Farroll Howard
Perris,CA
Summary
Astute individual with capability to tackle challenges head on. Dedicated team player with natural talent for writing and strong desire to improve customer experience. Seeking online chat specialist role for company that values employees and dedication.
Overview
6
6
years of professional experience
Work History
Travel Consultant
Archer Travel Service
Riverside
08.2018 - Current
- Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
- Prepared itineraries to deliver travel arrangements to clients.
- Resolved any issues related to travel plans and services.
- Reserved hotel rooms for business travelers based on individual preferences, schedules, and budgets.
- Responded promptly to clients regarding visa, passport and security inquiries.
- Used company tools and systems to complete requests.
- Processed credit and debit payments and handled confidential information with discretion.
- Analyzed airline rules, regulations and tariffs and discussed international fare construction and visa and passport requirements with clients.
Customer Support/Chat Specialist
United Healthcare Group
California (Remote), PA
05.2020 - 01.2023
- Resolved customer complaints via phone, email, mail or social media.
- Utilized computer technology to handle high call volumes efficiently.
- Provided customers with product and service information.
- Upsold additional products when appropriate.
- Tracked daily performance metrics such as number of calls taken, average call duration.
- Created detailed records of customer interactions and transactions.
- Ensured compliance with HIPAA regulations concerning patient privacy rights.
- Informed customers about services available at the clinic or hospital.
- Collected patient demographic and insurance information for new patients.
- Provided technical support to customers having difficulty navigating online systems or websites related to medical services.
- Answered incoming calls and responded to customer inquiries in a timely manner.
Education
High School Diploma -
Dominguez High School
Compton, CA06-1996
Some College (No Degree) - General Studies
Los Angeles Southwest College
Los Angeles, CASkills
- Technical Troubleshooting
- Proficiency in Zendesk Software
- Customer Education
- Telephone Etiquette
- Process Management
- Online Communications
- Customer Services
- Relationship Building
- Support Services
- Call Centers
- Quality Assurance
- Product Upselling
- Data Entry
- Call Control
- Complaint Resolution
References
References available upon request.
Timeline
Customer Support/Chat Specialist
United Healthcare Group
05.2020 - 01.2023
Travel Consultant
Archer Travel Service
08.2018 - Current
High School Diploma -
Dominguez High School
Some College (No Degree) - General Studies
Los Angeles Southwest College
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