CRYSTAL JEFFERSON
Bensalem,PA
Summary
Dedicated Customer Service Representative with over 10 years of experience successfully servicing a high volume of inbound calls. Effectively addresses customer inquiries, complaints, and feedback. Maintains a strong customer satisfaction rating by swiftly resolving issues and providing exceptional service. Strong communication skills and attention to detail enable quick adaptation to new technologies and processes. Efficiently navigates customer relationship management systems and accurately documents customer interactions. Demonstrates the ability to work collaboratively in fast-paced environments while maintaining a professional and positive attitude. Contributes to fostering a supportive and successful team dynamic.
Overview
17
17
years of professional experience
Work History
Customer Service Advocate
AmeriHealth Caritas
Philadelphia, PA
07.2023 - 07.2024
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Provided excellent customer service to resolve customer complaints in a timely manner
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Received inbound inquiry calls (update contact information, change in primary care physician, prescription pricing, premium cost)Benefit information
- Scheduling management organizational skills in a fast-paced environment, oral and written communications skills, Ability to problem solve, prioritize, and maintain a flexible disposition Ability to work from home
- Medicare knowledge and experience in Microsoft Office Products
- Handle a high volume of incoming calls with professionalism and empathy
- Conduct thorough research to ensure accurate responses to complex customer queries
- Work in a fast-paced environment, adapting to changing customer needs and maintaining a positive attitude all while keeping confidentiality of information for all members by adhering to privacy policies and HIPAA laws and guidelines
- Provide accurate information in a professional manner using current technology and software to document calls from members in a clear and concise manner
- Handled customer inquiries, billing questions, payments
- Provided exceptional customer service to ensure customer satisfaction
Customer Service Representative
SEPTA
Philadelphia, Pennsylvania
07.2007 - 01.2023
- Provided excellent customer service to resolve customer complaints in a timely manner
- Ability to work from home
- Handle a high volume of incoming calls with professionalism and empathy
- Work in a fast-paced environment, adapting to changing customer needs and maintaining a positive
- Provide accurate information in a professional manner using current technology and software to document calls from members in a clear and concise manner
- Handled customer inquiries, billing questions, payments
Education
High School -
Frankford High School
Philadelphia, PA06.2003
Skills
- Communication
- Active Listening
- Problem Solving
- Time Management
- Inbound and Outbound Calling
- Complaint resolution
- Appointment Scheduling
- Account updating
- Medical terminology knowledge
- Multi-Task Management
- Documentation
- Research
- Call Center Operations
- Microsoft PowerPoint
Timeline
Customer Service Advocate
AmeriHealth Caritas
07.2023 - 07.2024
Customer Service Representative
SEPTA
07.2007 - 01.2023
High School -
Frankford High School