Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Demetria Hupp

Demetria Hupp

Customer Service
Lenexa,Ks

Summary

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Quest Diagnostics
07.2024 - Current
  • Answering phone calls, emails, and online chat messages from clients regarding their lab test results, billing questions, scheduling appointments, and general service inquiries.
  • Troubleshooting problems with test orders, specimen collection, reporting, and billing; escalating complex issues to supervisors when necessary.
  • Explaining lab test procedures, results interpretation, and related health information to clients in a clear and concise manner.
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
  • Following HIPAA regulations regarding patient confidentiality and maintaining strict quality standards for data accuracy.

Public Records Researcher

Cisive
11.2021 - 02.2024
  • Review and analyze documentation provided by vendors
  • Gauge the estimated time of completion for a criminal record investigation
  • Contact external parties to inquire or request court information

Fraud Prevention Representative

Maximums
04.2021 - 12.2021
  • Using multiple databases to make determinations
  • Examining multiple types of records, verifying the authenticity of documents
  • Analyzed customer financial records to identify suspicious activities and potential fraud cases

Fraud Operations Specialist Call Center

Sprint/ T-Mobile
12.2018 - 09.2020
  • Handled over 80 calls daily, maintaining a high customer service rating of 95% or unusual activity using specialized software tools
  • Communicated with customers and company personnel, utilizing active listening and interpersonal skills
  • Documented all investigative steps taken during an inquiry into suspected fraudulent activities

Call Center Customer Service Representative

US Bank
01.2017 - 04.2018
  • Managed about 130 calls daily, resolving 85% of issues on the first call
  • Utilized problem-solving techniques to identify solutions for complex customer inquiries
  • Applied knowledge of products and services offered to provide customized solutions that meet customers' needs

Technical Support Call Center Representative

Sprint
01.2013 - 07.2016
  • Provided technical support for customers via phone, email and chat; responded to customer inquiries promptly and professionally
  • Troubleshot issues on device-specific problems, network performance, and internet connectivity
  • Utilized troubleshooting techniques to identify, analyze and resolve customer issues quickly

Education

High School Diploma -

PennFoster
Scranton, PA
02-2014

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Problem resolution

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Representative

Quest Diagnostics
07.2024 - Current

Public Records Researcher

Cisive
11.2021 - 02.2024

Fraud Prevention Representative

Maximums
04.2021 - 12.2021

Fraud Operations Specialist Call Center

Sprint/ T-Mobile
12.2018 - 09.2020

Call Center Customer Service Representative

US Bank
01.2017 - 04.2018

Technical Support Call Center Representative

Sprint
01.2013 - 07.2016

High School Diploma -

PennFoster

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