Imran Aslam
Customer Service Representative
Homestead
Summary
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, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
21
21
years of professional experience
4
4
Languages
Work History
CSR 1
NSU
04.2024 - Current
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
CUSTOMER SERVICE REPRESENTATIVE
Humana
08.2022 - 01.2024
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Boosted customer retention by promptly handling complaints and providing appropriate solutions.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
CUSTOMER SERVICE REPRESENTATIVE
KRISHNA WIRELESS LLC
12.2015 - 07.2022
- Utilized CRM software to track customer interactions, update account information, and maintain accurate customer records
- Collaborated with cross-functional teams to address complex customer inquiries and coordinate timely resolution, resulting in a 10% decrease in overall customer complaints
- Managed a high volume of customer calls and emails, averaging 50 interactions per day, while maintaining a 90% customer retention rate.
CUSTOMER SERVICE REPRESENTATIVE
COMCAST
05.2005 - 11.2015
- Manage in-person and telephone complaints and requests from more than 75+ customers daily
- Perform regular assessments regarding customer complaints and provide suggestions to improve customer satisfaction
- Managed customer returns, fielded complaints with patience and understanding, and identified resolutions to ensure customer satisfaction
- Manage and resolve 50+ escalated customer complaints per day, including processing returns and identifying solutions to customer issues
- Provided quality customer service in a high-volume call center processing transactions and assisting with service sign-ups
- Achieved a 95% customer service rating during annual audits and received recognition for exceptional communication skills.
Education
ASSOCIATES in BUISNESS -
MIAMI DADE COLLEGE
KENDALL, FL12.2007
Skills
Communication Skills
EmpathyPatienceProblem-Solving SkillsActive ListeningTime ManagementAdaptabilityComputer ProficiencyPositive AttitudeTeamworkLanguage SkillsTimeline
CSR 1
NSU
04.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Humana
08.2022 - 01.2024
CUSTOMER SERVICE REPRESENTATIVE
KRISHNA WIRELESS LLC
12.2015 - 07.2022
CUSTOMER SERVICE REPRESENTATIVE
COMCAST
05.2005 - 11.2015
ASSOCIATES in BUISNESS -
MIAMI DADE COLLEGE