Curtis Finney

A detail-oriented professional with more than 20 years of experience in the field of customer service. Adept in illuminating the value and purpose of products and services to targeted client populations. Friendly and upbeat with a drive to consistently serve as an asset in any role. Commended as a reliable leader, providing outstanding customer service, sales representation, building long-term productive relationships, resolving complex issues, and winning customer loyalty. Performance-focused self-starter with excellent analytical, communication, organizational, and leadership aptitudes. Technically proficient, with strong command of software platforms and terminology. Fully committed to continuous improvement and exploration of new opportunities with professional excellence.

• Customer Service Representative II, Johns Hopkins Health Plans, Handover, MD, 06/01/19, Present, Answering and managing a variety of call types, from eligibility to complaints, in a high-volume fast pace call-center environment in a polite professional demeanor to assist and ensure a positive customer experience., Data Entry, Documenting, Advocating, educating members on medicare and Johns Hopkins Advantage MA policies, procedures and benefits, making outbound calls, assisting members with finding providers (primary care, specialists, Dual Medical Equipment, pharmacies, vision, and dental), scheduling appointments, connecting member to community resources, programs, and services., Servicing as a role model, knowledge expert, working cohesively with team members and internal departments to ensure delivery of outstanding customer service, developing a positive work environment, and interpersonal relationships based on trust and reliability., Utilizing patience, listening, verbal, and written communication skills to resolving issues and concerns on the first call, multitasking, researching, and a variety of resources (Microsoft Office, CMS, Teams, Google Suite, Skype, Facets, EPIC, Knowledge Base) and strategies to quickly and effectively resolve issues to improve customer satisfaction while adhering to departmental policies, procedures, and quality measures.
• Customer Service Representative, Under Armour, Inc, Baltimore, MD, 08/01/18, 06/01/19, Handled a high volume of calls in a friendly professional manner in a busy call-center environment., Improved customer satisfaction, trust and revenue, by determining customers’ needs, placing new orders, upselling products and clarifying information about company products and services., Processed credit card payments, exchanges, gift cards, and carrier claim requests., Resolved problems by actively listening, documenting, clarifying issues, researching, creating reports, exploring answers, and alternative solutions., Worked cohesively with team members to ensure delivery of outstanding customer service, a positive work environment, that supports the department's ongoing goals and objectives.
• Customer Service Associate, J C Penney’s, Columbia, MD, 09/01/14, 08/01/18, Responding to customer inquiries via telephone and in person regarding purchases, status of orders, billing., Recommending merchandise based on their needs and wants., Ordering products online and ringing up sales., Provided outstanding customer service to ensure a great customer experience, build customer loyalty, drive results and generate repeat business.
• Retail Sales Associate, Macy's, Columbia, MD, 11/01/10, 11/01/13, Consistently guaranteed rewarding customer experience to win customer loyalty and generate repeat business., Utilized excellent customer service skills in accomplishing key tasks, such as achieving hourly selling and loyalty program standards; providing product knowledge to key customers; and ensuring strict compliance with loss prevention control and procedures., Established and cultivated positive working relationships with customers, colleagues, and the management built on trust, communications, and professional approach.
• Customer Service Associate, Wal-Mart, Cockeysville, MD, 11/01/08, 11/01/10, Carried out daily administrative and management tasks, such as opening and closing registers; verifying and balancing all transactions; conducting returns and exchanges for customers; and enforcing payment procedures., Proficiently utilized point of sale (POS) system in recording customer purchases in a timely manner., Solely maintained the department along with the area of responsibility, which included merchandising, cleaning, and tagging in adherence to the current strategy.
• Customer Care Representative, Spherion; Finiti, Columbia, MD, 08/01/07, 11/01/08, Leveraged outstanding problem-solving, analytical, technical, and research skills in consistently achieving and exceeding all goals within a busy call center setting., Entered data in multiple databases, documented, answered and settled telephone calls in resolving customer complaints on merchandise; provided accurate information and messages to callers; and took and transferred calls., Effectively assisted CitiFinancial branches with title products and mortgage services.
• Customer Care Representative, The Freedom Point, Columbia, MD, 04/01/06, 08/01/07, Rendered strategic assistance and guidance to all customers on debt management of key products and services in a fast pace call center., Entered data to correct, update and maintain necessary files via computer., Worked collaboratively with the management and other departments in providing accurate and timely resolutions on all customer service and management concerns., Monitored outstanding customer success on prescribed programs through application of a variety of resources in the company.
• Customer Service Representative, Thomas Prometric, Baltimore, MD, 02/01/05, 04/01/06, Provided support to the candidate in the call center in spearheading all aspects of certification/testing process from registration to successful test delivery., Quickly resolved customers’ concerns and inquiries through implementation of related resources company-wide, data entry, multitasking, researching, analyzing, documenting, problem-solving initiatives in all business concerns., Played a vital role in proficiently processing check and credit card transactions.
• Customer Account Executive, Comcast Cable, Washington, DC, 11/01/03, 02/01/05, Led and assisted customers on a high volume of incoming calls in the call center., Used data entry skills to schedule and dispatch service calls, execute billing processes, set up, change, and cancel accounts and successfully sell cable and Internet products and services.