Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Debby Siddons

Chesterfield,VA

Summary

Dynamic Call Center Representative with proven success at Anthem Blue Cross and Sequence Health, adept at resolving complex issues and enhancing customer satisfaction. Skilled in problem-solving and proficient in multiple software systems, I consistently exceed performance targets while maintaining a calm disposition under pressure. Committed to delivering exceptional service and building rapport with clients.

Knowledgeable and dedicated customer service professional with extensive experience in the health care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Call Center Representative

Sequence Health
04.2014 - 09.2023
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Managed high call volumes (30-45 per shift) while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Call Center Representative (short Contract Temp)

Phone RN Services, LLC
02.2013 - 04.2013
  • Managed high call volumes (25-30 per shift) while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Call Center Agent

Anthem Blue Cross
04.2005 - 05.2009
  • Enhanced call center efficiency by effectively managing high call volumes (25-35 per shift) and multitasking in a fast-paced environment.
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
  • Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
  • Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.

Education

Bachelor of Science - Nursing

Grand Canyon University
Phoenix, AZ
03-2013

Skills

  • Problem-solving skills
  • Customer support
  • Call center customer service
  • Verbal and written communication
  • Inbound phone calls
  • Resolving issues
  • Appointment scheduling
  • Building rapport
  • Proficient in Microsoft software and Electronic Health Records
  • Data entry
  • Call documentation skills
  • Typing 50 wpm
  • Computer skills
  • Calm and professional under pressure
  • Remote office availability

Certification

Certified Health Behavior Change Facilitator, Training Systems Design, Camarillo, CA, 2007

Timeline

Call Center Representative

Sequence Health
04.2014 - 09.2023

Call Center Representative (short Contract Temp)

Phone RN Services, LLC
02.2013 - 04.2013

Call Center Agent

Anthem Blue Cross
04.2005 - 05.2009

Bachelor of Science - Nursing

Grand Canyon University

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