Ginger Newton
McMinnville,OR
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Care Coordinator 1 Medicaid
Total Med
01.2023 - Current
- Communicated with customers to assess and address individual needs, providing timely and quality support using the ONE system, MMIS and DHR.
- Took ownership of customers issues to follow problems through to resolution.
- Kept accurate records to document service actions and discussions.
- Entered customer demographic data into company databases.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
- Communicated with customers to identify needs and expectations.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
Member Service Representative
VSP Global
08.2021 - 10.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
- Resolved customer issues through thorough dispute investigation.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
HR Assistant
Aerotek
10.2020 - 07.2021
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Responded to inquiries by answering telephone calls questions and emails.
- Updated Human Resources Information System (HRIS) database, maintained data accuracy and assisted with system changes.
- Maintained office supplies, distributed mail and processed invoices for payment.
Phone Banker 2
Wells Fargo
02.2018 - 04.2020
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Maintained friendly and professional customer interactions.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Referred customers to other banking departments for specialized services.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Handled various accounting transactions.
- Cross-sold credit cards, loans and other bank products.
Customer Service Representative
T-Mobile Wireless
12.2015 - 10.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Member Service Representative
Catamaran
07.2013 - 07.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Verified customer identification and documentation for compliant transactions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Maintained and managed customer files and databases.
- Resolved customer issues through thorough dispute investigation.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
North Salem High School
Salem, OR06.1998
Skills
- Clerical Support
- Individual Sessions
- Cataloging
- Business Analysis
- Customer Care
- Call Center Processes
- Policy and Procedure Adherence
- Quality Production
- Inbound Customer Service
- Customer Experience Improvement
Timeline
Customer Care Coordinator 1 Medicaid
Total Med
01.2023 - Current
Member Service Representative
VSP Global
08.2021 - 10.2022
HR Assistant
Aerotek
10.2020 - 07.2021
Phone Banker 2
Wells Fargo
02.2018 - 04.2020
Customer Service Representative
T-Mobile Wireless
12.2015 - 10.2016
Member Service Representative
Catamaran
07.2013 - 07.2014
High School Diploma -
North Salem High School
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