Summary
Overview
Work History
Education
Skills
Additional Information
Personal Information
Timeline
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Danielle Evans

Cincinnati,OH

Summary

Experienced Customer Service Email specialist with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences. Willing to relocate: Anywhere

Overview

20
20
years of professional experience

Work History

Customer Experience Analyst Quality Monitoring

EVERSANA
10.2023 - Current
  • Performs call monitoring and provides trend data, quality reports, and feedback to Director
  • Member Connect
  • Reviews email responses to member's and provides trend data, quality reports, and feedback to Director, Member Connect
  • Participates in design of call/email monitoring formats and quality standards.

Financial Representative

Fidelity Investments
10.2021 - Current
  • Assists participants with services and education their 401K plans
  • Educating them on how to use the website
  • Processing loans and withdrawals from their plan
  • Assisting with changing their contributions
  • Processing exchanges and rebalances on stocks
  • Take loan payments
  • Education on all details of their plan.

Chat Customer Service Representative

Humana
07.2005 - 05.2019
  • Analyze and interpret claims and benefits for members
  • Assist new member members with their enrollment process
  • Assisted with HR related questions for internal Humana employees
  • Assisted different employer groups with Enrollment questions on our plans
  • Accept payments for billing
  • Assist members in prescription reimbursement process
  • Assist with Spending Accounts HSA,FSA,FSD,HRA
  • Provide guidance by showing our members the use of our products to maximize the benefits purchased
  • Answered inbound calls, Chats and emails from members
  • Also made outbound calls for Humana members
  • Provided professional peer mentoring to new Humana associates on phone etiquette and how to provide perfect service to our members and providers
  • Assist members and providers on resetting user ID and password information
  • Researched provider's contracts to determine reimbursement levels
  • Exceeded call centers metrics for production
  • Educated members on how to view and use the prescription formulary list on-line.

Customer Service Representative

Luxottica Retail
01.2004 - 07.2005
  • Assisted members with scheduling their eye exams and eyeglass orders
  • Assisted members with complaints.

Education

Bachelor's - Criminal Justice/Human Services

Southern New Hampshire University
Hooksett, NH
10.2020

Associate of Science - Criminal Justice

Southern Ohio College
Cincinnati, OH
01.2005

Skills

  • FILE (10 years)
  • MICROSOFT OFFICE (10 years)
  • MS OFFICE (10 years)
  • Customer Service (10 years)
  • Call Center (10 years)
  • Customer Support (10 years)
  • CSR
  • Customer Care
  • Human Resources
  • Research
  • Phone Etiquette
  • Cold Calling
  • Mentoring
  • Administrative Experience
  • Typing
  • Quality Assurance
  • Employee Orientation
  • Negotiation
  • Account Management
  • Office Management
  • Data Entry
  • Documentation review
  • Medical terminology
  • IVR
  • Microsoft Excel
  • Leadership
  • Front Desk
  • Microsoft Word
  • Project Management

Additional Information

Skills File/records maintenance Reports generation and analysis Client-focused Computer proficient Microsoft Office Results-oriented

Personal Information

Title: Customer Care Specialist

Timeline

Customer Experience Analyst Quality Monitoring

EVERSANA
10.2023 - Current

Financial Representative

Fidelity Investments
10.2021 - Current

Chat Customer Service Representative

Humana
07.2005 - 05.2019

Customer Service Representative

Luxottica Retail
01.2004 - 07.2005

Bachelor's - Criminal Justice/Human Services

Southern New Hampshire University

Associate of Science - Criminal Justice

Southern Ohio College

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Danielle Evans