DeShawn Benson
Long Beach,CA
Summary
Dedicated Customer Service Representative talented at processing high volumes of error-free calls and meeting departmental goals. Offers over 15 years of experience in customer service, quality support and problem resolution. Smoothly manages conversational flow and diffuses difficult customer situations. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
14
14
years of professional experience
Work History
Contact Center Representative III
City Of Hope, Comprehensive Cancer Center
Irwindale, CA
12.2021 - Current
- Preforms necessary duties in supporting a large volume of patients, both new/ prospective and current/ established, in scheduling and relaying information to or from care team, using established scheduling guidelines; and in facilitating internal communication across the organization
- Respond to calls, faxes, email, in basket messages, from patients and those calling on their behalf, providers, care team, and or leadership in support of timely, compassionate and accurate scheduling.
- Identifies crisis situations, elicits key information, and manages call accordingly.
- Documents phone call using sales force and schedules appointments in EPIC/Salesforce.
- Creates pre-registration record and links pre-registration record to scheduled appointments.
- Runs Real Time Eligibility (RTE) and notes accurate information within the EHR system.
- Creates a request for authorization of service and Letter of Agreement (LOA) when applicable.
Customer Service Representative II
City of Riverside
Riverside, CA
07.2014 - 12.2021
- Exceeded company productivity standards on consistent basis.
- Trained new employees on procedures and policies to maximize team performance.
- Answered customer questions and addressed concerns, resulting a reduction in complaint calls.
- Set up and activated customer accounts.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Reviewed customer account information to determine current issues and potential solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Dispatch Patrol
ADT Security
Torrance, CA
12.2010 - 05.2013
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Kept detailed and updated records of calls in physical and electronic databases.
- Tracked changes in computer system to keep records current and accurate.
- Supervised driver dispatching, route planning and vehicle tracking for security patrol drivers.
- Oversaw investigation and resolution of customer and vendor issues.
- Quickly determined locations and needs for high volume of hourly callers to accurately send security patrol for assistance.
- Trained employees on accurate triaging and dispatching procedures while personally handling daily calls.
- Maintained current knowledge of personnel in field and completed calls or delays.
- Oversaw and coordinated communications within assigned territory.
- Documented services performed, operations information and dispatch details in system.
- Relayed work orders and information between work crews, supervisors and field personnel.
- Scheduled and dispatched daily security assistance calls based on caller locations and available employees.
Customer Service Representative
P.R.W.T
City of Los Angeles, CA
10.2009 - 05.2010
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld privacy and security requirements established by the City of Los Angeles Parking Enforcement regulatory agencies.
Skills
- Report generation
- Credit card payment processing
- Report creation
- Clerical support
- Office equipment proficiency
- Call Center Operations
- Technologically savvy
- Problem-solving abilities
- Project management abilities
- Senior leadership support
- Inbound and Outbound Calling
- Customer relations
- Microsoft Office expertise
Accomplishments
- Recognized by the City of Riverside as Employee delivering excellent customer service for outstanding performance and team contributions.
Timeline
Contact Center Representative III
City Of Hope, Comprehensive Cancer Center
12.2021 - Current
Customer Service Representative II
City of Riverside
07.2014 - 12.2021
Dispatch Patrol
ADT Security
12.2010 - 05.2013
Customer Service Representative
P.R.W.T
10.2009 - 05.2010
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