Justin Broffman
Coolville,OH
Summary
Personable and dedicated Customer Service Representative with extensive experience Health Insurance industry. 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.
Overview
8
8
years of professional experience
Work History
Customer Advocate
Highmark, Inc.
Pittsburgh, PA
05.2023 - Current
- Provided customer support through phone, email and chat channels.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Developed strong relationships with customers by providing timely responses and solutions.
- Maintained a high level of professionalism while communicating with customers via all channels.
- Assisted customers in navigating the company website for answers to commonly asked questions.
- Tracked progress on open cases and updated customers regularly on status changes.
- Ensured compliance with applicable laws and regulations related to the handling of personal information.
- Maintained thorough and detailed documentation of customer interactions and outcomes.
- Engaged with customers and worked to resolve product and service issues.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Researched problems with benefits, accounts and services with speed and accuracy.
- Reached out to providers to help develop comprehensive solutions.
- Used different knowledge banks to research customer problems and develop accurate responses.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Armed Security Supervisor
Reliance Security Services
Dunbar, WV
01.2022 - 08.2022
- Conducted daily security assessments and monitored surveillance cameras.
- Supervised a team of armed guards and ensured compliance with safety protocols.
- Coordinated investigations into any suspicious activity or criminal incidents on site.
- Monitored access control systems to ensure only authorized personnel were allowed entry to premises.
- Performed regular patrols of the facility to identify potential security risks or hazards.
- Enforced policies related to firearms, hazardous materials, and other safety regulations at the facility.
- Reviewed security logs and video footage to detect any unauthorized activities or violations of protocol.
- Responded quickly to emergency situations such as bomb threats, robberies, fires.
- Developed standard operating procedures for day-to-day operations in order to maintain a safe environment.
- Maintained order and safety while providing customer service and information to facility visitors.
- Maintained safety of residents by conducting foot patrols, monitoring vehicle traffic and identifying unauthorized persons or vehicles on premises.
- Monitored building access and identified all officials and employees before authorizing entrance.
- Surveyed multiple CCTV feeds to closely monitor important areas on grounds.
- Investigated reported incidents to protect company assets.
- Supervised and authorized entry of employees, visitors or authorized persons.
- Collaborated with law enforcement to resolve escalated situations.
- Apprehended trespassers and rule violators and removed from premises.
Sales Broker
Atlantic Moving Co.
Boca Raton, FL
03.2021 - 11.2021
- Negotiated contracts with clients for the sale of products or services.
- Provided support to customers throughout the sales process, including answering questions, resolving complaints and handling disputes.
- Identified opportunities for cross-selling additional products or services.
- Developed comprehensive knowledge of company's offerings in order to effectively respond to customer inquiries.
- Researched competitor activities, pricing structures, promotional offers and target markets.
- Developed and maintained relationships with customers and assisted in generating sales opportunities.
- Built positive and productive customer connections to drive consistent sales.
- Negotiated contracts for improved pricing and terms of business with suppliers.
- Completed sales order tickets and processed client-requested transactions.
- Developed and implemented sales strategies to increase revenue.
- Monitored market trends, competitor strategies and market suppliers to evaluate opportunities to reduce costs.
Appointment Setter
Solar Echange
Boca Raton, FL
10.2020 - 01.2021
- Greeted incoming customers and provided customer service support.
- Developed and maintained relationships with potential customers through phone conversations.
- Scheduled appointments for customers based on their availability.
- Provided detailed information about products and services to clients.
- Assisted customers in making decisions about products or services offered by the company.
- Answered customer inquiries regarding appointment setting procedures.
- Resolved customer complaints promptly and efficiently.
- Identified customer needs and recommended appropriate solutions accordingly.
- Adhered to company policies when scheduling appointments for customers.
- Documented all activities related to appointment setting processes.
- Scheduled and confirmed appointments.
- Recorded information from potential customers regarding specific product or service needs.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Overcame objections with persuasive approach, highlighting benefits and deflecting concerns.
Education
Training Certificates - Security And Protective Services
Reliance Training Academy
Dunbar, WV03.2022
High School Diploma -
Parkersburg High School
Parkersburg, WV06.2013
Some College (No Degree) - Computer Information Technologies
West Virginia University At Parkersburg
Parkersburg, WVSkills
- Billing Inquiry Resolution
- Inbound Call Management
- Customer Services
- Upselling Strategies
- Persuasive Communication
- Data Entry Skills
- Service-Oriented Mindset
- Health Insurance Industry Knowledge
- CCTV Experience
- Security Officer Training
- Asset Protection
- Firearms Training
- CPR and Child CPR Training
- CCTV Monitoring
- Physical Restraint Training
- Crime Prevention
- Skilled in Conflict Resolution
- Customer Needs Assessment
- Payment Processing
- Teamwork and Collaboration
- Sales Training
- Listening Skills
- Negotiation Tactics
- Professional Demeanor
References
References available upon request.
Timeline
Customer Advocate
Highmark, Inc.
05.2023 - Current
Armed Security Supervisor
Reliance Security Services
01.2022 - 08.2022
Sales Broker
Atlantic Moving Co.
03.2021 - 11.2021
Appointment Setter
Solar Echange
10.2020 - 01.2021
Training Certificates - Security And Protective Services
Reliance Training Academy
High School Diploma -
Parkersburg High School
Some College (No Degree) - Computer Information Technologies
West Virginia University At Parkersburg
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