Ferrel Gould
Lauderhill
Summary
Customer service professional with 9 years of experience in hybrid environments, recognized for exceptional problem-solving and communication skills. Proficient in CRM systems such as Zendesk, Freshdesk, and Salesforce, with a strong ability to troubleshoot technical issues efficiently. Committed to enhancing customer satisfaction through tailored support strategies and a customer-first approach. Proven track record of training new team members and managing multiple inquiries while maintaining high-quality service. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests, and emails with good problem-solving, multitasking, and research abilities. Background in the field roles with high-volume customer demands. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with a successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
4
4
years of professional experience
Work History
Customer Care Specialist I
BCforward/Elevance Health
03.2025 - 03.2026
- Provided comprehensive information on insurance plan details, including deductibles and co-insurance, clarifying covered and non-covered services for patients.
- Assisted patients in scheduling appointments with Primary Care Physicians (PCPs) and Specialists, ensuring seamless coordination of healthcare services.
- Provided information about Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to assist customers in making informed financial decisions.
- Facilitated access to wellness programs, Employee Assistance Programs (EAP), and Medicare support, enhancing individuals' ability to utilize health resources effectively.
- Facilitated medication ordering processes, assisting patients in placing prescriptions and ensuring timely delivery of medications.
- Delivered exceptional customer support through phone, chat, and email channels, addressing inquiries related to prescriptions, insurance claims, and account management with empathy and professionalism.
- Guided customers through their healthcare benefits, ensuring understanding of coverage and plan limitations while maintaining compliance with HIPAA regulations.
- Resolved complex issues involving insurance claims, pharmacy discrepancies, and shipping errors, ensuring timely and accurate customer resolutions.
- Documented all customer interactions accurately within company systems, safeguarding Protected Health Information (PHI) and maintaining confidentiality.
- Operated effectively in a remote or call center environment, upholding high standards of service quality and regulatory compliance.
- Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Analyzes problems and provides information/solutions.
- Operates a PC/image station to obtain and extract information, documents information, activities, and changes in the database.
- Thoroughly documents inquiry outcomes for accurate tracking and analysis.
- Maintained positive customer relations and coordinated with various functions to ensure timely handling of customer requests and inquiries.
- Researches and analyzes data to address operational challenges and customer service issues.
- Provides external and internal customers with requested information.
- Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
- Uses computerized systems for tracking, information gathering, and troubleshooting.
- Outbound calls are conducted in the ZipDrug business area.
Customer Service Specialist/Order Entry
QVC, Inc
04.2022 - 02.2025
- Placed orders for customers, providing estimated delivery dates and order numbers to enhance order tracking.
- Troubleshooting customers' accounts, resetting customers' emails, and unblocking customers' accounts.
- De-escalated calls from any sort of inconvenience with an angry customer due to package delay or damage.
- Processed payments for current and past-due accounts.
- Troubleshoot customers' accounts for account recovery or account issues.
- Handled customer inquiries and suggestions with professionalism, fostering positive customer interactions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed 200-300 customer calls daily in a hybrid role, ensuring effective communication and support.
- Delivered prompt service to prioritize customer needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Technology Proficiency: Experienced with CRM systems (e.g., Salesforce, Zendesk, Slack, G-Suite), call center software, and cloud-based communication tools.
Customer Service/Telephone Interviewer
Headway Workforce Solutions
06.2022 - 10.2023
- Conducted phone interview surveys to gather valuable respondent feedback.
- Conduct computer-based interviews by phone with a high degree of accuracy and integrity.
- Delivered courteous and professional service to enhance respondent experience during interviews.
- Administered and collected informed consent for studies, addressing respondent inquiries to ensure understanding.
- Follow all project specifications and protocols.
- Regularly report to the assigned Field Manager.
- Maintain confidentiality of all collected data.
Education
High School Diploma -
Olympic High School
Charlotte, NCSkills
- Interpersonal skills
- Salesforce
- Customer support
- Multichannel marketing
- Account management
- Closing sales
- Customer support expertise
- Hospitality support
- Upselling
- HubSpot
- Email outreach prospecting
- Conflict management
- Customer service through social media
- Problem solving
- CRM system proficiency
- AHT
- Conducting sales calls
- Microsoft Outlook
- Technical Proficiency
- HIPAA
- Computer skills
- AI
- Technical support representative experience
- Technical troubleshooting support
- Sales outreach campaigns
- Managing customer accounts
- Email customer support
- Cold calling
- Analysis skills
- Microsoft Dynamics 365
- Escalation handling
- Avaya
- Multitasking
- Asana
- Databases
- Handling customer exchanges
- Telecommunications support
- CRM software
- Microsoft Project
- Siebel
- TeamViewer
- Zoho CRM
- Adaptability
- Residential real estate transactions
- Microsoft Word
- Copper CRM
- MLS software
- ServiceNow
- Power Pivot
- Microsoft Excel
- Phone call management
- SMS customer support
- Customer training
- Time management
- Client services
- Contract review
- Outbound sales
- Sales presentations
- Patient service
- Hunter
- Inbound Call
- Zendesk
- Organizational skills
- QuickBooks
- Verint
- Sales
- Computer literacy
- Mac OS
- Technology support
- Customer returns handling
- Call center
- Order Services
- Google Workspace
- Phone etiquette
- Math
- Slack
- Office experience
- Healthcare support
- Customer communication
- Customer inquiry handling
- Microsoft Teams
- Retail support
- Order inquiry handling
- Desktop support
- VMWare
- Client email correspondence
- Call center management
- Computer hardware
- Record keeping
- Hospitality
- Billing issue inquiries
- SugarCRM
- Background checks
- Customer relationship building
- SharePoint
- EMR/EHR
- Phone client interaction
- Team management
- Critical thinking
- Freshsales
- Call center experience
- Communication
- Internal employee customer service
- High Volume Of Calls
- Writing skills
- Technical user customer support
- Phone communication
- Inquiry handling
- Customer relationship management
- CRM integration
- Clear verbal communication
- Microsoft Office
- Claims processing
- Appointment scheduling
- Medication coordination
- Healthcare benefits explanation
- Conflict resolution
- Stress management
- Team collaboration
- Inbound customer service
- Payment processing
- Data entry
- Multitasking and organization
- Claims monitoring
- Call documentation
- Customer satisfaction surveys
- Health insurance navigation
- Data entry accuracy
- [Product or service] support
- Problem resolution
- Documentation and reporting
- Product knowledge
- Empathy and patience
Languages
- English, Bilingual
- Haitian Creole, Bilingual
Personal Information
- Willing To Relocate: Remote
- Authorized To Work: US for any employer
Timeline
Customer Care Specialist I
BCforward/Elevance Health
03.2025 - 03.2026
Customer Service/Telephone Interviewer
Headway Workforce Solutions
06.2022 - 10.2023
Customer Service Specialist/Order Entry
QVC, Inc
04.2022 - 02.2025
High School Diploma -
Olympic High School