Hi, I’m
Debra Newsome-Crum
Customer Service
Winchester,KY
Summary
Adept at managing high-stress situations, I excelled as a Customer Service Representative at Conduent Business Services, enhancing customer loyalty through empathetic complaint resolution and expert product knowledge. My critical thinking and Microsoft Excel skills contributed to consistently surpassing performance metrics, positioning me as a top performer focused on achieving results and fostering positive client relationships. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
years of professional experience
Work History
Conduent Business Services
Customer Service Representative
06.2017 - 02.2024
Job overview
- 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.
- Processed customer service orders promptly to increase customer satisfaction.
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Humana InsuranceLexington, KY
Pharmacy/Claims/PharmacyClaims/PharmaClaims/PharClaims/Benefits Investigation Specialist
06.2017 - 02.2024
Job overview
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Communicated effectively with members of operations, finance, and clinical departments.
- Expedited resolution of disputed claims through effective negotiation with claimants, attorneys, or third-party carriers.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Analyzed customer needs to provide customized insurance solutions.
- Calculated premiums and established payment methods for sales.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Provided exceptional service to clients by guiding them through the claims process stepbystep.
- Verified prescription information prior to entry in pharmacy computer system.
- Established and maintained patient profiles, updating organizational database with current information.
- Streamlined pharmacy operations by maintaining a clean and organized work environment.
- Processed payments, returns and exchanges using pharmacy POS system to accurately manage transactions.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
- Confirmed customer information and insurance eligibility for prescriptions.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
- Provided exceptional service to diverse customers through clear communication, empathy, and cultural sensitivity skills.
- Maintained accurate records of drug inventory and orders for pharmacy customers.
- Contributed to increased sales by recommending appropriate over-the-counter products based on customer needs.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Facilitated smooth pharmacy operations by assisting with administrative tasks such as filing, documentation, and phone call management.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Delivered medications to patients' homes when needed, ensuring access for those unable to visit pharmacy.
- Managed cash register and financial transactions, securing accurate payment processing.
- Increased customer loyalty by offering personalized assistance in selecting over-the-counter medications.
Education
JCHSPaintsville, KY
Diploma from Liberal Arts And General Studies
05.1992
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Money handling abilities
- Call Center Operations
- Multi-Line Telephone Operation
- CRM Software
- Professional Telephone Demeanor
- Managing Multiple Tasks
- Money Handling Abilities
- Multi-Line Phone Talent
- Problem-Solving Ability
- Data Evaluation
- Typing Proficiency
- Team Development
- Calm and Professional Under Pressure
- Filing
- Research
- Proofreading
- Spreadsheets
- Calendaring
- Documentation
- 10-Key
- Coordination
- Prioritization
Accomplishments
I do have some college in medical / dental assistant also in coding and billing and computers and in licensed agent in insurance schooling now in in CE Shop studying Realastate to be a Reaaltor
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Customer Service Representative
Conduent Business Services
06.2017 - 02.2024
Pharmacy/Claims/PharmacyClaims/PharmaClaims/PharClaims/Benefits Investigation Specialist
Humana Insurance
06.2017 - 02.2024
JCHS
Diploma from Liberal Arts And General Studies