Haley Houck
Lawton,OK
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist III - NSHD
ASM Research
08.2023 - 03.2025
- Intake, identify, review and triage high complexity inquiries.
- Provide complex support and resolution for highly complex inquiries, including coordination and outreach with providers, different stakeholders, and CMS groups.
- Provide highly specific and/or advanced instructions to providers, health care facilities, insurance companies or insurance plans; and/or other entities as directed by CMS.
- Building lasting relationships with clients and other call center team members based on trust and reliability.
- Utilizing software, databases, scripts, and tools appropriately.
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
- Taking part in training and other learning opportunities to expand knowledge of company and position.
- Adhering to all company policies and procedures.
- Takes to new tasks and directives quickly and have a history of helping my coworkers make sense of complex directions so that they too can perform their duties accurately and efficiently.
Tier II Representative - NSHD
Cognosante
01.2023 - 08.2023
- Manage all inbound complex complaints and inquiries. Provide advanced support and resolution for complex complaints and inquiries.
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Building lasting relationships with clients and other call center team members based on trust and reliability.
- Utilizing software, databases, scripts, and tools appropriately.
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
- Taking part in training and other learning opportunities to expand knowledge of company and position.
- Adhering to all company policies and procedures.
Tier I Representative - NSHD
Cognosante
11.2021 - 01.2023
- Receive initial consumer inquiries or complaints via phone
- Utilize a Customer Relationship Management (CRM) system to document inquiries or complaints
- Provide general information regarding the No Surprises Billing Act (NSA) and related matters, and resolve consumer issues when possible
- Escalate complaints internally as necessary, guided by project documentation
- Meet or exceed metrics for call center activities as defined by the project
- Contribute to Knowledge Base information and additional documentation as needed
- Attend all required corporate and NSHD project meetings
- Complete all training required by Cognosante and the NSHD project
- Adhere to all company policies and procedures
- Provide additional support as required by project management
Customer Service Representative I - FEMA
Cognosante
03.2021 - 10.2021
- Assists callers with questions and concerns related to the recent disaster, responds to customer inquiries with active listening using a script as a guide.
- Utilizes standard technology such as computers, telephone, email and web browsers to complete work tasks.
- Refers escalated calls as needed to supervisor.
- Records all results from contacts in call center database.
- Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
- Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Retail Sales Associate
Dollar General
01.2021 - 10.2021
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases and locate items.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Developed rapport with regular customers, fostering welcoming store atmosphere.
Retail Sales Consultant
AT&T
08.2019 - 01.2020
- Enhanced customer loyalty by offering tailored solutions that met individual needs.
- Resolved customer complaints promptly, maintaining a positive brand image.
- Participated in promotional events to engage potential customers and showcase store offerings.
- Boosted customer satisfaction by providing exceptional service and product knowledge.
- Maximized sales revenue through personalized recommendations and upselling techniques.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Developed strong relationships with clients, leading to repeat business and increased referrals.
- Greeted customers and helped with product questions, selections, and purchases.
- Answered questions about store policies and addressed customer concerns.
- Listened to customer needs and desires to identify and recommend optimal products.
- Developed strong rapport with customers and created positive impression of business.
Family Support Specialist II
State Of Kentucky
03.2014 - 08.2019
- Interviews clients for public assistance, completes appropriate forms and gathers required documentation to make eligibility determinations.
- Participates in in-service training to enhance various public assistance program requirements, forms, policies, and procedures.
- Operates computer terminals to verify client information and to calculate program benefits.
- Communicates agency mission and explains services offered. Identifies resources and makes appropriate referrals.
- Provides supportive services.
- Explains work requirements and encourages the exploration of work opportunities.
- Tracks processing deadlines for timely redeterminations and case hearings.
- Prepares and maintains case records.
- Has responsibility for workload assignments given by the office manager.
- Testifies in hearings.
- Gathers information to be used in responding to inquiries about cases.
Education
No Degree - Business Administration And Management
Ashland Community And Technical College
Ashland, KYHigh School Diploma -
East Carter High School
Grayson, KY05-2011
Skills
- Customer service
- Customer relations
- Call center experience
- Excellent written and oral communication
- Telephone etiquette
- Active listening
- Computer proficiency
- Data entry
- Critical thinking
- Conflict resolution
- Microsoft Office Suite
Timeline
Customer Service Specialist III - NSHD
ASM Research
08.2023 - 03.2025
Tier II Representative - NSHD
Cognosante
01.2023 - 08.2023
Tier I Representative - NSHD
Cognosante
11.2021 - 01.2023
Customer Service Representative I - FEMA
Cognosante
03.2021 - 10.2021
Retail Sales Associate
Dollar General
01.2021 - 10.2021
Retail Sales Consultant
AT&T
08.2019 - 01.2020
Family Support Specialist II
State Of Kentucky
03.2014 - 08.2019
No Degree - Business Administration And Management
Ashland Community And Technical College
High School Diploma -
East Carter High School
Similar Profiles
Joseph GaitanJoseph Gaitan
Outreach Analyst III at ASM ResearchOutreach Analyst III at ASM Research
Patricia RichardsonPatricia Richardson
Outreach Support Analyst at ASM ResearchOutreach Support Analyst at ASM Research
Nix JacksonNix Jackson
Cloud Support Engineer at ASM ResearchCloud Support Engineer at ASM Research