Kelly Morton
Slidell,LA
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to colleagues and clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills. Well-regarded Quality Evaluator and Customer Advisor highly effective at analyzing data and trends to make timely, useful and effective recommendations.
Well-versed in operating in complex, dynamic and ever changing environments under tight deadlines. Prepared to leverage over 10 years' work experience to take on new position with Concentrix +Webhelp. Innovative professional with expertise in promoting engagement, as well as fostering career development and soft skills.
Possesses excellent communication, problem-solving and organizational skills. Trusted advisor goes extra mile to help individuals succeed. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills with the ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure an Operations, Quality Assurance or Training position.
Ready to help teams achieve company goals and reach performance metrics and to close any gaps between the Advisors, Operations, Quality, and Training teams by providing agent performance reviews, call audits and the development of skills by discussing best practices and areas of missed opportunity.
Overview
12
12
years of professional experience
Work History
Advisor 2
ORx
03.2023 - Current
- Enhanced client satisfaction by providing expert pharmacy customer support and maintaining quota and conversion rates and all other metrics..
- Increased client satisfaction by obtaining physician and drug info and proactively transferring medications from retail to mail order delivery while also answering any questions and doing research on any plan or formulary questions by using all tools and resources. Research and analysis of knowledge matrix and job aids ensure correct practices and proper procedures are provided while maintaining patient privacy .
- Developed quality and friendly demeanor with patients to ensure consistent sale retention and brand loyalty. Ialso develop friendly and respectful relationships with team members and communicated and promoted engagement activities for team building and morale .
- Managed risk effectively by closely monitoring and notating client accounts and making sure all hipaa laws are followed. Adhered to schedule and if corrections are needed reached out to team leaders in order for them to maketimely adjustments to time keeping application and scheduling software.
- Assisted in the development of training materials for new advisors, helping out in qc chat answeing questions and sharing best practices in hopes of improving overall team performance and development of skills.
- Provided exceptional customer service, addressing client inquiries promptly and professionally.
- Participated in networking events and engagement activities to expand professional connections and build rapport between teams.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Contributed insights during team meetings aimed at optimizing firm-wide processes and procedures for increased efficiency.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Planned, developed, and implemented strategies to convey information with key decision makers focused on key performance indicators and development of skills .
- Promoted customer loyalty and survey programs as well as self service options (website and applications ) to increase customer retention and repeat purchases and avoiding customer abrasion..
- Anticipated responses and prepared clear and articulate answers to any questions members may have about the process or prices of the prescriptions.
- Coordinated with team leaders for weekly coachings dedicated to raising advisor awareness of missed opportunities on calls , correcting behaviors and development of high caliber quality service and applying these skills to enhance success.
Tier 1 Advisor
Concentrix
07.2021 - 10.2023
- Improved customer satisfaction by efficiently addressing and resolving technical issues.
- Provided exceptional service for clients through prompt response to inquiries and proactive problemsolving.
- Enhanced team productivity by sharing expertise and collaborating on complex cases.
- Streamlined processes and increased efficiency with thorough documentation of support interactions.
- Achieved high customer retention rates by consistently delivering accurate and timely resolutions to issues.
- Developed lasting client relationships through empathetic communication and personalized solutions.
- Maintained up-to-date knowledge on company products, policies, and procedures to provide accurate information to customers.
- Contributed to team success with consistent achievement of performance metrics and goals.
- Managed challenging situations calmly and professionally to ensure positive outcomes for both the customer and the business.
- Conducted regular reviews of support tickets, identifying trends and recommending improvements to management.
- Assisted in training new team members, ensuring a smooth transition into the role of Tier 1 Advisor.
- Leveraged strong multitasking skills to manage multiple support channels simultaneously while maintaining high levels of service quality.
- Participated in ongoing professional development opportunities, staying current with industry best practices for customer support delivery.
- Reduced call resolution times by utilizing effective troubleshooting techniques and tools during issue diagnosis process.
- Demonstrated excellent conflict resolution skills in handling difficult customer interactions, resulting in satisfied clients who continued their business relationship with the company.
