Chassity Newell
Boynton Beach
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Member Services Representative
Resultscx
Century
10.2023 - 11.2024
- Managed Medicaid, Medicare, Managed care, Long Term Care, HAARP, On/Off Exchange, And Essential Plans
- Assisted with Member, Provider, and Pharmacy Claims/Authorizations and Prior Authorizations
- Crisis Calls and claims
- Assisted Members in Primary Care Provider changes, demographic updates, and Renewal/Plan benefits
- Assisted pharmacy and provider Authorizations and Formulary's For Prescriptions/J code injections
- Managed Members Contact With Managed Care Team, Nurse, and Personal Care Services Providers
- Assisted with medical and claim appeals
- Researched claim denials and appeals to determine appropriate resolution.
- Prepared correspondence concerning appeals, refunds, overpayments.
- Processed returns and refunds according to company policies.
- Performed quality assurance checks on outgoing messages prior to distribution.
- Created reports and other types of documentation, which often contained sensitive and confidential data.
- Explained relevant policies regarding refunds, cancellations, taxes and fees.
- Processed membership applications, renewals, changes, and cancellations.
Customer Service Representative (Remote)
QVC
Pensacola
08.2023 - 04.2024
- Customer service inquiry
- Order process/update cc information
- Credit card applications
- Website troubleshooting/assistance
- Password resets/ profile updates
- Customer complaints/ shipping/pickups
Sales Associate
Miah Wireless
Pensacola
09.2019 - 07.2023
- Responsible for cell phone sales
- Responsible for selling 25 products
- Performed onsite, in-store retail sales
- Planned and managed social media marketing
- Handled and followed up on escalations
- Resolved register transaction issues
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Developed trusting relationships with customers by making personal connections.
- Organized stockroom shelves according to size, color or style.
- Cleaned shelves, counters and tables to maintain organized store.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Maintained cleanliness of store environment including floors, windows, displays.
- Engaged customers in friendly, professional dialogue to determine needs.
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Maintained records related to sales for store management.
- Demonstrated product features and benefits for customers' needs.
- Ticketed, arranged and displayed merchandise to promote sales.
- Adhered to company initiatives and achieved established goals.
- Conducted product demonstrations to highlight features and benefits.
- Conducted inventories on a regular basis to track stock levels.
- Tracked sales performance metrics to identify trends in market place.
- Helped customers find specific products, answered questions, and offered product advice.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Recommended, selected and located merchandise based on customer desires.
- Collected payments and provided accurate change.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Maintained up-to-date knowledge of store merchandise and policies.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
Remote Customer Service Representative
Williams-Sonoma, Inc.
Pensacola
09.2018 - 12.2022
- Work from home call center work
- Sales
- Customer assistance
- Order placement/ shipping orders
- Dealing with escalation calls/high call volume
- Order processing/ cancellation
- POS processing/ revolving payments
- Chat Support/customer inquiries
Remote Customer Service Representative
iPacesetters LLC
Pensacola
03.2016 - 02.2020
- Outbound calls, data entry, order processor, retention, customer resolution, sales
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Updated system with order specifics and customer details, preferences, and billing information.
- Collected deposits or payments and arranged for billing.
- Resolved customer complaints promptly and efficiently.
- Updated databases with new and modified customer data.
- Provided top quality control and eliminated downtime to maximize revenue.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided accurate information about products and services to customers.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided exceptional customer service to ensure customer satisfaction.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Independent Sales Representative
Avon
Pensacola
03.2017 - 12.2019
- Upsells
- Cosmetic sells
- Inventory
- Door to door sales
- Beauty consultant
- Sales
- Quota
- Participated and executed new product line launch parties to enhance consumer knowledge and promote company product solutions.
- Developed solution-based plans for clients, offering products to meet client's needs
- Greeted and assisted customers to foster positive experiences.
- Coordinated inventory to maintain adequate samples and products to meet target customer demands.
- Introduced customers to new offerings and updated accounts.
- Maintained and increased account sales by consistently making suggestions and recommendations to existing clients on new and updated products.
- Executed lunch-ins with prospective clients to review product catalog and distribute samples.
Server/Hostess
Waffle House
Pensacola
03.2018 - 10.2018
- Served guest both dining in and takeout
- Handles money processing cash/card tender through POS system
- Sanitized and cleaned both tables and dishes
- Customer assistance/hostess and seating guests
Sales Associate
Salemakers/Tracphone
Pensacola
08.2015 - 09.2017
- Selling phone, hotspots, data, plans, starting up new customers, meeting quotas, customer service
- Activation, purchasing new devices as well as filing claims, upselling
Volunteer
Ronald McDonald House
Pensacola
01.2013 - 12.2015
- Office assistant
- Housekeeping
- Made referrals to utilize community resources for resident's needs.
- Followed directions from supervisors and completed tasks within appropriate timeframe.
- Participated in team-building exercises to strengthen relationships among volunteers.
- Helped with prep, set up, and breakdown of community and public events.
- Guided clients through transition to independent living within community.
- Assisted with fundraising efforts, including event planning and donor outreach.
- Collaborated with other volunteers to create a positive work environment.
- Organized and maintained records of volunteer hours and donations.
Sales Associate
Follett Higher Education
Pensacola
01.2014 - 08.2015
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Developed trusting relationships with customers by making personal connections.
- Organized stockroom shelves according to size, color or style.
- Cleaned shelves, counters and tables to maintain organized store.
- Adapted sales strategies based on customer interactions and feedback to improve results.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Maintained cleanliness of store environment including floors, windows, displays.
