Elena Kyles
Cleveland,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the medical insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Work From Home Agent (seasonal)
Concentrix
Cleveland, OH
10.2018 - 03.2019
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to website and email inquiries within 3 business days to maintain customer satisfaction and generate positive reviews
Collections Specialist
McCarthy Burgess & Wolff
Cleveland, OH
11.2015 - 04.2016
- Maintaining relationships with debtors on behalf of clients to collect and preserve relations Investigate and verify any discrepancies with debtor in order to provide adjustment requests to client.
- Communicate with debtors by telephone and in writing to manage debtors and arrears processes
- Record debtor and arrears history in order to ensure complete files as sound basis for decision making during collection / recovery
- Achieved performance goals on consistent basis
- Used probing techniques to determine debtors' reasons for delinquency
- Counseled debtors on payment options and arranged installment agreements
- Processed payments and applied to customer balances
- Researched accounts and completed due diligence to resolve collection problems
- Quantified debtor balances to avoid late payments and bad credit
- Negotiated to collect balance in full
Customer Service and Enrollment Specialist
CVS Health
Solon, OH
07.2014 - 11.2014
- Inbound Customer service representative assisting 60+ customers with their prescription insurance
- Expansive understand of policies, costs and coverage for members
- Meticulous data entry using company based programs and systems
- Problem solving skills needed to assist customers with mail orders and pharmacy pick ups
- Excellent mathematical skills required
- Ability to meet and surpass enrollment quotas
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Maintained and managed customer files and databases
- Responded to customer requests for products, services, and company information
Customer Service Representative
Dial America
Middleburg, OH
01.2013 - 07.2014
- Handled high influx of 120 inbound/outbound calls within dynamic call center environment
- Manage multiple priorities and maintained effective results in quota driven workplace
- Responded to customer inquiries and requests and resolved issues efficiently and professionally
- Accepted new assignments with open, cooperative, positive and team-oriented attitude
- Utilized multiple call center support applications to efficiently assist customers and agents
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services, and company information
Education
Some College (No Degree) - Forensic Science/Forensic Psychology
08.2006 - 05.2009
High School Diploma -
08.2003 - 05.2006
Area of Study -Biology
- Member of Swim team
- Fencing Club
- Languages Club
- Track and Field
- Choir
Skills
Computer Skillsundefined
Timeline
Work From Home Agent (seasonal) - Concentrix
10.2018 - 03.2019
Collections Specialist - McCarthy Burgess & Wolff
11.2015 - 04.2016
Customer Service and Enrollment Specialist - CVS Health
07.2014 - 11.2014
Customer Service Representative - Dial America
01.2013 - 07.2014
Tiffin University/Heidelberg University - Some College (No Degree), Forensic Science/Forensic Psychology
08.2006 - 05.2009
John Marshall High School - High School Diploma,
08.2003 - 05.2006
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