Hi, I’m
FRANCES MBAIDEDJI
Customer Service Specialist
Upper Darby,PA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven ability to build rapport with customers. Motivated to ensure customer satisfaction and contribute to the success of the organization. Specialized in quality, speed and process optimization.
Energetic and results-oriented with an exemplary passion for building relationships, cultivating partnerships and growing business.
Overview
9
years of professional experience
Work History
Results CX
CUSTOMER CARE SPECIALIST
09.2023 - 12.2023
Job overview
- Answered phone calls, listen thoroughly to members, prospects, and providers, and transfer calls if necessary
- Help customers with clear understanding to choose health plans and enroll them in
- Quoted benefits (co-pay, deductible, premium.) to members and providers
- Look up providers and pharmacies for members
- Documenting all calls.
Center One LLC
CUSTOMER CARE SPECIALIST
11.2022 - 08.2023
Job overview
- Assisting customers with questions, inquiries, activations, and issues related to their credit cards
- Helping customers making credit card payments
- Assisting with outbound calls if needed.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Took ownership of customers issues to follow problems through to resolution.
OPTUM
CUSTOMER SERVICE
07.2021 - 04.2022
Job overview
- Assisted the Helpline coaching new hires
- Answered phone calls, listen thoroughly to members and providers, and transfer calls if necessary
- Quoted benefits (co-pay, deductible, etc.) to members and providers after HIPPA verification
- Provided members with behavior health providers list in their areas for appointments
- Provided members and providers with prior authorizations needed for some services
- Calculated members’ rate for out of network coverage
- Send out eligibility request form for members who don’t show on the system
- Documenting all calls.
- Maintained detailed records of client conversations and customer service.
TeleTech home
CUSTOMER SERVICE
08.2020 - 06.2021
Job overview
- Answer phone calls, provide information to patients, and transfer calls
- Listening to, understanding and providing solutions for clients’ needs
- Help patients schedule appointments, create their “MyChart account”
- Provide patients with their Covid-19 test results
- Use CRM system to clearly document instantly all telephone calls.
- Increased customer service success rates by quickly resolving issues.
NoVo Foundation
ADMINISTRATIVE CORDINATOR
10.2017 - 06.2020
Job overview
- Calendar and Meeting Management
- Travel – Domestic and International
- Expense Reporting
- Support for Event Logistics and Materials
- Used Zendesk and Slack to accomplish tasks
- Hospitality and Back-Up to Support for Reception and handling calls.
Cleary Gottlieb Steen & Hamilton LLP
Front Desk Receptionist
06.2015 - 09.2017
Job overview
- Provide general administrative support for 3-8 attorneys daily
- Schedule and set up conference calls for attorneys; arrange for car and conference room reservations
- Greet visitors, answer phone calls, and direct messages to appropriate parties.
Education
Baruch CollegeNew York, NY
Certificate in Project Management
12.2015
Microsoft Word (MOS Certified)New York, NY
Career Services Training Center
08.2014
University of Ngaoundere
Master of Arts: Sociology
12.2004
Skills
- English
- French
- Microsoft Office Certified in Word and Excel
- Advanced skills in Power Point, Outlook and Data Entry
Timeline
CUSTOMER CARE SPECIALIST
Results CX
09.2023 - 12.2023
CUSTOMER CARE SPECIALIST
Center One LLC
11.2022 - 08.2023
CUSTOMER SERVICE
OPTUM
07.2021 - 04.2022
CUSTOMER SERVICE
TeleTech home
08.2020 - 06.2021
ADMINISTRATIVE CORDINATOR
NoVo Foundation
10.2017 - 06.2020
Front Desk Receptionist
Cleary Gottlieb Steen & Hamilton LLP
06.2015 - 09.2017
Baruch College
Certificate in Project Management
Microsoft Word (MOS Certified)
Career Services Training Center
University of Ngaoundere
Master of Arts: Sociology
Similar Profiles
Shekinah HamiltonShekinah Hamilton
Seasonal Customer Service Representative at Results CXSeasonal Customer Service Representative at Results CX
Natasha PittmanNatasha Pittman
Call Center Customer Service Representative at Results CxCall Center Customer Service Representative at Results Cx
Analucia RamirezAnalucia Ramirez
Trainer at Results CXTrainer at Results CX
VITTORIA SANCHIRICOVITTORIA SANCHIRICO
Call Center Agent at Results CXCall Center Agent at Results CX
Harkirat SinghHarkirat Singh
Customer Service Representative at Produce JunctionCustomer Service Representative at Produce Junction