Charles Drake
Coppell
Summary
Motivated individual with experience in customer service, health insurance and sales. Skilled in building customer relationships and understanding customer needs. Outstanding analytical, interpersonal and organizational skills. Dedicated to resolving issues and exceeding client expectations while providing superior customer service.
Overview
21
21
years of professional experience
Work History
Healthcare Customer Service Representative
Cigna
11.2023 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Head Graphic Designer
Unique Designs
02.2009 - Current
- Demonstrated ability to take on various roles including graphics assistant and graphics specialist to provide range across projects
- Researched current and emerging art and graphic design technologies
- Designed wireframes and compositions for new web projects
- Worked with clients to gather and define requirements, establish scopes and managing project milestones
- Met with customers to present mockups and collect information for adjustments
- Put together videos for social media, advertising and informational purposes
- Created aesthetically-pleasing advertisements that complemented products
- Designed creative digital displays used in on-line advertising for local businesses
- Increased sales by 60%
Virtual Banking Customer Service Representative
PNC Bank
07.2019 - 03.2021
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Provided customer records on demand, including account statements and copies of checks.
- Assisted customers with compromised debit cards and issued new credentials.
- Accessed computerized financial information to answer questions related to specific accounts.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Managed over 60 customer calls per day in addition to emails from customers.
Customer Service Representative
Walker Way Entertainment
02.2004 - 03.2020
- Educated customers about brand to incite excitement about company’s services and what we could do to make their special day extra special
- Answered customer telephone calls promptly and in appropriate manner
- Determined customer needs by asking relevant questions and listening actively to responses
- Maintained established marketing standards, including promotional graphic and social media marketing
- Preserved perfect attendance record
Global Services Representative 2
Hyatt
10.2017 - 08.2018
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Served as main liaison between customers and locations worldwide
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
- Updated customer accounts with add-on room charges, including minibar use and room service bills
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment
- Managed over 100 customer calls per day
- Maintained financial accuracy by collecting deposits, fees and payments, processing changes and issuing receipts
Education
High School Diploma -
Franklin D. Roosevelt High School
Hyde Park, New York2005
Skills
- Active listening skills
- Natural leader
- Customer Engagement
- Insurance Verification
- Team Collaboration
- Medical terminology knowledge
- Appointment Scheduling
- Up-selling capabilities
- CRM Software Experience
- Healthcare Systems Understanding
Timeline
Healthcare Customer Service Representative
Cigna
11.2023 - Current
Virtual Banking Customer Service Representative
PNC Bank
07.2019 - 03.2021
Global Services Representative 2
Hyatt
10.2017 - 08.2018
Head Graphic Designer
Unique Designs
02.2009 - Current
Customer Service Representative
Walker Way Entertainment
02.2004 - 03.2020
High School Diploma -
Franklin D. Roosevelt High School
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