ChaDai Dockery
Dayton,OH
Summary
Driven by a results-focused approach, I leveraged my problem-solving abilities and active listening skills at Teleperformance to enhance customer satisfaction and loyalty. Expert in managing high-stress situations and resolving complex issues, I led a team towards reducing complaints and improving service delivery, demonstrating significant achievements in customer service and conflict resolution.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Caresource
10.2024 - Current
- Enhanced provider satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Conducted thorough research on provider issues, reducing resolution time and increasing satisfaction rates.
- Leveraged deep understanding of healthcare plans and benefits, guiding providers through helping their patients through decision-making processes.
- Monitored performance metrics to ensure adherence to company standards and goals consistently met or exceeded expectations.
- Managed high call volume, approximately 70-75 called per day, providing prompt assistance to customers seeking help with their healthcare services.
Customer Service Representative
Elevance Health
03.2019 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled 60-75 escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for insurance needs, services, and company information.
- Developed rapport with customers through active listening skills, leading to positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and improving overall user experience.
Customer Service Manager
Teleperformance
06.2016 - 05.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Resolved escalated provider complaints efficiently while maintaining composure under pressure situations.
- Managed high call volume, approximately 70-80 calls per day, with professionalism and empathy, ensuring timely resolution of customer concerns.
- Prioritized tasks effectively during peak call periods, ensuring optimal productivity without compromising service quality.
- Coordinated with internal departments to resolve escalated issues promptly and effectively.
Education
Highschool Diploma -
Trotwood-Madison High School
Trotwood, OH05.2015
Skills
- Customer Service
- Active Listening
- Critical Thinking
- Medical Terminology
- Data Entry and Management
- Call center experience
- Conflict Resolution
- Regulatory Knowledge
Accomplishments
Manager of the year- 2018
Timeline
Customer Service Representative
Caresource
10.2024 - Current
Customer Service Representative
Elevance Health
03.2019 - 11.2023
Customer Service Manager
Teleperformance
06.2016 - 05.2019
Highschool Diploma -
Trotwood-Madison High School