Keith Spencer
Las Vegas,NV
Summary
Accomplished Customer Service Representative at Telus International, adept in CRM software and problem resolution, significantly enhanced customer loyalty through empathetic dispute handling and efficient conflict resolution. Excelled in high-stress situations, demonstrating exceptional critical thinking and active listening skills, contributing to a positive shift in customer satisfaction and repeat business metrics.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Telus International
01.2019 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Provider Relations Representative
Molina Healthcare
03.2015 - 01.2019
- Assisted providers in navigating through various reimbursement processes, resulting in timely payments and reduced financial disputes between parties.
- Strengthened provider networks through regular outreach and relationship building activities.
- Served as a liaison between healthcare organizations and insurance companies to ensure seamless communication regarding claims processing and payment matters.
- Managed high-volume caseloads of dispute resolution cases, providing swift resolutions that maintained positive relationships with both parties involved.
Healthcare Representative
Cigna Healthcare
02.2014 - 12.2018
- Enhanced healthcare team communication by coordinating meetings, discussing treatment plans, and sharing pertinent information.
- Achieved higher vaccination rates among at-risk populations through targeted educational campaigns.
- Assisted in the implementation of new electronic health record systems, boosting efficiency within the organization.
- Contributed to a positive work environment by supporting colleagues in their professional growth and development initiatives.
Customer Account Specialist
American Web Loan
06.2011 - 01.2014
- Used [Software] and [Software] to keep accurate records pertaining to inventory and account notes.
- Conducted regular account reviews with clients to assess satisfaction levels and identify areas for improvement.
- Coordinated with sales teams to ensure seamless transition from prospecting to account management stages.
- Continually updated knowledge on industry trends and developments to better serve client needs.
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
Education
GED -
Opportunities For Learning
Lancaster, CA05.2011
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Customer Relations
Problem Resolution
Call center experience
Computer Proficiency
Conflict Resolution
Microsoft Excel
Payment Processing
Microsoft Office Suite
CRM Software
Timeline
Customer Service Representative
Telus International
01.2019 - 09.2024
Provider Relations Representative
Molina Healthcare
03.2015 - 01.2019
Healthcare Representative
Cigna Healthcare
02.2014 - 12.2018
Customer Account Specialist
American Web Loan
06.2011 - 01.2014
GED -
Opportunities For Learning
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