- Elevated overall team performance by actively participating in coaching sessions, sharing insights, and learning from peers'' experiences.
- Increased first contact resolution rates by taking ownership of problems until resolved or escalated appropriately.
- Promoted a positive work environment by fostering open communication channels and supporting team members in their professional growth.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems by developing trackers to help monitor sales.
- Managed user accounts, permissions and group policies for optimal system security.
- Collected, arranged, and input information into database system.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Devised and implemented processes and procedures to streamline operations.
Advisor 2 Customer Support
Anthem MAPD
01.2023 - 02.2023
- Improved customer satisfaction by resolving complex issues and providing exceptional service.
- Streamlined support processes for increased efficiency and reduced response times.
- Enhanced team performance with regular coaching and feedback sessions.
- Developed comprehensive product knowledge, leading to improved support quality and faster resolution times.
- Collaborated with cross-functional teams to address recurring customer concerns, resulting in process improvements.
- Managed high call volume while maintaining a professional demeanor and ensuring first-call resolution.
- Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
- Maintained detailed records of customer interactions, allowing for better tracking of trends and improvements in service delivery.
- Provided personalized support experiences by actively listening to customers'' needs and offering tailored solutions.
- Upheld company policies while advocating for customers'' best interests, fostering trust between clients and the organization.
- Identified opportunities for upselling products or services during customer interactions, increasing revenue without sacrificing satisfaction levels.
- Participated in regular training sessions to stay up-to-date on industry developments and emerging trends related to support practices.
- Recognized patterns in customer inquiries, suggesting relevant updates to company''s FAQs section on website to reduce future tickets volume.
- Promoted a positive work environment by actively contributing ideas during team meetings aimed at enhancing overall productivity.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Took payment for premiums and assited with LEP fees.
- Provided assistance with claim status and authorizations concerning their plan.
- Maintained very high quality assurance evaluations and have had 100 % on all customer satisfaction surveys.
Advisor 2 Customer Support
Anthem Careguide
10.2022 - 01.2023
- Improved customer satisfaction by resolving complex issues and providing exceptional service.
- Streamlined support processes for increased efficiency and reduced response times.
- Enhanced team performance with regular coaching and feedback sessions.
- Developed comprehensive product knowledge, leading to improved support quality and faster resolution times.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tracked customer service cases and updated service software with customer information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated adaptability by quickly learning new software tools and technologies, allowing for seamless transitions between various support systems.
- Handled escalated cases skillfully by collaborating with other departments and utilizing available resources to reach agreeable resolutions.
- On each outbound call I guided members through the ins and outs of their newly enrolled benefit plans. Answering all questions related to their vision, dental or hearing supplemenal plans as well as providing costs for procedures and cost of monthly premiums.
- Helped colleagues in teams chat as well as QC.
- Voted "Rockstar " of my training class by my instructor and was awarded a certificate as well as a monetary reward for achieving this honor. I developed study resources and flash cards for team members that were getting lost in the Medicare program and its regulations and procedures helping them have more successful interactions with members by being confident in their knowledge of the features and benefits of each individual Medicare plan.
Customer Service Advisor
Anthem OTC
12.2021 - 10.2022
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Collaborated with team members to achieve monthly targets and improve overall performance.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Monitored team performance metrics, identifying areas for improvement and coaching staff accordingly.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Reviewed customer feedback regularly, using insights to further enhance service delivery methods.
- Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Participated in cross-functional projects aimed at improving overall company performance and customer experience.
- Continuously sought opportunities for personal development through ongoing training programs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained and managed customer files and databases.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Resolved concerns with products or services to help with retention and drive sales.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer.
- Reached out to customers to offer assistance with account and service issues, as well as propose new plan or benefit choices.
- Recommended and upsold new products, resulting in 13% increase in revenue.
- Helped 100+ Anthem members per day in high-volume call center setting and exceeded 98% quality target on consistent basis.
- Negotiated with Walmart and OTC program vendors to achieve optimal pricing, saving shipping and returns.
