DAWN ADAMS
Arlington,TX
Summary
A motivated and dedicated Customer Service Specialist with five years of active experience with the development and enforcement of policies and procedures in a company. Looking for a manager position in a dynamic organization where my skills will be fully utilized. Proficient in a range of computer applications. Well-developed communication and customer service skills. Proven ability to efficiently plan and manage multiple assignments to meet tight deadlines.
Overview
8
8
years of professional experience
Work History
CSR | Senior Customer Service Rep
Direct Marketing Services
Arlington, TX
01.2021 - Current
- Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, and correspondence
- Make outreaches where necessary to with internal specialists for assistance
- Assists in maintaining a clean, organized and efficient work area, including maintaining supplies necessary to perform job duties
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member
- Answered constant flow of customer calls with minimal wait times.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Responded to customer requests for products, services, and company information.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
Customer Service Representative | Quality Control Analyst
Staffing Solutions
01.2019 - 01.2021
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with up to50 calls in queue per minute
- Monitor all operations that affect quality
- Supervise and guide inspectors, technicians and other staff
- Educated customers about billing, payment processing and support policies and procedures
- Resolved billing and claims issues over phone with customers daily
- Keep records of quality reports, statistical reviews and relevant documentation
- Facilitate proactive solutions by collecting and analyzing quality data
- Ensure all legal standards are met
- Respond to inquiries regarding healthcare benefits from providers, brokers, employers and other customers
- Follow-up on caller inquiries that were not immediately resolved
- Provide assistance with claim lookups
- May perform duplicate coverage inquires
- Resolve conflict as the first point of escalation for customers or route to other staff who can resolve
- Accurately record information in the operating system to reflect all activity/interaction with member accounts and follow up
- Assessed caller accounts to determine healthcare benefits, identify service needs and resolve issues
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
Call Center Representative| Team Lead
Teleperformance
01.2017 - 01.2019
- Tested and evaluated customer network systems
- Performed regular maintenance to ensure that networks operated correctly
- Assisted customers in properly diagnosing technical issues
- Walked customers through recommended problem-solving steps
- Create correspondence and self-addressed envelopes as needed
- Answer telephone assisting patients as needed
- Coordinate executive communications, including taking calls, responding to emails and interfacing with clients
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call clients and customers to inform them about the company’s new products, services and policies
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
- Collaborate with other call center professionals to improve customer service
- Help to train new employees and inform them about the company’s customer management policies
Education
Diploma - Arts
Thornton Township High School
Harvey, IL08-2007
Skills
- Claim Billiing
- Documentation
- Email & Fax
- Process invoices
- Legal Documentation
- Payroll & Payroll Processing
- Policies
- Sales
- Proficient Typing
- Case Management
- Microsoft Office Suite
- Excel
- Word
- Access
- Outlook
- PowerPoint
- Quickbooks
Timeline
CSR | Senior Customer Service Rep
Direct Marketing Services
01.2021 - Current
Customer Service Representative | Quality Control Analyst
Staffing Solutions
01.2019 - 01.2021
Call Center Representative| Team Lead
Teleperformance
01.2017 - 01.2019
Diploma - Arts
Thornton Township High School