Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

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
Ericka Reid