Cayla Stewart
Oshkosh,WI
Summary
Diligent Customer Care Specialist III brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals. Proven performance highlighting creative problem solving.
Overview
12
12
years of professional experience
Work History
Customer Care Specialist III
Navitus Health Solutions
10.2022 - Current
- Offered training and support to keep team members motivated and working toward objectives.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Opened service tickets for customer care, documenting user information and description of problem.
- Answered incoming calls, emails and chats to provide customer care agents assistance and troubleshooting.
- Demonstrated advanced product knowledge to solve customer care issues.
Customer Care Representative
Navitus Health Solutions
Appleton, WI
10.2021 - Current
- Research and analyze electronic and manual claims
- Apply troubleshooting skills to resolve issues as allowed by the individual benefit
- Communicate prior authorization, exception, and appeals information to callers including required information, turn-around-times, and other applicable details
- Act as a pharmacy help desk specialist to aid pharmacies in submitting claims to include participation status, accurate processing codes, reject resolution/ assistance, formulary product information, and clinical program information
- Inform members how to use their benefit including information regarding participating pharmacies, best utilization of their benefit, formulary explanations, patient pay amounts, benefit restrictions, and other information as applicable
- Educate customers so they can better assist themselves to include available website/ portal functions
- This includes anticipating and addressing questions which may drive repeat calls.
Merchandise Service Coordinator
Ulta Beauty Inc.
Oshkosh, WI
02.2020 - 10.2021
- Planned and coordinated product availability for advertising and promotion purposes
- Monitored inventory levels and kept adequate stock in product displays on sales floor
- Drove client retention, managing engaging merchandise presentation to motivate impulse purchases
- Prepared interesting and innovative visual displays to grab customer interest and promote sales.
Store Manager
It's Vaper
Oshkosh, WI
11.2012 - 12.2019
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Completed point of sale opening and closing procedures
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation
- Supervised guests at front counter, answering questions regarding products.
Consumer Loan Processor
U.S Bank
Oshkosh, WI
10.2011 - 11.2012
- Responded to and researching customer's problems, errors, telephone inquiries and requests related to credit products
- Managed large caseload researching or investigating and resolving disputed credit card charges
- Worked with customers in person and via telephone to answer questions, process transactions and resolve issues.
Education
High School Diploma -
Fond Du Lac High School
Fond Du Lac, WI01.2005
Skills
- Decision Making
- Computer Proficiency
- Merchandise Quality Assurance
- Sales Leadership
- Service-Oriented
- Employee Training
- Customer Care support
- Email correspondence
- Complaint Handling
- Customer service support
Timeline
Customer Care Specialist III
Navitus Health Solutions
10.2022 - Current
Customer Care Representative
Navitus Health Solutions
10.2021 - Current
Merchandise Service Coordinator
Ulta Beauty Inc.
02.2020 - 10.2021
Store Manager
It's Vaper
11.2012 - 12.2019
Consumer Loan Processor
U.S Bank
10.2011 - 11.2012
High School Diploma -
Fond Du Lac High School
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