Cherish Cherita Lipford
Memphis,TN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Care Management Support Assistant 3
Humana
07.2023 - Current
- Worked inbound and outbound dialer in Five 9.
- Assisted Care Manager with tasks and supporting members with additional needs.
- Organized and developed filing systems for important documents and personal information, maintaining accessibility for associated personnel.
- Administered assessment-related surveys, prepared summary reports and managed electronic archives for proper documentation of compliance.
- Completed 10 health risk assessment daily for members.
- Submitted orders while working in Community Health Education sending last wishes for member wills.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Customer Service Health Management Representative
American Specialty Health
03.2022 - Current
- Managed over 50 Customer calls per day.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Promptly responded to inquiries and requests from prospective customers.
- Scanned documents and saved in database to keep records of essential organizational information.
- Secured and protected data from unauthorized access by complying with security protocols.
- Identified data entry errors and reported to necessary departments.
- Completed data entry tasks with accuracy and efficiency.
- Sorted documents and maintained organized filing process.
- Searched, extracted and interpreted information to determine correct input procedure.
- Organized and detail-oriented with strong work ethic.
- Excellent communication skills, both verbal and written
Customer Service Fitness Representative
American Specialty Health
11.2021 - 03.2022
- Supported management by processing invoices and documents with consistent on-time delivery.
- Handled customer inquiries and suggestions courteously and professionally.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Processed customer service orders promptly to increase customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Technical Support
Verizon
09.2020 - 02.2021
- Researched and identified solutions to technical problems.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded to customer inquiries and provided technical assistance over phone.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded promptly to incoming sales leads and requests for technical support.
- Researched product and issue resolution tactics to address customer concerns.
- Contributed to team objectives in fast-paced environment.
- Set and achieved company defined sales goals.
- Increased sale goals by 10 percent.
- Assisted with updating technical support best practices for use by team.
- Managed high levels of call flow and responded to technical support needs.
Customer Service Agent
Teleperformance
12.2019 - 07.2020
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Sorted out jobs relevant to interests of candidates to forward information to candidates.
- Cultivated interpersonal skills by building positive relationships with others.
- Paid attention to detail while completing assignments.
- Demonstrated leadership skills in managing projects from concept to completion.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Generated leads through cold-calling, networking and other outreach methods.
- Investigated and processed claims swiftly to keep customers satisfied.
- Approved and terminated customer contracts upon request.
- Attended telephone skills and program information training sessions to boost aptitude.
- Documented and detailed calls and complaints using call center's CRM database.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
Customer Service Representative
Connextionpoint
08.2018 - 06.2020
- Maintained high standards of customer service by building relationships with clients.
- Obtained underwriting approval by completing application for coverage.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Educated clients on insurance policies and procedures.
- Conducted annual reviews of existing policies to update information.
- Researched and identified potential new markets.
- Collected premiums on or before effective date of coverage.
- Finalized sales and collected necessary deposits.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Developed extensive knowledge of products and services to better assist customers.
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Undergraduate - Biochemistry
Arizona State University
Tempe, AZ05.2025
Technical Diploma - Dental Assisting
Concorde Career College
Memphis TN05.2011
High School Diploma -
Memphis Academy of Science & Engineering
Memphis TN05.2010
Skills
- Customer Satisfaction
- Customer Relationship Management
- Regulatory Compliance
- High Customer Service Standards Adherence
- Inbound Phone Calls
- Information Services
- Customer Service Process Improvement
- Sales and Upselling
- Process Transactions
- Call Volume and Quality Metrics
- Sales Quota Achievement
- First-Tier Technical Support
- Complex Product Knowledge
- Microsoft Office
- Customer Account Management
- Understanding Customer Needs
Timeline
Care Management Support Assistant 3
Humana
07.2023 - Current
Customer Service Health Management Representative
American Specialty Health
03.2022 - Current
Customer Service Fitness Representative
American Specialty Health
11.2021 - 03.2022
Technical Support
Verizon
09.2020 - 02.2021
Customer Service Agent
Teleperformance
12.2019 - 07.2020
Customer Service Representative
Connextionpoint
08.2018 - 06.2020
Undergraduate - Biochemistry
Arizona State University
Technical Diploma - Dental Assisting
Concorde Career College
High School Diploma -
Memphis Academy of Science & Engineering
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