Josette Frisby
Altamonte springs,USA
Summary
Contact Customer service Representative with over 10 years in Telephone customer service, including sales, tech support, and customer care. Familiar with major customer service software, conflict resolution, and possess a positive attitude .. Efficient: Adept at Handing various call on a daily basis while consistently resolving client issues in a rapid manner Bilingual: English-native; Creole-conversational; able to provide clear customer service in both languages.. Authorized to work in the US for any employer 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. Personable and dedicated Customer Service Representative with extensive experience in Call Centerindustry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
US Bank National Association
Minneapolis, MN
11.2022 - 08.2025
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Call Center Representative
AdventHealth Medical Group
Maitland, FL
12.2021 - 07.2022
- Schedule patients with physicians via incoming and outbound calls with a focus on customer service.
- Provides operational support in delivery of patient care in a call setting environment.
- Responsible for answering phones in a timely and professional manner, scheduling appointments, obtain and input insurance information.
- Communicates in a cordial, professional manner with patients via phone.
- Transfers incoming callers to appropriate department / location when necessary.
- New patient registration (inputting demographic information, insurance information, etc.).
- Assists patient via scheduling to obtain appointment as a first time patient and handles reschedule lists.
- Works with online scheduling system and EHR.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
Customer Service Representative II
Sunshine Health / Centene Corporation
Orlando, FL
06.2019 - 12.2021
- Scheduled appointments and maintained and updated appointment calendars.
- Navigated multiple computer systems and applications and utilized search tools to find information.
Customer Service Representative
Blue Cross and Blue Shield of Florida, Inc
Lake Mary
08.2016 - 01.2019
- Resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner.
- Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters.
- Provide assistance to members and/or providers regarding website registration and navigation.
- Educate members and/or providers on health plan initiatives.
- Provide first call resolution working with appropriate internal/external resources, and ensure closure of all inquiries.
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application.
- Process written customer correspondence and provide the appropriate level of follow-up in a timely manner.
- Research and identify processing inaccuracies in claim payments and route to the appropriate team for claim adjustment.
- Identify trends related to member and/or provider inquiries that may lead to policy or process improvements that support excellent customer service and impact quality and performance standards.
- Work with other departments on cross functional tasks and projects.
- Maintain performance and quality standards based on established call center metrics including turn-around times.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Serving as a 'Universal' Service Advocate responding to inquiries related to all segments including Medicare, Group, and Consumer (U65) across multiple functions (EM&B and Customer service).
- Contact includes internal and external customers requiring resolution via telephone, electronically and through written correspondence.
- Response includes follow up when appropriate.
- Resolve complex problems and inquiries.
- Building relationships with agents and members to maximize retention of business.
- Demonstrated ability to succeed in a multi-functional environment and have strong organizational skills and knowledge of various systems (17-23 unique systems) in order to perform daily functions.
- Must be able to execute and/or understand transactions on the following systems: RBMS, Siebel, Waypoint, Convergence, Sapphire, Diamond and Member's Edge.
- Partner with agents and the Agent Service Center and participate in identification of root cause resolution for any outstanding issues.
- Must be able to manually review a member enrollment file viewing all debits and credits at the member level for a multi-year period ensuring accuracy of billing and enrollment.
- Consistently use the Fl Blue Call Strategy to provide outstanding customer service and call resolution to our members.
Customer Service Advocate
Alorica Inc
Longwood, FL
12.2015 - 01.2016
Customer Service
Alorica Inc
Longwood, FL
06.2015 - 01.2016
Security Officer
US Security
Orlando, FL
09.2014 - 01.2015
Customer Service/Video Technical Support
Convergys
Lake Mary, FL
01.2014 - 06.2014
Supports Person
Jewish Association for Residential Care, Inc
Boca Raton, FL
06.2013 - 01.2014
Shift Leader/Cashier
Wendy's Restaurant
Boca Raton, FL
03.2007 - 01.2012
Security Officer
Titan International Security
Boca Raton, FL
12.2010 - 01.2011
Medical Manager
Dr. Eddy Luis Saint
Delray Beach, FL
01.2008 - 03.2008
Receptionist
JG Group
Delray Beach, FL
12.2005 - 01.2007
Education
LICENSE - MEDICAL OFFICE ADMINISTRATION
AMERICAN INSTITUTE
Lauderdale Lakes, FLHIGH SCHOOL DIPLOMA -
BOCA RATON HIGH SCHOOL
Boca Raton, FLSkills
- Bilingual English
- Creole
- MS Office Products
- Excellent Interpersonal skills
- Telephone skills
- Communication skills
- Active listening
- Customer-care
- Ability to multi-task
- Adaptability
- Typing skills
- Experience with financial products and services
- Advanced computer skills
- Experience with health insurance processing systems
- Inbound Calling
- Outbound Calling
- Microsoft Outlook
- Computer Proficiency
- Problem Resolution
- Customer Relations
- Customer Service
- Research
- Call center operations
- Scheduling appointments
- Performance metrics
- Problem solving
- Effective communication
- Verbal and written communication
- Microsoft PowerPoint
- Typing proficiency
- De-escalation techniques
- Cultural awareness
- Inbound and outbound calling
- Call escalation
- Credit card payment processing
- Computer proficiency
Timeline
Customer Service Representative
US Bank National Association
11.2022 - 08.2025
Call Center Representative
AdventHealth Medical Group
12.2021 - 07.2022
Customer Service Representative II
Sunshine Health / Centene Corporation
06.2019 - 12.2021
Customer Service Representative
Blue Cross and Blue Shield of Florida, Inc
08.2016 - 01.2019
Customer Service Advocate
Alorica Inc
12.2015 - 01.2016
Customer Service
Alorica Inc
06.2015 - 01.2016
Security Officer
US Security
09.2014 - 01.2015
Customer Service/Video Technical Support
Convergys
01.2014 - 06.2014
Supports Person
Jewish Association for Residential Care, Inc
06.2013 - 01.2014
Security Officer
Titan International Security
12.2010 - 01.2011
Medical Manager
Dr. Eddy Luis Saint
01.2008 - 03.2008
Shift Leader/Cashier
Wendy's Restaurant
03.2007 - 01.2012
Receptionist
JG Group
12.2005 - 01.2007
LICENSE - MEDICAL OFFICE ADMINISTRATION
AMERICAN INSTITUTE
HIGH SCHOOL DIPLOMA -
BOCA RATON HIGH SCHOOL