Gwendolyn Church
Worthington,Ohio
Summary
Proven expertise in complaint resolution and adaptability, honed across roles at Conduent and Teleperformance. Excelled in enhancing customer satisfaction and confidentiality, achieving a significant improvement in client service delivery. Skilled in critical thinking and call center operations, consistently prioritized patient and client needs in a fast-paced environment.
Overview
19
19
years of professional experience
Work History
Commercial Cleaner
A Plus Solutions LLC
Columbus, Oh
12.2024 - Current
- Cleaned building floors by sweeping, mopping, and scrubbing floors.
- Handled equipment, chemicals, and materials properly and with caution.
- Maintained clean, neat, and professional entrances.
- Improved overall cleanliness of facilities by diligently adhering to established sanitation standards and protocols.
Healthcare Customer Service Representative
Conduent
Columbus, Ohio, US
08.2024 - 11.2024
- Ensured compliance with all regulatory requirements as they relate to healthcare services provided by the organization
- Utilized problem-solving techniques to resolve customer complaints and issues quickly and efficiently
- Educated customers on available services offered by the healthcare facility
- Maintained accurate records of patient interactions, including notes on billing concerns, insurance policies, medical procedures and other related topics
Customer Service Representative
Teleperformance
US
11.2023 - 02.2024
- Answer inbound calls in a timely manner providing the appropriate greeting and closing
- Aim for first call resolution
- Provide excellent customer service through active listening
- Work with confidential customer information and treat it sensitively
- Appropriately communicate with customers
- Calmly attempt to resolve and de-escalate any issues
- Escalate interactions when necessary and appropriate
- Empathize, Sympathize, and apologize
- Provide world class customer service on every call
Customer Service Representative
VSP
Columbus, US
03.2023 - 09.2023
- Identify and assist with firm services and solutions that supports clients needs
- Including banking products and services, secure digital offerings like Morgan Stanley online and morgan Stanley mobile
- Confirm authorization and authenticate client when processing requests
- Onboard and maintain client accounts, including collecting client information and required documentation, capturing and assessing risk, processing money movement transactions and handling estate needs
- Input orders at the direction of clients and/or Financial Advisors, discuss reinvestment options and corporate actions with clients at the direction of Financial Advisors
Customer Service Representative
VSP
Columbus, US
08.2022 - 10.2022
- 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
- Assisting providers with authorizations
- Providing customers with online support to create online accounts, reset password, locate vision providers, locate benefits/ID cards, and submitting online claims
Inbound Credit Card Representative
Discover
New Albany, US
05.2022 - 08.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Assisted customers by processing online payments
- Assisted customers with issuing new credit cards
- Assisted customers with address and phone number changes
- 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
- Responded proactively and positively to rapid change
Member Service Representative
Molina Healthcare
US
06.2021 - 04.2022
- Assisted members with changing their primary care provider
- Educated members on what products and services were covered
- Assisted members with documenting grievances when they encountered a negative experience with the company or their providers office
- Providing outbound calls to members pharmacy if/when there was an issue with their prescriptions
Customer Service Representative
VSP
Columbus, US
08.2019 - 06.2021
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Assisted customers with web support allowing them to have full access to their benefits, Id cards, Provider directory, and to also file claims
- Answered customer telephone calls promptly to avoid on-hold wait times
- Assisted customers with out of pocket expense letters
- Maintaining a positive attitude in a high call volume atmosphere
Property & Casualty Specialists
Howard K Tyler State Farm Insurance
US
06.2006 - 07.2019
- Obtained Property & Casualty license through the state of Ohio
- Attended continuing education classes to maintain property & casualty license
- Generated quotes and proposals for clients to match individual needs
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
- Negotiated contracts with clients to establish best coverage with lowest cost
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport
- Developed strong referral network in community to raise awareness and increase sales opportunities
- Registered customer information on database to enable tracking history and maintain accurate records
- Conducted annual reviews of existing policies to update information
- Collected premiums on or before effective date of coverage
Education
Diploma -
Westerville South High School
05.2005
Skills
- Conflict resolution
- Time management
- Adaptability
- Customer satisfaction
- Critical thinking
- Patience
- Active listening
- Product knowledge
- Empathy
- Patient confidentiality
- Call center experience
Timeline
Commercial Cleaner
A Plus Solutions LLC
12.2024 - Current
Healthcare Customer Service Representative
Conduent
08.2024 - 11.2024
Customer Service Representative
Teleperformance
11.2023 - 02.2024
Customer Service Representative
VSP
03.2023 - 09.2023
Customer Service Representative
VSP
08.2022 - 10.2022
Inbound Credit Card Representative
Discover
05.2022 - 08.2022
Member Service Representative
Molina Healthcare
06.2021 - 04.2022
Customer Service Representative
VSP
08.2019 - 06.2021
Property & Casualty Specialists
Howard K Tyler State Farm Insurance
06.2006 - 07.2019
Diploma -
Westerville South High School