Richard Swist
Oldsmar,Florida
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Advent Health Care
Oldsmar, Florida
03.2023 - 09.2023
- Obtaining and verifying patient's information required for reporting purposes prior to their visits.
- Work queues, listings to determine which patients require pre-registration 1-7 days prior to their appointment.
- Contact and receive 50 - 75 inbound and outbound telephone calls from patients daily to obtain needed information for inpatient and outpatient procedures and surgeries.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Service Representative
Alorica
Oldsmar, Florida
04.2021 - 01.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer inquiries in a timely manner.
- Received 30-40 inbound calls per day to insure first call resolution.
- Resolved complex problems by working with to provide solutions that meet customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Customer Service Representative
Cigna
Oldsmar, Florida
10.2020 - 03.2021
- Assisted customers with their prescription orders and deliveries.
- Maintained all patient profiles for medicinal use/side-effects which were reported to the nurses for additional review.
- Resolved customer service inquiries which included: benefits, eligibility information, billing/payment issues, and customer material requests.
- Provided support in maintaining detailed records of customer interactions, transactions and comments for future reference.
- Maintained QA (Quality Assurance) at 97%, receiving 60-80 calls per day.
Customer Service Representative
TTEC
Palm Harbor, Florida
08.2019 - 09.2020
- Identified hardware and software solutions.
- Troubleshooting technical issues, diagnosing and repairing faults and resolving network issues
- Quickly and effectively resolve customer challenges with home telephone and internet service
- Responded to support requests from end users and provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Customer Service Representative
Pure insurance
Palm Harbor, Florida
02.2019 - 07.2020
- Assisted members with receiving claims first notice of loss.
- Handed follow-ups on auto glass and towing claims, applying coverage and facilitating claims to a quick resolution
- Also responded to member and broker inquires via telephone, email, and mail.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Customer Service Representative
J C Penney Distribution Center
Clearwater, Florida
10.2018 - 01.2019
- Greeting and assisting customers while providing excellent customer service.
- Assisted customers with product selection, ordering, billing, returns and exchanges.
- Assisted with stocking items and off loading merchandise.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
Customer Service Representative
United Health Care
Oldsmar, Florida
08.2010 - 04.2018
- Assisted with Training and Development of new employees and/or Offshore Teams to ensure the quality and accurate decision making, researching/analysis of complex claims for resolution through the appellate process.
- Communicated with member/providers regarding claims under appeal.
- Appeal case override limit of $6,000.00
- Monitor trends regarding complex claim appeals and discrepancies.
- Created and maintained claim appeal case files.
- Coordinate workflow between departments and interface with internal/external resources.
- Maintained compliance with all regulatory requirements for claim appeals.
- Collaborated with internal legal department regarding complex claim appeals.
- Drafted correspondence of appellate decision to members/providers.
- Participated in daily staff regulatory meetings.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided eligibility information, billing/payment issues and customer material requests.
- Provided customer service to external customers, maintained QA (quality assurance) at 97%, taking 75-120 calls per day.
- Conducted timely performance evaluations.
- Maintained customer satisfaction with forward thinking strategies, focused on addressing customer needs and resolving concerns.
- Assisted customers with product and technical support.
Education
High School Diploma -
Commack High School
Long Island, NY06.1999
Skills
- Teamwork
- Problem Solving
- Communication
- Leadership
- Planning and Organizing
- Self-Management
- Problem Resolution
- Paperwork Processing
- Document Processing
- Customer Complaint Resolution
- Customer Inquiries
- Customer Assistance
- Inter-Department Collaboration
Timeline
Customer Service Representative
Advent Health Care
03.2023 - 09.2023
Customer Service Representative
Alorica
04.2021 - 01.2023
Customer Service Representative
Cigna
10.2020 - 03.2021
Customer Service Representative
TTEC
08.2019 - 09.2020
Customer Service Representative
Pure insurance
02.2019 - 07.2020
Customer Service Representative
J C Penney Distribution Center
10.2018 - 01.2019
Customer Service Representative
United Health Care
08.2010 - 04.2018
High School Diploma -
Commack High School
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