Dekeitrick Richman
Kennesaw,GA
Summary
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
12
12
years of professional experience
Work History
Customer Service Representative
Teleperformance
01.2022 - Current
- 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.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Healthcare Customer Service Representative
UnitedHealth Group
03.2017 - 01.2022
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Behavioral Health Care Advocate
Aids Healthcare Foundation
04.2012 - 03.2017
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Education
Bachelor of Science - Religious Studies
Arkansas Baptist College
Little Rock, AR05.2014
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
Timeline
Customer Service Representative
Teleperformance
01.2022 - Current
Healthcare Customer Service Representative
UnitedHealth Group
03.2017 - 01.2022
Behavioral Health Care Advocate
Aids Healthcare Foundation
04.2012 - 03.2017
Bachelor of Science - Religious Studies
Arkansas Baptist College