ELBONEY BROWN
New York,NY
Summary
Reliable Customer and Member Service Representative with extensive track record. Strong presenter, communicator and problem solver. Working effectively and productively with diverse customers and individual needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aetna, a CVS Health Company
- Current
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Processing orders, forms, applications, and requests.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Managing a team of junior customer service representatives.
- Ensure customer satisfaction and provide professional customer support
Customer Service Representative
TSI - Transworld System, Inc
New York, NY
04.2024 - 06.2024
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Skills
- Proven customer support experience or experience as a Client Service Representative
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
Member Service Representative
Centene corporation
New York, NY
07.2023 - 03.2024
- Maintained a positive, empathetic, and professional attitude toward customers at all times.
- Responded promptly and professionally to inbound customer inquiries via phone, email, and chat, achieving an average handling time of less than 5 minutes per interaction.
- Resolved customer complaints and escalated issues to appropriate departments when necessary, achieving a 90% issue resolution rate on the first contact.
- Communicated and coordinated with colleagues as necessary.
- Provided feedback
- Provided professional customer support.
- Utilized CRM software to accurately document customer interactions, update customer profiles, and track issue resolution progress.
Customer Service Representative
United Healthcare
New York, NY
06.2022 - 11.2022
- Answered questions and resolved issues as a 'single-point-of-contact' based on phone calls, plan sponsors, members and providers. Provided customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest.
- Fully understood the member's needs by building a trusting and caring relationship with the member.
- Anticipated customer needs. Provided the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools.
- Used customer service threshold framework to make financial decisions to resolve member issues.
- Educated and assisted customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with member self-service tools, Consultation Opportunities - Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc.).
- Utilizes all relevant information to effectively influence member engagement.
- Took immediate action when confronted with a problem or made aware of a situation.
- Took ownership of each customer contact to resolve their issues and connect them with additional services as appropriate.
- Identified member needs beyond the initial inquiry by answering the unasked questions.
- Resolved issues without or with limited management intervention.
- Provided education to members to support them in managing their health.
- Responded quickly to meet customer needs and resolve problems while avoiding over-committing.
- Explained benefit eligibility.
- Processed claim referrals, new claim hand-offs, and escalated issues as appropriate through the system for grievances and appeals.
- Initiated out-reach/welcomed calls to ensure expectations were met or exceeded. Identified trends and any emerging customer service issues and worked to develop solutions to address potential problems and/or plan features of interest as an approach to improve understanding of benefit plans and increase post-enrollment member satisfaction.
Sales/customer Service Representative
AT&T
New York, NY
12.2021 - 05.2022
- Opened and maintained customer accounts by recording account information
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Maintained financial accounts by processing customer adjustments
- Recommended potential products or services to management by collecting customer information and analyzing customer needs
- Prepared product or service reports by collecting and analyzing customer information.
- Received and processed client payments and updated accounts.
- Evaluated customer desires and budgetary constraints to pick best products or services.
- Increased revenue by applying in-depth product or service knowledge and persuasive communication skills to complete sales.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Front Desk Counselor
Postgraduate Center For Mental Health
New York, NY
08.2021 - 10.2021
- Composed and prepared routine correspondence, letters and reports with job-related software.
- Maintained the privacy of patients and performed all duties within HIPAA regulations.
- Scheduled appointment for patients, including rearranging schedules to account for emergencies.
- Performed office duties, including checking supplies and scheduling equipment maintenance and repairs.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Preserved office security by following safety procedures and controlling access via reception desk.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
Police Communications Technician
NYPD
New York, NY
05.2021 - 07.2021
- Operated radio, telephone, or computer equipment at emergency response centers.
- Questioned callers to determine locations as well as the nature of problems to determine type of response needed.
- Received and processed 9-1-1 emergency calls to dispatch emergency services.
- Tracked call logs and shift data to enter into computer system.
- Understood and followed oral and written directions.
- Determined response requirements, relative priorities of situations, and dispatched units in accordance with established procedures.
- As needed, maintained contact with caller until responders arrived.
- Dispatched police, fire and EMS units to respond to emergent situations with established procedures.
Front Desk Receptionist
Unitarian Church Of All Souls
New York, NY
10.2016 - 07.2021
- Greeted persons entering establishment and determine nature and purpose of visit
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Greeted customers, answered general questions and directed to appropriate locations.
- Used company badging system to create badges for new employees and visitors.
- Coordinated company events with venues and advised staff of pertinent details.
- Filed and maintained records; collected, sorted, distributed, or prepared mail, messages, or courier deliveries
- Volunteered weekly community service.
Education
Associate Of Applied Science - Paralegal Studies
TCI College Of Technology
New York, NY08.2011
Skills
- Efficient and Detail-Oriented
- Technologically Savvy
- Data Entry
- Conflict Mediation
- Call Center Operations
- Clerical Support
- Inbound and Outbound Calling
- Microsoft Office Expertise
- Verbal and Written Communication
- Customer Service
- Claims
- CRM software
- HIPAA
- Analysis skills
- Front desk
- Presentation skills
- Sales
- Administrative experience
- Communication skills
- Microsoft Excel
- Microsoft Word
- Microsoft Office
- Phone etiquette
- Microsoft Powerpoint
- Clerical experience
- Time management
- Home care
- Organizational skills
- Computer skills
- Computer literacy
- Microsoft Outlook
- Office experience
- Typing
- Working with people with developmental disabilities
- Working with people with disabilities
- Caregiving
- Office management
Certification
Certified Home Health Aide, 2007-10-01, 2010-04-01
Timeline
Customer Service Representative
TSI - Transworld System, Inc
04.2024 - 06.2024
Member Service Representative
Centene corporation
07.2023 - 03.2024
Customer Service Representative
United Healthcare
06.2022 - 11.2022
Sales/customer Service Representative
AT&T
12.2021 - 05.2022
Front Desk Counselor
Postgraduate Center For Mental Health
08.2021 - 10.2021
Police Communications Technician
NYPD
05.2021 - 07.2021
Front Desk Receptionist
Unitarian Church Of All Souls
10.2016 - 07.2021
Customer Service Representative
Aetna, a CVS Health Company
- Current
Associate Of Applied Science - Paralegal Studies
TCI College Of Technology