years in Florida - took courses on small animal nutrition, have raised & trqained dogs since I was 12, no longer can do the VET Tech job, but would be able to do phone work for a company about animals.

I have been crocheting for over 50 years & teach it.

I read historicl romance novels & am a widowed Navy wife

Accomplishments

I have college credits for photography, & animal behavior - but unfortunately was never able to afford to go to college. took a correspondence course & the rest was taught by the Awesome veterinarians I worked for Dr Velasco & his wife Dr Curtis in Middleburg, Fl (they then moved to Orange Park, Fl All Animal Clinic; may have since retired)

References

References available upon request.

Timeline

Customer Service Representative

Concentrix /Aetna
02.2017 - Current

Data Entry Clerk

Ionex SG
08.2015 - 10.2016

High School Diploma -

LAKE HIGHLANDS HIGH SCHOOL

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Caprice (Cookie) Gates