Decorian Ward
Albany
Summary
As a dedicated professional with extensive experience in customer service, technical support, and insurance representation, I am eager to bring my skills to your esteemed team. My passion for delivering exceptional service and my ability to resolve complex issues efficiently make me an ideal candidate for the Concierge Representative, Insurance Representative, Technical Support Manager, or Customer Service Representative roles. I am excited about the opportunity to contribute to your organization's success and enhance customer satisfaction.
Experienced with providing personalized service to guests, ensuring their needs are met promptly and effectively. Utilizes excellent communication and multitasking skills to handle inquiries and resolve issues efficiently. Knowledge of fostering positive guest relationships and maintaining high service standards.
Overview
15
15
years of professional experience
Work History
Concierge Representative
Medwatch Insurance
04.2023 - Current
- Achieved recognition as 'Employee of the Month' for outstanding service
- Streamlined booking processes, increasing efficiency by 25%
- Delivered exceptional customer service, boosting client satisfaction by 30%
- Utilized CRM tools to track guest preferences, personalizing services
- Coordinated events, driving repeat business and referrals
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Managed complex scheduling for client appointments, ensuring optimal resource allocation.
Customer Service Representative
United Healthcare Group
08.2020 - 04.2023
- Upsold products, increasing sales revenue by 25% quarterly
- Resolved inquiries swiftly, reducing response time by 40%
- Implemented feedback systems, improving service quality by 20%
- Developed strong customer relationships, fostering loyalty and retention
- Achieved 'Employee of the Month' for outstanding service excellence
- Managed appeals and denials processes, ensuring compliance with regulatory requirements and company policies.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Analyzed trends in customer feedback to identify areas for service improvement and enhance satisfaction levels.
- Led initiatives to implement new software tools that improved tracking of appeals and denials processes.
- 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.
Technical Support Manager
Apple
10.2013 - 06.2020
- Led a team to achieve 95% customer satisfaction ratings.
- Increased team productivity through effective resource allocation.
- Fostered a customer-centric culture, enhancing loyalty and retention.
- Analyzed support metrics, driving continuous improvement initiatives.
- Achieved cost savings of 20% through process optimization.
- Led technical support team, enhancing customer satisfaction through effective issue resolution and service delivery.
- Developed training programs for staff, improving product knowledge and troubleshooting skills across the department.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
Insurance Representative
Change Healthcare
07.2010 - 08.2013
- Streamlined policy processes, enhancing efficiency and client experience.
- Provided exceptional customer service, leading to high retention rates.
- Developed tailored insurance solutions, boosting client satisfaction rates.
- Conducted market analysis to identify new sales opportunities.
- Managed client accounts, ensuring accurate policy information and timely updates.
- Facilitated claims processing, enhancing service efficiency and client satisfaction.
- Led initiatives to optimize workflow processes, significantly reducing turnaround times for client inquiries.
Education
High School Diploma - General Studies
Albany High School
Albany, Ga01.2010
Skills
- Team Player
- Fast Learner
- Time Management
- Strong multitasking
- Exceptional communication
- Initiative-taking
- Upselling strategies
- Basic accounting
- Strong work ethic
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Event planning experience
Hobbies and Interests
I enjoy reading and traveling.
Timeline
Concierge Representative
Medwatch Insurance
04.2023 - Current
Customer Service Representative
United Healthcare Group
08.2020 - 04.2023
Technical Support Manager
Apple
10.2013 - 06.2020
Insurance Representative
Change Healthcare
07.2010 - 08.2013
High School Diploma - General Studies
Albany High School
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