Customer Service Representative with over 8 years of experience in call center operations and diverse industries including food, sales, and retail. Proficient in managing inbound and outbound calls, ensuring high levels of customer satisfaction. Demonstrated expertise in Microsoft Office applications and a strong ability to maintain productivity and quality in task execution. Recognized for building rapport with clients and contributing to team success through a positive attitude and effective communication skills.
Overview
7
7
years of professional experience
Work History
Member Engagement Coordinator
CVS - Signify Health
remote
07.2024 - Current
Facilitated over 400 daily communications through Zendesk and Twilio.
Coordinated appointment scheduling for insurance members, ensuring timely service delivery.
De-escalated provider infractions to maintain positive member relationships.
Ensured compliance with annual HIPAA regulations, upholding confidentiality standards.
Documented all member interactions to maintain accurate records.
Collaborated with provider departments and member services to enhance operational efficiency, while Streamlining communication processes to guarantee sufficient solutions for all members.
Claims Data Entry Team
Accenture
Remote
05.2021 - 05.2024
Identified appropriate claim types for efficient information processing.
Consistently exceeded production targets, surpassing daily limits.
Facilitated collaboration through daily communication with teammates and leads via Microsoft Teams and Office Suite.
Maintained HIPAA compliance to secure processed claims.
Ensured claim integrity by adhering to established security protocols from training.
Contact Tracing (Call Center Job)
Texas Department Of State Health services
05.2020 - 06.2021
Conducted outreach to individuals identified as exposed, ensuring timely communication.
Managed inbound and outbound calls for Texas, achieving 70 words per minute typing speed.
Established cases for call center leads, addressing financial and health-related needs until state resolution.
Adhered to HIPAA regulations to safeguard patient confidentiality and sensitive information.
Utilized scripted guidelines to accurately identify and isolate exposure cases.
Provided counseling to individuals distressed by pandemic impacts and health exposures.
Maintained punctual login times and accurate written records for each case managed.
Educated contacts on testing procedures while maintaining professionalism and composure.
Managed over 400 inbound and outbound calls daily to ensure effective communication.
Scheduled home visits for patients and nurses, achieving rates above site average.
Coordinated with sales teams to identify and address challenges collaboratively.
Handled medical records and provider information related to health insurance efficiently.
Assessed customer needs through surveys and interviews to enhance service delivery.
Resolved customer complaints promptly while upholding high professionalism standards.
Maintained accurate records of all engagement activities in company database.
Established strong working relationships with sales and agency leadership.
Customer Service Representative
Mr.Parcel Allen
Allen, USA
01.2019 - 09.2019
Assisted customers in packing and shipping various items based off of the items spatial dimensions
Loaded and unloaded various shipments from various carriers dropping off and receiving
Public notary certified until 2023
Professional in blowing up images and creating boxes to accommodate to specific
Lifted boxes well over 50 lbs
Pushed sales for various shipping inquiries such as UPS, FEDEX, and the USPS
Answered 15+ inbound calls per day and directed to designated individuals or departments
Reviewed customer data to assess current issues and determine potential solutions
Trained 2 new employees each quarter in procedures and policies in order to maximize team performance
Escalated customer concerns, store issues and inventory requirements to supervisors
Met or exceeded revenue objectives by promoting s to customers during service, account and sales follow-up calls
Education
Associate of Arts - Art Major
Collin County Community College District
Plano, TX
12.2022
Associate of Arts - Art Major
Missouri Southern State University
Joplin, MO
High School Diploma -
Allen High School
Allen, TX
Skills
Experienced in Five9, Twilio, and Zendesk
Microsoft Suites, Slack, and Google Workspace
Sales techniques
Problem-solving and de-escalation
Data entry accuracy
Reliability and dependability
Accomplishments
Was an active member in the environmental ecosystems club in high school, with a plaque dedicated in my name on display at the Walter & Louis Curtis middle school garden.
Was an avid athlete determined to create results which speaks to the type of human I am, resulting in me winning over 16 awards, 3 of which were state-level championships in my respective sports.
Involved in various groups among the city of Allen and Dallas areas such as FBC Allen, Vacation Bible School, community cleanup as well as Dallas Canned Food Drive.
Heavily involved in graphic designs which usually has most employers seeking artistic ideals or intricate/simple logo designs requested in order to promote and maximize business marketing.
Regional Vice President at Signify Health, A CVS Company (FKA Caravan Health)Regional Vice President at Signify Health, A CVS Company (FKA Caravan Health)