Fredrick Moore
Lumberton,NC
Summary
Information Technology graduate with over 10 years of experience in customer service and troubleshooting. Proven ability to enhance customer satisfaction and boost business productivity through effective end user support. Strong problem-solving skills and a commitment to delivering high-quality technical assistance.
Overview
3
3
years of professional experience
Work History
Customer Service Representative/ Member Advocate
CVS Health
08.2022 - Current
- Provides effective resolutions while working as a “single-point-of-contact” for plan sponsors, members, and providers.
- Produces customized offers of products and services based on customers preference and individualized needs.
- Building rapport with our members while understanding and engaging the member.
- Maintain efficient records of customer interactions with details of inquiries, complaints, or comments.
- Thoroughly completing required actions with a high level of detail to ensure we meet our compliance requirements.
- Protects the confidentiality of member information and adheres to company policies regarding privacy/ HIPAA.
- Effectively supports members during enrollment calls, appropriately managing difficult or emotional member situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate.
Education
Associate of Arts - Information Technology
University of Phoenix
Phoenix, AZ08.2024
Skills
- Cloud Platforms
- Customer service
- Customer relationship management
- Member support
- Customer relationship management (CRM)
- Live chat support
- Remote Monitoring & Management Tools
- PowerShell
- Automation Development
- OSI Model
- TCP/IP
- WAN/LAN
- Microsoft Windows
- Linux
- Microsoft Office Suite
- CRM
- Service Ticket Systems (JIRA)
- Monitoring Dashboards
- Foundations of Network Security
- IS Security Concepts
- Help Desk
- Ticket Resolution
- Troubleshooting
- MS Windows 7
- MS Windows 8
- MS Windows 10
- MacOS
- MS Office 2003
- MS Office 2007
- MS Office 2010
- MS Outlook
- Office 365
- Adobe Creative Cloud
- Active Directory
- Email Administration (MS Outlook)
- Single Sign-On (Onelogin)
- Call Center Experience
- ServiceNow
- CRM Tools
- Healthcare Environment Experience
Skills Overview
OSI Model, TCP/IP, WAN/LAN, MS Windows 7, 8, 10 & macOS, MS Office 2003/2007/2010, MS Outlook, Office 365, Adobe Creative Cloud, Active Directory, Email Administration (MS Outlook), Single Sign-On (Onelogin), Call Center Experience, ServiceNow, CRM Tools
Timeline
Customer Service Representative/ Member Advocate
CVS Health
08.2022 - Current
Associate of Arts - Information Technology
University of Phoenix