Danethia Harper
Virginia Beach,United States
Summary
Customer Service Representative with extensive experience at Anthem BCBS/Elevance, specializing in conflict resolution and customer satisfaction enhancement. Demonstrated ability in active listening and critical thinking, leading to improved client loyalty and retention rates. Proven track record of delivering effective problem resolution and receiving positive client feedback. Proficient in Microsoft Office Suite and call center operations.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Anthem BCBS/Elevance
Norfolk, VA
11.2019 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- 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.
- Enhanced user experience by aiding customers in website navigation.
Education
Associate Healthcare Administrations - Health Administration
Centura College
Virginia Beach, VA08.2015
Standard Diploma - Secondary Education
Landstown High
Virginia Beach,VA06.2002
Skills
- Customer service and support
- Active listening
- Critical thinking
- Data entry and documentation
- Customer relations and satisfaction
- Problem resolution and conflict management
- Call center operations
- Computer proficiency and Microsoft Office Suite
- Follow-up and appointment scheduling
- Order processing and fulfillment
- Team development and collaboration
- Technical support and product knowledge
- Professional telephone demeanor
- Complaint handling and resolution strategies
- Prioritization and time management
- De-escalation techniques
- Building rapport with customers
Timeline
Customer Service Representative
Anthem BCBS/Elevance
11.2019 - Current
Associate Healthcare Administrations - Health Administration
Centura College
Standard Diploma - Secondary Education
Landstown High