DESIREE S. RICKS
Customer Service Senior Representative
Tulare,California
Summary
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Diligent, hardworking and excels at multitasking in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Customer Service Senior Representative
Cigna Healthcare
Visalia, CA
08.2022 - Current
- Outbound calling for special projects.
- Peer-to-peer mentoring.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Talked with individuals, sharing positive work experiences to encourage improved self-esteem and boost socialization.
- Collaborated with senior employees, managers, and filled in wherever needed.
- Assist with the customer care team to minimize the support email box.
Customer Service Representative (CSB)
Cigna Healthcare
Visalia, CA
09.2017 - 08.2022
- Maintained strong call control and quickly worked through scripts to address problems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Strengthened team performance and productivity by training and inspiring team members.
- Trained new employees on processes to promote productivity team-wide.
- Tracked attendees, participation and understanding of course material.
Customer Service Representative
Cigna Healthcare
Visalia, CA
08.2016 - 08.2017
- Assist customers with billing issues and premium balances
- Updated information as address, phone numbers and names
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered 40+ inbound calls per day and directed to individuals or departments.
- Reviewed account and service histories to identify trends and issues.
- Upheld strict quality control policies and procedures during customer interactions.
- Assisted the CSB lines when they had a high call volume.
Personal Banker
Wells Fargo Bank, N.A.
Visalia, CA
06.2015 - 03.2016
- Researched and resolved customer issues on personal savings, checking and lines of credit
- Processed sales referrals and promoted bank services and products resulting in branch sales increased.
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
- Processed invoices and checks and maintained daily cash logs and deposits.
Customer Sales Representative
Wells Fargo Bank, N.A.
Visalia, CA
11.2014 - 06.2015
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Performed basic administrative tasks regarding banking products by handling phone calls, inquiries and emails.
Education
Diploma, High -
Tulare Western High School
Tulare, CA06.2010
Skills
- Excellent Customer Service & teamwork skills
- Training and development
- Quality control
- High-energy attitude
- Problem-solving abilities
- Multi-task-oriented
- Accounting skills
Timeline
Customer Service Senior Representative
Cigna Healthcare
08.2022 - Current
Customer Service Representative (CSB)
Cigna Healthcare
09.2017 - 08.2022
Customer Service Representative
Cigna Healthcare
08.2016 - 08.2017
Personal Banker
Wells Fargo Bank, N.A.
06.2015 - 03.2016
Customer Sales Representative
Wells Fargo Bank, N.A.
11.2014 - 06.2015
Diploma, High -
Tulare Western High School
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