Kellie Smith
Summary
Objective Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Input1
06.2017 - 03.2022
- Answered constant flow of customer calls with minimal wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled customer inquiries and suggestions courteously and professionally.
Membership/Claims/Benefits Representative
WellPoint
01.2009 - 01.2017
- Trained New Associates On Phones, Audit Incoming Phone Calls For Quality, Provide Feedback To Customer Service Representatives In Regards to Quality Assurance Audit, Route Application's For Priority Review Enrollment, Fielded Supervisor Calls And Escalated Calls, Take Incoming Calls In Regards To Membership, Medical Claim And Benefit Questions, Process Grievance And Appeal, Applied Premiums To Members Policies, Sent And Received Fax's, Processed Incoming Correspondence, Fluent With Microsoft Office-Excel-Word-PowerPoint
Medicare Part D Operations Specialist
WellPoint
01.2006 - 01.2009
- Trained New Employees In The Medicare Part D Department, System Testing For Medicare D, Transmission Of Application For MA, MAPD And D, Dissenrollments For Medicare Advantage And Medicare D Members, Proserve And Broker Number Updates, Grievance And Appeal, Correspondence And Mail, Worked Enrollment And Disenrollment Queues, Handling Inbound Medicare Supplement, Medicare Advantage, and Medicare Part D Phone Calls, Handled The Member Escalated Phone Line For Medicare D Members, Handled The Agent Escalated Phone Line For Medicare Supplement, Medicare Advantage And Medicare D Policies, Handled The CMS Phone Line
Education
Skills
- Calm Under Pressure
- Product and service knowledge
- Inbound Call Management
- Escalation management
- Money handling abilities
- Excellent Communication
- Billing Adjustments and Refunds
- Follow-up skills
- De-Escalation Techniques
Timeline
Customer Service Representative
Input1
06.2017 - 03.2022
Membership/Claims/Benefits Representative
WellPoint
01.2009 - 01.2017
Medicare Part D Operations Specialist
WellPoint
01.2006 - 01.2009
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