Chelsea Rouser
Cypress,CA
Summary
Diligent and motivated individual bringing proven customer relations and problem-solving abilities. Worked effectively in fast-paced environments, building trust and resolving complex issues. Tech-savvy - equipped with knowledge and relationship-building abilities necessary to drive retention and key satisfaction metrics. Consistently paying attention to details and have become experienced in effectively managing time.
Overview
9
9
years of professional experience
Work History
Customer Care Associate
Magellan Health
11.2021 - 01.2022
- Managed approximately 80-90 incoming calls per day from providers and members
- Assisted providers and members with questions and concerns regarding patient insurance eligibility, benefits, EAP services, claim statuses, and authorization inquiries
- Confirmed members' eligibility and benefits with providers
- Educated providers and members on how to submit claims
- Helped members locate hospitals and treatment centers near them by providing lists of In-Network/Out of Network providers via email
- Filed complaints/grievances per Magellan guidelines
CUSTOMER SERVICE REPRESENTATIVE
Tsc Auto ID
10.2019 - 06.2021
- Entered and processed approximately 40 purchase orders per day for industrial printers via phone, email and fax
- Handled minimal inbound and outbound calls in office environment
- Addressed customers' questions and/or concerns regarding status of purchase orders/tracking information via phone, email and in person
- Worked closely with inside sales teams and suppliers to ensure accuracy of pricing, discounts and product information (such as discontinued/EOL products)
- Effectively communicated with warehouse team regarding tracking information and accurate inventory of products
- Assisted customers with billing issues and/or concerns
- Processed RMAs/credit requests and provided credit memos to customers
- Provided customers with basic troubleshooting assistance for industrial printers - escalated to technical team if necessary
- Handled minimal clerical duties, such as, scanning, filing, and copying documents
- Managed and periodically updated back log of backordered items.
CUSTOMER SERVICE REPRESENTATIVE
Abbott Vascular
02.2019 - 10.2019
- Managed approximately 80-90 inbound and outbound calls per day in fast-paced call center environment
- Processed approximately 50 purchase orders/returns via phone, fax, and email for cardiovascular devices
- Processed orders via GHX and EDI
- Worked closely with inside sales team and hospital purchasing departments to ensure accuracy of pricing, product availability and any issues regarding purchase orders
- Educated customers on basic information regarding certain cardiovascular products
- Provided basic troubleshooting steps of products - escalated to technical department for further assistant
- Effectively communicated with warehouse team for accurate tracking information and backorder statuses.
ACCOUNT REPRESENTATIVE
Club Demonstration Services (CDS)
10.2017 - 10.2018
- Managed scheduling 10-12 vendor accounts per week for food and health demonstrations at nationwide Costco locations
- Oversaw and managed scheduling demonstrations ("demos") for vendors based on Costco's availability
- Handled minimal clerical duties such as faxing, scanning, copying documents
- Created and sent out detailed Excel spreadsheets to corresponding vendors displaying their most updated demo schedules
- Handled and addressed all compliance issues/correspondence received from Costco managers
- Directly communicated with assigned vendors via phone and email regarding any scheduling conflicts or billing concerns
- Created vendors' invoices per month-end requirements for all of assigned vendors.
CUSTOMER SERVICE REPRESENTATIVE
Hall's Culligan Water
10.2016 - 10.2017
- Managed approximately 40-50 inbound and outbound calls per day in fast-paced office environment
- Placed business and residential orders for bottled water, water softeners, reverse osmosis systems and more
- Scheduled service calls for installations, repair or removal of equipment
- Provided basic troubleshooting for equipment - escalated to service department for further assistant
- Worked closely with delivery drivers regarding any issues with customers' water or products deliveries
- Worked closely with inside sales team for accurate pricing and discounts for business customers
- Managed and updated customers' delivery schedules upon request
- Processed payment transactions via phone and in person
- Performed credit checks for new Culligan customers
- Handled minimal clerical duties such as faxing, mailing, scanning and filing documents
CUSTOMER SERVICE REPRESENTATIVE
T-Mobile Call Center
05.2013 - 07.2016
- Managed approximately 100-150 inbound/outbound calls per day in extremely fast-paced call center environment
- Managed 20-30 Live Chat inquiries
- Provided quality customer service experience through effective and timely resolution of various customer inquiries and concerns
- Processed RMAs for all equipment/device returns and exchanges
- Educated customers on seasonal promotions and discounts
- Provided basic troubleshooting steps for issues regarding customers' cell phones, equipment, and network service
- Processed payment transactions via phone
- Effectively upsold T-Mobile account features based on customers' needs
- Met rigorous productivity and quality standards for each call
- Offer customer retention incentives to loyal customers and account holders that had undesirable experiences.
Education
Associates of Applied Science - Certificate in Medical Assisting
National American University
Wichita, KS01.2013
High School Diploma - General Studies
Wichita Heights High School
Wichita, KS01.2009
Skills
- Detail Oriented
- Active Listener
- CRM Software
- KPI Metrics
- Call center experience
- MS Office Proficient
- 55 wpm Typing Speed/ 10-Key
- Administrative & Office Support
- Appointment Scheduling
- Calm Under Pressure
- De-Escalation Techniques
- Order Entry & Processing
- Account Management
- Chat Support
Timeline
Customer Care Associate
Magellan Health
11.2021 - 01.2022
CUSTOMER SERVICE REPRESENTATIVE
Tsc Auto ID
10.2019 - 06.2021
CUSTOMER SERVICE REPRESENTATIVE
Abbott Vascular
02.2019 - 10.2019
ACCOUNT REPRESENTATIVE
Club Demonstration Services (CDS)
10.2017 - 10.2018
CUSTOMER SERVICE REPRESENTATIVE
Hall's Culligan Water
10.2016 - 10.2017
CUSTOMER SERVICE REPRESENTATIVE
T-Mobile Call Center
05.2013 - 07.2016
Associates of Applied Science - Certificate in Medical Assisting
National American University
High School Diploma - General Studies
Wichita Heights High School
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