Cerelia Richmond
Spindale,NC
Summary
Hardworking, reliable, and focused on going above and beyond to support team and serve customers. Trained in various areas in customer service and offering top-notch customer service abilities. Motivated to continue to learn and grow as a professional.
Overview
12
12
years of professional experience
Work History
Customer Advisor II
Concentrix (American Express)
07.2023 - Current
- Assisting customers with questions concerning their savings accounts
- Ensure compliance is met with both Concentrix and the client
- Help customers with online technical issues such as password resets or registering their account online
- Meeting goals and being receptive to feedback to become a better agent
- Identify problems and help with resolutions to help the customer have a one call resolution
- Attend team meetings as well as coachings via Microsoft Teams or WebEx to help improve upon goals and expectations that are set by Concentrix and the client.
Subject Matter Expert (SME)
Broad-Path/ESI Healthcare Call Center
05.2020 - 07.2023
- Assisting supervisor with a team of 20 agents on behalf of our client Express Scripts
- Ensure compliance with Broad-Path, Client, and HIPAA regulations
- Explain plans, procedures, protocols, benefits, services and any other necessary information to the agents when there are missed opportunities
- Performing weekly coaching's to discuss KPI metrics to improve overall performance, behavior based plans to help correct behaviors that have been identified on calls
- Identify problems questionable to prior authorizations, resolve issues where appropriate, and refer to the applicable department in an effort to drive team success
- Attend company meetings through Microsoft Teams and WebEx to help improve upon goals and expectations that are set by Express-Scripts and have to be met by Broad-Path as a vendor.
Customer Service Representative
Ameridial
06.2015 - 01.2020
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Assist both members and providers with health insurance policy and medical claim questions
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Communicated with clients over various platforms such as phone, email, web portal and chat
- Consistently met team and client performance metrics, goals, and deadlines
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving a wide range of issues
- Trained and developed new team members on customer service initiatives and operational procedures.
Customer Service Representative
Xerox
12.2014 - 06.2015
- Builds proficiency related to serving and upselling products and services to customers, while providing a best-in-class customer experience and building loyalty
- Assist customers with questions about their bill, activating new phones, accepting payments, as well as technical support
- Assist customers to pick up right where they left off in their shopping journey, whether online, through Customer Care or in-store
- Guide customers through their purchasing experience thoughtful questions, informative answers and sharing expertise
- Approaching service and sales needs with patience, honesty and empathy
- Skilled with and consistently leverages digital tools in interactions
- Redefining how wireless is done, down to device and account inspection, review and troubleshooting.
Pharmacy Help Desk Technician
Optum
01.2014 - 12.2014
- Engaged customers to understand desires and offer skilled assistance with needs
- Resolved customer issues and answered questions to deliver positive customer experience
- Answered inbound calls on behalf of CVS Caremark to assist customers and pharmacies with processing information, Rx claim policy questions, and prescription drug override.
Lead Phone Banker
Wells Fargo
06.2012 - 06.2014
- Resolved customer problems through research and using company tools and resources
- Developed relationships with customers while upselling products and services that will provide a better banking experience
- Served as first point of contact for clients and displayed positive first impressions through friendly and expert customer service
- Researched, troubleshoot, and resolve customer and internal inquiries regarding policies, practices, and product.
Education
Associate's Degree - Associate of Applied Science in Medical Office Administration
Isothermal Community College
Spindale, NC05.2020
Skills
- Customer Service
- Written & Verbal Communication
- Problem Resolution
- Detail Oriented
- Product knowledge
- Conflict resolution
- Product education
- Client communication
Timeline
Customer Advisor II
Concentrix (American Express)
07.2023 - Current
Subject Matter Expert (SME)
Broad-Path/ESI Healthcare Call Center
05.2020 - 07.2023
Customer Service Representative
Ameridial
06.2015 - 01.2020
Customer Service Representative
Xerox
12.2014 - 06.2015
Pharmacy Help Desk Technician
Optum
01.2014 - 12.2014
Lead Phone Banker
Wells Fargo
06.2012 - 06.2014
Associate's Degree - Associate of Applied Science in Medical Office Administration
Isothermal Community College
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