JOHN BLACKMAN
San Marcos,Texas
Summary
Results-driven Customer Support Specialist with a demonstrated history of elevating customer satisfaction and retention at Sears Holdings. Achieved over 90% task completion rate through exceptional troubleshooting and problem-solving abilities while efficiently managing member accounts. Proficient in Microsoft Office Suite and committed to building strong relationships, blending essential hard and soft skills in dynamic environments.
Overview
17
17
years of professional experience
Work History
Member Service Representative
IBEX Global
San Marcos, TX
09.2023 - Current
- I verified both the member and the dental office professionals for PHI and HIPAA compliance.
- I answered questions regarding their benefits, claims, pre-authorizations, eligibility, as well as helped to find a dentist.
- I professionally assisted members and providers with submitting appeals, and I also provided status updates.
- I supported the brand of the campaign, as well as all of our providers and insurance companies.
- I reached out to my team and to management to assist with complex issues to provide a resolution.
Food Delivery/Ride Share
Independent Contractor
San Marcos, TX
03.2023 - Current
- Establish good rapport with restaurants and other businesses regarding picking up food or other goods for DoorDash and Uber Eats.
- Maintain good customer service for my ride-share passengers.
- Communicate efficiently with customers regarding their deliveries.
- Maintain over a 90% completion rate on accepted orders.
- The vehicle is well-maintained and clean for continued performance.
Provider Services Specialist
ClearCorrect Systems
Round Rock, TX
09.2018 - 01.2023
- I worked for four years in inbound customer service, supporting our products and services, and resolving our customers' issues.
- I searched the internet to provide our customers with information on various products to determine what would best suit their needs.
- For three months, I contacted customers regarding unpaid debt and helped to recover close to $900,000. I negotiated coupons to assist our customers due to the revision charges with their patients' cases.
- We educated our customers on choosing the more expensive Unlimited case type option to help them save money on expensive revision costs.
- Met KPI metrics, maintained positive CSAT scores, and managed to stay within the top 10 in the department.
- Adaptable to changing processes and procedures within a growing organization.
Parts Specialist
Sears Holdings
Round Rock, TX
03.2016 - 04.2018
- Professionally answered calls from technicians and other lines of business within the organization.
- Researched part diagrams through various systems to help our field techs find the correct parts to fix our members' appliances.
- Researched various systems and websites to track parts ordered for our customers.
- Used email and chat to communicate with supervisors and other team members within our organization.
- Transferred calls from our department to various other lines of business within our organization.
Mattress Warranty Specialist
Sears Holdings
Round Rock, TX
03.2013 - 03.2016
- Assisted members by phone or email regarding mattress warranty issues.
- Reviewed pictures sent in by our members to determine mattress warranty replacement qualifications.
- I professionally emailed or called our customers to inform them of the status of their mattress warranty claims, or if more pictures or information were required.
- Processed replacements on defective mattresses, or exchanges.
- Trained others within our business, and advised on policy and procedure updates.
Customer Solutions Advocate
Sears Holdings
Round Rock, TX
02.2008 - 03.2013
- Answered calls professionally from our members.
- I listened carefully to determine the customers' grievances.
- Provided resolutions to members' grievances and issues.
- Approved replacements or exchanges for 'in-warranty' appliances.
- Provided incentives to members for retention and repeat business.
- Co-trained team members, as needed.
Education
High School Diploma -
Pasadenta High School
Pasadena, TX05-1995
Music
San Jacinto Community College
Deer Park, TXSkills
- Customer support
- Products and Services
- troubleshooting
- Problem solving
- Team player
- Adaptable
- Efficient in Microsoft Word
- Efficient in Outlook
- Efficient in Excel
- Member correspondence
- Account management
- Call center experience
- Workflow optimization
- Healthcare
- Member account management
- Complaint handling
- Relationship building
- Database management
Timeline
Member Service Representative
IBEX Global
09.2023 - Current
Food Delivery/Ride Share
Independent Contractor
03.2023 - Current
Provider Services Specialist
ClearCorrect Systems
09.2018 - 01.2023
Parts Specialist
Sears Holdings
03.2016 - 04.2018
Mattress Warranty Specialist
Sears Holdings
03.2013 - 03.2016
Customer Solutions Advocate
Sears Holdings
02.2008 - 03.2013
High School Diploma -
Pasadenta High School
Music
San Jacinto Community College
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