Fontella Duncan
Customer Service Rep
Macon,GA
Summary
Detail-oriented professional, excelling in customer service with attention to detail, excellent communication, and problem-solving skills. Focuses on personalized solutions that foster loyalty by anticipating customer needs and exhibiting a service-oriented attitude. Bringing top-notch oral and written communication skills, active listening, and analytical problem-solving skills.
Overview
26
26
years of professional experience
Work History
Health care Representative
Navicent
02.2021 - 12.2023
- 02Answer telephonic and e-mail inquiries promptly
- Furnish members health care practitioners with details regarding members' benefits
- Grant pre-authorizations for medical treatment, if covered
- Advise members of outstanding co-payments
- Provide extant prospective members with details of network providers.
- Interacted with 20 insurance companies to verify patient eligibility benefits
- Managed updated health records of 13 personnel
- Interacted with 20 insurance companies to verify patient eligibility benefits
Customer Sales Agent
Serenity Manor
01.2017 - 07.2020
- Handled a high volume of inbound calls to respond to customer inquiries regarding products and services
- Answered customers' questions about service status and/or the status of their orders and deliveries
- Maintained customer accounts and provide customers with information on their account statuses
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Recorded actions taken, issues resolved, and customer information to effectively manage customer accounts.
Customer Service Representative
Omni Solutions
07.2013 - 01.2017
- Responded to inbound calls, e-mails, and chat inquiries and resolved customer issues
- Leveraged sales20% expertise to promote products and capitalize on upsell opportunities
- Processed customer payments via phone and provided accurate and complete information on products and services
- Offered technical support for products and suggested alternative solutions using available resources
- Recorded actions taken, issues resolved, and customer information to effectively manage35 customer accounts.
Customer Service Representative
Millerfield Personal Care Home
03.1998 - 08.2013
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Call Center Representative
Target
05.2005 - 07.2013
- Handled inbound calls, chats, and emails to assist customers with inquiries and service requests
- Assisted customers with placing orders, processing returns, and tracking shipping
- Audited customer account information to identify issues and develop solutions
- Recorded and documented customer information, inquiries, and actions in the company database
- Gathered customer feedback and implemented necessary changes to surpass satisfaction goals.
Education
GED -
Jones County Civic Center
Gray, GA 11.1988 - 05.1989
Skills
Oral & Written CommunicationMulti-tasking AbilitiesInbound & Outbound CallsTechnical SupportData Entry & 10-Key ProficiencyActive Listening SkillsMicrosoft Office ExpertiseTime Management & OrganizationComplex Problem-Solving AbilitiesWork Task Prioritization
Customer Service
Flexible and Adaptable
Interpersonal Communication
Problem-Solving
Excellent Communication
Research
Timeline
Health care Representative
Navicent
02.2021 - 12.2023
Customer Sales Agent
Serenity Manor
01.2017 - 07.2020
Customer Service Representative
Omni Solutions
07.2013 - 01.2017
Call Center Representative
Target
05.2005 - 07.2013
Customer Service Representative
Millerfield Personal Care Home
03.1998 - 08.2013
GED -
Jones County Civic Center
11.1988 - 05.1989
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteImportant To Me
Healthcare benefits401k matchPaid time offWork from home optionPaid sick leaveCareer advancementWork-life balanceFlexible work hoursPersonal development programsAccomplishments
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.