- Engaged customers in friendly, professional dialogue to determine needs.
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Maintained records related to sales for store management.
- Demonstrated product features and benefits for customers' needs.
- Ticketed, arranged and displayed merchandise to promote sales.
- Adhered to company initiatives and achieved established goals.
- Conducted product demonstrations to highlight features and benefits.
- Conducted inventories on a regular basis to track stock levels.
- Tracked sales performance metrics to identify trends in market place.
- Helped customers find specific products, answered questions, and offered product advice.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Recommended, selected and located merchandise based on customer desires.
- Collected payments and provided accurate change.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Maintained up-to-date knowledge of store merchandise and policies.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Prepared merchandise for purchase or rental.
- Provided accurate information about products, prices and services.
- Used technology resources to assist customers in locating and selecting items.
- Worked with fellow sales team members to achieve group targets.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Analyzed sales data to identify trends and adjust sales strategies accordingly.
- Answered customer inquiries regarding product features, pricing, and availability.
- Answered store and merchandise questions and led customers to wanted items.
Education
Bachelor of Science - Nursing
Hillsborough Community College
Tampa, FL07-2027
GED -
George Stone Technical Center
Pensacola, FL08.2014
Skills
- Typing
- Salesforce Marketing Cloud
- POS
- E-commerce
- Data Entry
- Upselling
- Microsoft Office
- Cash Handling
- Host
- Negotiation
- Customer Service
- CSR
- Call Center
- Waitress
- Leadership
- Office Administration
- Beauty & Cosmetics Sales
- Phone Etiquette
- Sales
- Customer Care
- Marketing
- Inside Sales
- Cash Register
- Restaurant Server
- Windows
- Relationship Management
- Medical Documentation
- Computer Literacy
- Technical Support
- Salesforce
- Managed Care
- Customer Support
- Retail Sales
- Customer Relationship Management
- Work from Home
- Software Troubleshooting
- Cold Calling
- Word Processing
- Computer Skills
- Office Experience
- Medical Billing
- Hospitality
- Communication Skills
- Microsoft Outlook
- Restaurant Experience
- Waiter
- Hostess
- Door-to-Door
- Cross-selling
- Complaint handling
- Call center experience
- Data entry proficiency
- Up-selling strategies
- Strong empathy
- Strong leadership
- Team management
- Sales experience
- Client relationship building
- Customer service expertise
- Policy enforcement
- Merchandise upselling
- Refunds processing
- Promotional support
- Credit card payment processing
- Contract development
- Billing procedures
- Computer skills
- Investigate claims
- Product knowledge
- Service standard compliance
- Call metrics
- Policies and procedures adherence
- Business ethics
- 40 wpm typing speed
- Multi-line phone systems
- Stress tolerance
- In-store support
- Customer service excellence
- Rapport building
- Customer retention strategies
- Merchandise orders and exchanges
- Data entry
- Service upselling
- Understanding customer needs
- Call center operations
- Money handling
- Sales closing
- Direct sales
- Communication skills
- Customer relationship management (CRM)
- Data entry accuracy
- Product recommendations
- Project management
- Attention to detail
- Active listening
- Customer relations
- Account updates
- Salesforce CRM
- MS office
- Medical terminology
- Calm under pressure
- Phone etiquette
- De-escalation techniques
- Retail marketing
- Order fulfillment
- CRM software
- Verbal and written communication
- Billing adjustments and refunds
- Written communication
- Policy adherence
- Clinical documentation
- Customer service
- Healthcare regulations
- Problem solving
- Team collaboration
- Time management
- Analytical reasoning
- Benefits administration
- Resource management
- Document review
- Document filing
- Information management
- Email design
- Email reporting
- Email scheduling
- Effective communication
- Crisis intervention
- Conflict resolution
- Decision-making
- Customer education
- Call escalation
- Customer satisfaction measurement
- Problem resolution
- Strategic sales
- Data collection
- Administrative support
- Escalation management
- Report transcription
- Documentation
- Spreadsheets
- Professional telephone demeanor
- Tracking complaints
- Dispute resolution
- Multitasking and organization
- Technical troubleshooting
- Microsoft Excel
- Typing proficiency
- Calendaring
- Adaptive team player
- Appointment scheduling
- Customer consulting
- Client relations
- Microsoft Office Suite
- Multi-line phone talent
- Call center procedures
- Paperwork processing
- Order processing
- Multi-line telephone operations
- Researching
- Support case resolution
- Report preparation
- Proofreading
- Receiving support
- POS systems expert
Certification
Driver's License, 09/01/14, 09/01/28
Languages
5
Education and Training
true
Timeline
Member Services Representative
Resultscx
10.2023 - 11.2024
Customer Service Representative (Remote)
QVC
08.2023 - 04.2024
Sales Associate
Miah Wireless
09.2019 - 07.2023
Remote Customer Service Representative
Williams-Sonoma, Inc.
09.2018 - 12.2022
Server/Hostess
Waffle House
03.2018 - 10.2018
Independent Sales Representative
Avon
03.2017 - 12.2019
Remote Customer Service Representative
iPacesetters LLC
03.2016 - 02.2020
Sales Associate
Salemakers/Tracphone
08.2015 - 09.2017
Sales Associate
Follett Higher Education
01.2014 - 08.2015
Volunteer
Ronald McDonald House
01.2013 - 12.2015
Bachelor of Science - Nursing
Hillsborough Community College
GED -
George Stone Technical Center