Fairen Randle
Norfolk,VA
Summary
Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Insurance Customer Service Representative
GEICO
Virginia Beach, Virginia
05.2022 - 08.2024
- Greeted customers and provided prompt, courteous service.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Processed new policy applications and updated existing policy documents.
- Verified accuracy of customer data entered into the system.
- Facilitated payment processing for premium payments and renewals.
- Performed administrative duties such as filing, scanning, faxing, copying documents.
- Advised customers on available coverage options that best fit their individual needs.
- Conducted follow-up calls to ensure satisfactory resolution of customer issues.
- Actively participated in training sessions to stay up-to-date on changes in regulations related to insurance policies.
- Developed strong relationships with clients by providing exceptional customer service.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Navigated computer system to look up customer information and update policies.
- Responded to queries, solved, or referred problems and followed up with clients to increase satisfaction.
- Asked probing questions and offered solutions to resolve customer issues.
- Attended training and educational seminars to enhance knowledge and credentials.
Customer Service Representative
Verizon Fios
Norfolk, VA
01.2020 - 05.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Supported sales team members to drive growth and development.
- Developed relationships with clients through door-to-door sales visits.
Education
Bachelor of Science - Medical And Health Service Management
Norfolk State University
Norfolk, VA05-2025
Skills
- Client Education
- Policy understanding
- Insurance terminology
- Customer Service
- Data Entry
- Teamwork and Collaboration
- Communication Skills
- Problem-solving abilities
- Microsoft Office
- Understanding of medical terms
Timeline
Insurance Customer Service Representative
GEICO
05.2022 - 08.2024
Customer Service Representative
Verizon Fios
01.2020 - 05.2022
Bachelor of Science - Medical And Health Service Management
Norfolk State University