Celeste Gates
Butte,MT
Summary
Experienced customer service professional with exceptional oral and written communication skills, active listening, and analytical problem-solving abilities. Dedicated to enhancing customer experiences by consistently displaying service-oriented behaviors, understanding desires and needs, and providing tailored solutions to foster loyalty. Seeking a full-time position to utilize organizational skills, excellent time management, and problem-solving abilities. Adept at guiding participants towards relevant information outcomes through extensive interviewing experience. Skilled in accurately recording answers and offering compassionate assistance throughout the document completion process. Maintains meticulous records for optimal organizational convenience.
Overview
10
10
years of professional experience
Work History
Enrollment Assistant
Cognosante by Accenture Federal Services
05.2024 - Current
- Maintain detailed and accurate records between multiple databases and programs.
- Investigate and provide resources to assist with barriers to health care for consumers.
- Coordinate Marketplace application completion and reviews via phone while adhering to deadlines, assisting consumers in determining premium tax credit eligibility.
- Assist prospective consumers with accurate program information, facilitating informed decision-making for their health care needs.
- Acted as a knowledgeable resource, guiding consumers through the entire enrollment process and ensuring a smooth transition into their chosen health care plan.
- Connect consumers to resources including housing, Medicaid, food, and other community driven resources as needed.
- Use a variety of tools and applications simultaneously to assist each consumer, documenting each interaction whether email, text, or phone call.
Customer Service Agent
FCR
08.2020 - 05.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Leading team, training new hires
- Handle all customer contact channels including Phone, Chat, Email, and Electronic Medical Record. Average over 100 written contacts or more daily.
Psychometrician
PSYCHOMETRIST • MOUNTAIN WEST PSYCHOLOGICAL
12.2016 - 03.2018
- Under supervision of Neuropsychologist - performing neuropsychological evaluation on clients to determine cognitive function and deficit by delivering testing in standardized form.
- Creating natural and engaging rapport with patients.
- Complete administration and scoring and assist in reporting of neuropsychological test measures, while adhering to testing standards and guidelines.
- Complete reports of all diagnostic measures, testing, and results in applied formatting
- Continual record of 100% completion of all reports by deadline provided
PROPERTY MANAGER
PUBLIC STORAGE
11.2015 - 10.2016
- Control of day to day operations, often leading district in reservation management and filling in for other stores when necessary
- Increased overall occupancy of rental units, maintained consistent 97% occupancy.
- Reduced overall delinquency to less than 3%
- Received district recognition for sales and occupancy throughout employment
- Utilization of opportunity style of management to create successful office culture and furthering employee knowledge, as well as customer base.
- Completed final move-out walk-throughs with tenants to identify required repairs
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services
Education
ASSOCIATES DEGREE - HUMAN SERVICES NOVEMBER
KAPLAN UNIVERSITY
Davenport, IA2015
GED -
Montana ABE
Butte MT11.2013
Skills
- Leadership
- Decision making using sound judgement and discretion
- Customer service
- Issue and Complaint Resolution
- Managing Multiple Tasks
- Livechat Messaging/Phones/Email
- Building rapport
- Policy Knowledge
- Organization
- Attention to detail
- Written and verbal communication
- ZenDesk, Teams, Microsoft Office, Outlook/Gmail, Slack familiar
Timeline
Enrollment Assistant
Cognosante by Accenture Federal Services
05.2024 - Current
Customer Service Agent
FCR
08.2020 - 05.2024
Psychometrician
PSYCHOMETRIST • MOUNTAIN WEST PSYCHOLOGICAL
12.2016 - 03.2018
PROPERTY MANAGER
PUBLIC STORAGE
11.2015 - 10.2016
ASSOCIATES DEGREE - HUMAN SERVICES NOVEMBER
KAPLAN UNIVERSITY
GED -
Montana ABE
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