Faith Blue
Knoxville ,TN
Summary
Customer service professional with proven record in boosting customer satisfaction and loyalty. Known for collaborative work style and achieving positive outcomes. Reliable team player with adaptability to changing priorities and excellent problem-solving skills.
Experienced with customer relationship management, focusing on retention and satisfaction. Utilizes strategic thinking to identify and resolve issues, ensuring customer loyalty. Strong understanding of communication techniques and conflict resolution.
Overview
10
10
years of professional experience
Work History
Customer Retention Specialist
ADT Security
08.2024 - Current
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Championed a company-wide initiative focused on creating a culture of exceptional customer service delivery across all departments.
- Adhered to appropriate legal scripting when required.
- Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
- Provided exceptional support for new customers, ensuring seamless onboarding experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Streamlined workflow by maintaining and troubleshooting scanning equipment regularly.
- Reduced downtime, troubleshooting and resolving technical issues promptly.
- Conducted remote troubleshooting sessions for faster resolution of technical problems.
Customer Care Representative
CVS/caremark
02.2022 - 06.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Reduced claim denials by verifying patient eligibility and coverage details prior to submission.
- Collaborated with medical staff to obtain necessary documentation for accurate claim submissions.
- Contributed to positive relationships with insurance companies through consistent follow-up and prompt issue resolution.
- Navigated complex billing systems with ease, ensuring accurate invoicing and prompt payment collection from insurers.
- Addressed discrepancies between prescribed medications, alerting medical professionals when necessary to prevent adverse reactions or negative outcomes.
Cashier
Weigels
05.2021 - 08.2022
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Insurance Verification Specialist
TeamHealth
02.2019 - 04.2021
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Developed strong relationships with insurance representatives, facilitating smooth communication channels for resolving inquiries or disputes.
Caregiver
Public Partnerships LLC
10.2016 - 01.2019
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Assisted patients with self-administered medications.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Provided safe mobility support to help patients move around personal and public spaces.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
Customer Service Representative
Knoxville Zoo
05.2015 - 03.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
Education
High School Diploma -
West High School
Knoxville, TN05-2015
Skills
- Patience and tolerance
- Customer service experience
- Customer service background
- Outstanding interpersonal skills
- Negotiation
- Retention strategies
- Proficiency in [office equipment]
- Teamwork
- Excellent communication skills
- Customer service
- Problem-solving skills
- Time management
- Multitasking
- Calm and professional under pressure
- Reliability
- Computer skills
- Understanding customer needs
- Issue resolution/troubleshooting
- Troubleshooting methods
Timeline
Customer Retention Specialist
ADT Security
08.2024 - Current
Customer Care Representative
CVS/caremark
02.2022 - 06.2024
Cashier
Weigels
05.2021 - 08.2022
Insurance Verification Specialist
TeamHealth
02.2019 - 04.2021
Caregiver
Public Partnerships LLC
10.2016 - 01.2019
Customer Service Representative
Knoxville Zoo
05.2015 - 03.2016
High School Diploma -
West High School
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