Devin Wheeler
Tampa,FL
Summary
Dynamic Customer Service Representative with proven expertise at Maximus in resolving conflicts and enhancing customer loyalty. Skilled in active listening and critical thinking, I excel in optimizing scheduling and improving resolution times. Committed to maintaining high standards of professionalism and confidentiality while delivering exceptional service in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Maximus
11.2023 - 06.2025
- 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.
- Meet quality assurance and performance standards, including call handling time and customer satisfaction metrics.
- Provide accurate and timely information about program eligibility, application status, and required documentation as well as navigating multiple computer systems to research, update, and document customer interactions.
- Maintain confidentiality and adhere to HIPAA and other regulatory guidelines, where applicable.
Customer Service Representative
Access2Care
06.2020 - 09.2023
- Responsible for answering all incoming calls from outside sources of a transportation nature and responding to these calls appropriately, while maintaining a professional, courteous demeanor.
- Ensure eligibility, determining transportation requirements and mode of transportation.
- Utilizing scheduling software to optimize the number of rides and minimize indirect routing.
- Improved resolution time with effective problem-solving for customer complaints.
Education
Hillsborough High School
Tampa, FLSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Conflict Resolution
- Call center experience
- Scheduling
- Microsoft outlook
- Call management
Timeline
Customer Service Representative
Maximus
11.2023 - 06.2025
Customer Service Representative
Access2Care
06.2020 - 09.2023
Hillsborough High School
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