Chiquita Smith
Lenexa,KS
Summary
Experienced Customer Support Specialist with a proven track record in delivering exceptional service and support across diverse industries. Adept at resolving complex customer issues through clear communication, active listening, and problem-solving skills. Skilled in managing high volumes of inquiries while maintaining a positive and professional demeanor. Demonstrates strong empathy and patience, ensuring customer satisfaction and fostering long-term relationships. Committed to continuous improvement and keen on leveraging feedback to enhance support processes and contribute to overall organizational success.
Overview
11
11
years of professional experience
Work History
Client Services Specialist
ACERTUS
07.2022 - Current
- Knowledge of the vehicle title and licensing process
- Establish and maintain interpersonal relationships with partners
- Track status of ongoing transactions and provide feedback to the team to ensure proactive communication with clients
- Analyze client data to identify trends, providing feedback to ensure workflows can be maintained within SLA’s
- Work closely with cross-functional teams within the ACERTUS organization to achieve the company’s overall objectives and goals, and address client needs to provide best in class customer service
- Responsible for all inbound calls, emails and Zendesk ticket activities to support workflow management within Client Support.
- Cross-trained and provided backup support for organizational leadership.
Patient Support Manager
Assist RX
08.2021 - 07.2022
- Ensure cases move through the process as required in compliance with company requirements and the organization's defined standards and procedures; in a manner that provides the best level of service and quality
- Conduct benefit investigations for patients by making outbound phone call to payers to verify patient insurance benefit information, navigate complex reimbursement barriers and seek resources to overcome the barriers
- Identify any coverage restrictions and details on how to expedite patient access
- Document and initiate prior authorization process and claims appeals.
Fraud Analyst
US Bank
12.2020 - 07.2021
- Answering incoming calls and providing high quality support to our credit and debit card customers over the phone
- Initiating fraud claims and providing information on existing fraud and dispute claims
- Partnering with multiple departments to service fraud and dispute issues
- Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Lead Customer Support Specialist
Ascend Learning
03.2017 - 05.2020
- Maintain and report all member complaints by taking escalated call
- Update customer information in the customer service database during and after each call
- Answering incoming customer calls regarding Pre licensing Certificate, product problems, service questions and general client concerns
- Resolve customer complaints via phone, email and chat.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Customer Service Representative
CVS Caremark
02.2014 - 10.2016
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Ray Pec High School
Raymore, MO05.2006
Skills
- Active listening
- Leadership
- Negotiation
- Strong work Ethic
- Product knowledge
- Empathy
- Adaptability
- File Management
- Client Retention Strategies
- Follow-up skills
- Account Management
Awards
Accomplishments: Employee of the month, promoted within six months, Obtained 2024 MVP Core Value award. Organized a leadership ability to negotiate and improve profitability. Volunteer in Community activities.
Timeline
Client Services Specialist
ACERTUS
07.2022 - Current
Patient Support Manager
Assist RX
08.2021 - 07.2022
Fraud Analyst
US Bank
12.2020 - 07.2021
Lead Customer Support Specialist
Ascend Learning
03.2017 - 05.2020
Customer Service Representative
CVS Caremark
02.2014 - 10.2016
Ray Pec High School
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