Ericka Reid
Petersburg,VA
Summary
- Proven track record in customer service roles
- Strong interpersonal and communication skills
- Highly organized with the ability to multitask effectively
- Motivated and adaptable, open to cross-training opportunities
- Proficient in Microsoft Office, data entry, and web research
- Committed to ensuring customer satisfaction
Overview
8
8
years of professional experience
1
1
Certification
Work History
Remote Customer Service Representative
Omni Interactions
Petersburg, VA
11.2023 - Current
- Maintained accurate records of all prescriptions submitted by members and physicians.
- Reviewed and processed prescription benefit requests from medical providers, pharmacies and members.
- Provided guidance on resolving complex pharmacy benefit matters.
- Adhered to HIPAA regulations when handling confidential information related to patients' medical records.
- Provided customer service to members regarding inquiries related to pharmacy benefits and coverage.
- Facilitated communication between providers, pharmacists, and members concerning medication coverage issues or questions.
- Analyzed member eligibility for prescription benefits in accordance with plan provisions.
Remote Retention Specialist
ADT
Petersburg
07.2023 - 11.2023
- Resolved customer complaints in a timely and efficient manner
- Developed customer retention strategies and initiatives
- Accountable for consistently maintaining an exemplary customer service record and meeting all company goals and expectations
- Employed exceptional listening skills to determine the nature of calls in order to clearly and precisely address inquiries in a professional manner.
Remote Customer Service Representative
Liveops
Kingsland
01.2023 - 07.2023
- Assist customers with tax inquiries and submit auto and home insurance claims
- Schedule inspections for claims
- Help customers locate tax refunds and rectify errors in returns.
Remote Licensed Service Representative
Allstate
Kingsland
07.2021 - 11.2022
- Assist customers with insurance policy changes in compliance with state requirements
- Write new auto insurance policies, identifying opportunities for upselling and discounts.
Remote Technical Support Representative
KellyConnect
Kingsland
08.2019 - 07.2021
- Provide technical assistance to customers in a knowledgeable and courteous manner
- Document issues and resolutions comprehensively
- Diagnosed and resolved technical issues related to hardware, software, and peripherals
- Troubleshot technical issues and provided solutions to customers in a timely manner
- Provided technical support over the phone, in person, and via email.
Remote Customer Service Representative
GC Services
Kingsland
06.2018 - 10.2018
- Assist customers with questions and concerns regarding Apple store purchases
- Process returns for unwanted items and issue necessary credits.
Customer Service Representative
Alorica
Fredericksburg, VA
09.2017 - 05.2018
- Resolve customer inquiries related to internet and cable services
- Troubleshoot issues and arrange technician visits when needed.
Remote Customer Service Representative
SYKES
Denver, CO
02.2017 - 09.2017
- Employed exceptional listening skills to determine the nature of calls in order to clearly and precisely address inquiries in a professional manner
- Provided technical assistance to customers via phone, email, and chat for a wide range of products
- Monitored customer support queues and responded to customer inquiries
- Assisted customers with setting up and configuring products
- Troubleshot technical issues and provided solutions to customers in a timely manner.
Customer Service Representative
iQor
Charleston, SC
09.2016 - 02.2017
- Address incoming calls from customers providing support for console and account issues
- Deliver exceptional customer service and troubleshoot consoles.
Education
Allied Health Institute
Hanahan High School
Skills
- Auto Insurance
- Billing
- Call Center
- Communication Skills
- Customer Service
- Data Entry
- Insurance
- Insurance Claims
- Medical
- Microsoft
- Microsoft Office
- Research
- Satellite
- Support
- Technical Support
- Vitals
- Inbound and Outbound Calling
- Call Management
- Building rapport
- Service Upselling
- Problem-solving abilities
- Accuracy and Precision
- Insurance knowledge
- Benefits Explanation
Certification
Certified Medical Assistant
Timeline
Remote Customer Service Representative
Omni Interactions
11.2023 - Current
Remote Retention Specialist
ADT
07.2023 - 11.2023
Remote Customer Service Representative
Liveops
01.2023 - 07.2023
Remote Licensed Service Representative
Allstate
07.2021 - 11.2022
Remote Technical Support Representative
KellyConnect
08.2019 - 07.2021
Remote Customer Service Representative
GC Services
06.2018 - 10.2018
Customer Service Representative
Alorica
09.2017 - 05.2018
Remote Customer Service Representative
SYKES
02.2017 - 09.2017
Customer Service Representative
iQor
09.2016 - 02.2017
Allied Health Institute
Hanahan High School