Keesha Galu
Bentonville,AR
Summary
Proven customer service expert with a track record of enhancing customer satisfaction at Evolent Health through exceptional problem-solving and active listening skills. Demonstrated ability to manage high-stress situations and high call volumes, significantly improving loyalty and repeat business. Skilled in critical thinking and efficient dispute resolution, ensuring clear and concise communication.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Evolent Health
Remote
01.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- High Call Volume
- Medicaid and Medicare
- Provide Co Pays to members
Member Advisor Experience
NationsBenefits
Remote
05.2022 - 01.2024
- Answered member questions about products and services.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Take inbound calls from members regarding their OTC and/or FLEX benefits.
- Assisting members with placing an OTC order over the phone.
- Giving tracking information on members orders.
- Schedule hearing appointments, Outbound calls to hearing provider offices
Email Support Representative
Tek Experts
Remote
05.2021 - 05.2022
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
Member Service Representative
Alorica
Las Vegas, NV
07.2018 - 05.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Assisting Medicare members
Education
High School Diploma -
Nevada Virtual Academy
Las Vegas, NV06.2018
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Timeline
Customer Service Representative
Evolent Health
01.2024 - Current
Member Advisor Experience
NationsBenefits
05.2022 - 01.2024
Email Support Representative
Tek Experts
05.2021 - 05.2022
Member Service Representative
Alorica
07.2018 - 05.2021
High School Diploma -
Nevada Virtual Academy