Gen Admin
Charisma Drennon
Member Services Representative
Mesquite,Texas
Summary
Dedicated Member Services Representative that is focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Member Support Specialist
Personify Health
9 2020 - Current
- Assist multiple members with account access, Rewards and overall program knowledge, Device/app troubleshooting
- Actively participated in team meetings, sharing insights on how to improve customer experience across various touchpoints within organization
- Implemented feedback from quality assurance reviews, leading to improved performance metrics within team
- Streamlined support process for quicker resolution times, ensuring timely assistance to members
Patient Contact Representative
Schumacher Clinical Partners
2015.11 - 2020.03
- Increased customer satisfaction by addressing and resolving complaints in timely manner
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
- Trained multiple teammates on various programs and procedures
Client Coordinator
Key-Whitman Express Center and 20/20 Express
2014.08 - 2015.11
- Answer telephones, appointment setting, pull insurance, customer service and inputting patient demographics
- Provided comprehensive administrative support to team, enabling efficient functioning and timely deliverables
- Analyzed patient feedback to identify areas for improvement, implementing necessary changes for enhanced service delivery
- Maintained detailed documentation of all patient interactions, allowing for seamless handoffs between team members when necessary
Sales Associate/Guest Service Associate
Casual Male XL
2011.09 - 2015.10
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Prevented store losses using awareness, attention to detail and integrity
- Worked as team member performing cashier duties, product assistance and cleaning
- Assisted customers in finding out-of-stock items and ordering from different store locations.
Sales Associate
J. C. Penney
2009.08 - 2011.08
- Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service
- Took special orders in person and over the phone to generate additional revenue
- Organized the store by returning all merchandise to its proper place
- Excelled in exceeding daily credit card application goals.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry
Supervisor
Burkes Outlet
2008.04 - 2009.08
- Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning
- Compiled weekly monetary reports and records for store managers
- Stocked and rotated inventory regularly
- Recommended, selected and helped locate merchandise based on customer needs and desires.
Assistant Manager
Marianne
2006.08 - 2008.03
- Organized weekly sales reports for district manager to track product success
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax
- Guaranteed positive customer experiences and resolved all customer complaints
- Maintained adequate cash supply in cash drawers in multiple checkout stations.
Education
High School Diploma -
Commerce High School
Commerce, TX 2002.08 - 2006.05
Skills
Strong organizational skills
Courteous demeanor
Exceptional communication
Customer service expert
Energetic work attitude
Active listening skills and reading comprehension
Call center experience
Multi-tasking
Software
Microsoft Office
Centricity
Sales Force
Chase Paymentech
Confluence
Revolution
OnBase
Timeline
Patient Contact Representative
Schumacher Clinical Partners
2015.11 - 2020.03
Client Coordinator
Key-Whitman Express Center and 20/20 Express
2014.08 - 2015.11
Sales Associate/Guest Service Associate
Casual Male XL
2011.09 - 2015.10
Sales Associate
J. C. Penney
2009.08 - 2011.08
Supervisor
Burkes Outlet
2008.04 - 2009.08
Assistant Manager
Marianne
2006.08 - 2008.03
High School Diploma -
Commerce High School
2002.08 - 2006.05
Member Support Specialist
Personify Health
9 2020 - Current
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