Erica Freeman
Burlington,IA
Summary
Personable and dedicated customer service specialist with extensive experience in the finance industry. Solid team player with upbeat, positive attitude and proven skills and establishing rapport with clients. Experience in utilizing CRM software and Salesforce Analysis.
Overview
12
12
years of professional experience
Work History
Care Coordinator
Walmart Health
09.2020 - Current
- Coordinated patient care plans to enhance service delivery and improve health outcomes.
- Facilitated communication between healthcare providers and patients to ensure continuity of care.
- Managed appointment scheduling and follow-up processes to optimize patient flow and satisfaction.
- Developed educational materials for patients to promote health literacy and self-management skills.
- Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
Claims Benefit Specialist
Metlife
01.2017 - 03.2020
- Developed and implemented CRM strategies to enhance customer engagement and retention.
- Trained and mentored junior staff on CRM tools and best practices for optimal usage and efficiency.
- Analyzed complex claims to ensure compliance with policy guidelines and regulations.
- Reviewed and evaluated high-value claims, ensuring accurate assessments and timely resolutions.
Customer Service Representative
Tru Green Lawn
03.2014 - 10.2016
- Resolved customer inquiries regarding lawn care services and products effectively.
- Educated customers on proper lawn maintenance techniques and seasonal service options.
- Processed service requests and scheduled appointments using CRM software efficiently.
- Collaborated with team members to enhance customer satisfaction and service delivery standards.
- Led initiatives to streamline communication between departments, improving response times significantly.
Education
High School Diploma -
South Elgin High School
South Elgin, IL06-2011
Skills
- Efficient and Detail - orientated
- Email support
- Understanding customer needs
- Call Documentation
- Order and refund processing
- Salesforce
- Data Entry
- CRM Software
- Live chat
- Microsoft Office
- Billing Adjustments and Refund
- Data Entry
- Customer service and care
- Inbound and outbound customer service
Timeline
Care Coordinator
Walmart Health
09.2020 - Current
Claims Benefit Specialist
Metlife
01.2017 - 03.2020
Customer Service Representative
Tru Green Lawn
03.2014 - 10.2016
High School Diploma -
South Elgin High School