Courteney Myers
Macon,GA
Summary
Compassionate customer service expert known for strong active listening and problem-solving abilities. I Successfully resolve customer issues while maintaining professionalism, fostering loyalty, and enhancing overall client experience.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
Work History
Healthcare Customer Service Representative
Aetna
Macon , Ga
05.2019 - 06.2025
- Assisted customers in navigating healthcare programs and benefits, ensuring clarity and understanding.
- Resolved complex inquiries regarding claims and coverage while maintaining high customer satisfaction levels.
- Collaborated with cross-functional teams to streamline communication processes within customer service operations.
- Managed escalated issues, providing effective resolutions and enhancing overall client experience.
- Trained new team members on systems, policies, and procedures to ensure consistency in service delivery.
- Implemented process improvements that increased efficiency in handling customer requests and inquiries.
- Monitored service metrics and identified trends to enhance response strategies for customer concerns.
- 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.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Facilitated claims processing by gathering necessary documentation from members.
- Educated clients on policy details, enhancing understanding of services provided.
- Streamlined communication between departments to improve service delivery efficiency.
- Resolved customer inquiries regarding healthcare benefits and coverage options.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Customer Service Representative
Concentrix
Atlanta , GA
07.2017 - 05.2019
- Resolved customer inquiries through multiple communication channels, ensuring prompt and effective support.
- Trained new staff on customer service protocols and system navigation to enhance team performance.
- Developed and implemented strategies to improve customer satisfaction ratings based on feedback analysis.
- Monitored key performance indicators, driving initiatives that enhanced operational efficiency and service quality.
- Collaborated with cross-functional teams to streamline processes, reducing resolution times for customer issues.
- Conducted regular training sessions to update team on product knowledge and best practices in customer engagement.
- Analyzed trends in customer feedback, recommending actionable improvements to management for service enhancement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Lakeside Highschool
Hot Springs, AR05.2013
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
Timeline
Healthcare Customer Service Representative
Aetna
05.2019 - 06.2025
Customer Service Representative
Concentrix
07.2017 - 05.2019
High School Diploma -
Lakeside Highschool