Summary
Detail-oriented and results-driven Customer Service Advocate with extensive experience in customer service, project coordination, and claims management. Adept at managing and executing complex projects from design to delivery with a focus on delivering quality and ensuring compliance. Proven ability to balance multiple responsibilities, including technical support, dispute resolution, and document control. Seeking to leverage strong organizational, communication, and technical skills in a construction project management role.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
TTEC
09.2023 - Current
- Company Overview: OptumRx/Contractor
- Proficiently addresses and investigates issues via telephone while utilizing computer databases to verify and record information
- Provides comprehensive pharmacy benefit information to members, including copay details, drug coverage, deductible inquiries, and accumulation questions
- Ensures exceptional customer service experiences by delivering accurate and timely assistance with members' mail-order accounts efficiently
- Assists retail pharmacies in troubleshooting rejected claims, ensuring smooth prescription processing
- Maintains a strong focus on member satisfaction and resolve inquiries with professionalism and attention to detail
- OptumRx/Contractor
Technical Support & Sales Representative
Asurion
04.2023 - 09.2023
- Evaluated and resolved customer concerns, providing technical troubleshooting and solutions through clear, courteous communication
- Proficiently utilized call center technology to document and manage customer issues
- Escalated calls to higher tiers when necessary and proactively offered sales opportunities during customer interactions
Customer Advocate
Teleperformance
03.2022 - 04.2023
- Processed information from members or providers to determine their needs, ensuring their questions were addressed promptly
- Reviewed enrollment, pre-authorization status, and claims history for members
- Anticipated customer needs by analyzing inquiries, providing accurate solutions, and offering actionable next steps
Claims Adjuster
MVAIC
09.2015 - 03.2022
- Evaluated and processed third-party automotive claims, identifying the scope of damage through thorough review
- Managed and resolved claim discrepancies while collaborating with insurance carriers
- Determined fraudulent claims and identified opportunities for subrogation and salvage
- Entered claim data into estimating systems to produce accurate cost estimates
Education
Bachelor of Arts - Global Studies, Political Science, Business Administration
Skills
- Project Management & Coordination
- Document Control & Reporting
- Technical Troubleshooting & Support
- Exceptional Communication & Customer Service
- Computer proficiency
- Microsoft outlook
- Technical troubleshooting
- Account management
- Escalation management
- Credit card processing
- Multi-line phone talent
- Typing speed
- Order fulfillment
- Call center operations
- Clerical support
- Process optimization
- Payment handling
- Office equipment proficiency
- Payment collection
- CRM software
- Report preparation
- Fluent in multiple languages
- Sales expertise
- Problem-solving
- Shipping and receiving
- Medical terminology
Certification
- Notary Public
- BLS (Basic Life Support) Certified
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Customer Service Advocate - TTEC
09.2023 - Current
Technical Support & Sales Representative - Asurion
04.2023 - 09.2023
Customer Advocate - Teleperformance
03.2022 - 04.2023
Claims Adjuster - MVAIC
09.2015 - 03.2022
Saint Elizabeth University - Bachelor of Arts, Global Studies, Political Science, Business Administration
Similar Profiles
Edward James PeñalosaEdward James Peñalosa
Patient Support Representative at TTECPatient Support Representative at TTEC
STAN MILLERSTAN MILLER
Service Delivery Manager at TTECService Delivery Manager at TTEC
Sheila ParkerSheila Parker
Customer Service Representative at TTECCustomer Service Representative at TTEC
Matthew BernardMatthew Bernard
Executive Director at TTECExecutive Director at TTEC
Natasha TaylorNatasha Taylor
Customer Service Advocate at Blue Cross Blue ShieldCustomer Service Advocate at Blue Cross Blue Shield