- Reconciled lost or missing orders by offering promotions and correcting issues.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Promoted available products and services to customers during service, account management, and order calls.
- Cross-trained and provided backup support for organizational leadership.
- Developed and updated databases to handle customer data.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Operation of Avaya soft phone program for inbound order placement calls using OTC cards and catalogs to place orders for elderly members having difficulty using Walmart.com or did not have a access to a computer.
- Ordered new OTC cards and Catalogs and shipped to the members, ordered hard copy or large print items as well as specific language versions of provider directories, reprinting of letters not received as well as catalogs and Explanation of benefits.
- Helped team members through QC chat with tech issues as well as Anthem Medicare members having website or application difficulties with troubleshooting and walk through tutorials of how to access their data online.
- Adjusted to being an agent again after the campaign that I was a Quality Ealuator on was lost and had suddenly to be found a place somewhere so I could still maintain gainful employment at Concentrix.
Quality Assurance Evaluator
Concentrix
09.2021 - 12.2021
- Improved product call quality by implementing rigorous audits and communicated areas of opportunities to team leaders.
- Created visual learning resources with detailed documentation procedures for advisors to use while on calls helping them develop skills that will raise their customer satisfaction scores and the quality of their service.
- Enhanced customer satisfaction by promptly addressing quality concerns and implementing effective corrective actions.
- Reduced production errors with thorough inspections and adherence to strict call scripting guidelines.
- Streamlined QA processes, increasing efficiency through the implementation of automation tools and techniques using Verint recording interaction dashboards for audio and the ability to see employees virtual desktop while listening to the call for a visualization of what is being done in real time.
- Audits done of advisor outliers to discover trends and nail down the root cause of why the average handle time and CSAT scores are lower than others on team.
- Quality Evaluation Attainment goals met on a daily, weekly and monthly basis.
- Weekly calibration meetings attended twice a week during which all team leaders and Quality Evaluators evaluate the exact same call and pregrade the call before the meeting starts. The call is then reviewed by everyone and we all grade the call together as a team and discussions take place on why we chose the grades we did and we agree if anything needs to be adjusted on the grading compendium in order to help close the gap between operations and the quality department.
- Served as Subject Matter Expert to Telesales team members while still acting as a call auditor for Quality department.
- Reduced production errors with thorough inspections and adherence to strict quality control guidelines.
- Collaborated with cross-functional teams to ensure consistent product quality across all stages of development.
- Conducted comprehensive risk assessments, identifying potential issues and recommending mitigation strategies.
- Delivered informative training sessions for employees on best practices in quality assurance and evaluation methods.
- Reviewed technical documents, ensuring accuracy and compliance with industry standards and regulations.
- Managed a team of QA evaluators, providing guidance and support to help them excel in their roles.
- Developed standardized test cases for common product features, reducing inconsistencies in test results among evaluators.
- Led root cause analysis investigations to identify underlying issues contributing to nonconformities in products or processes.
- Championed a culture of continuous improvement through active participation in process optimization projects and workshops.
- Partnered with suppliers to establish clear expectations for product quality, fostering positive relationships built on trust and transparency.
- Maintained accurate records of all testing activities, creating a reliable source of historical data for future reference and analysis.
- Ensured compliance with all relevant industry regulations by staying current on changing requirements and updating internal policies accordingly.
- Contributed to cost-saving efforts by identifying areas for improvement in QA processes and recommending more efficient testing strategies.
- Demonstrated commitment to ongoing professional development by attending industry conferences, seminars, and workshops to stay abreast of emerging trends in quality assurance.
- Inspected incoming and outgoing materials for accuracy and quality.
- Communicated with production team members about quality issues.
- Collaborated with production staff to establish and meet quality standards
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
- Identified and documented quality discrepancies for management to develop resolutions.
- Resolved customer complaints by investigating problems and developing solutions.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
- Improved product quality by implementing rigorous testing protocols and detailed documentation procedures.
Advisor 1 Telesales
Concentrix
07.2021 - 10.2021
- Improved customer satisfaction by efficiently addressing and resolving technical issues and answering their questions while anticipating their wants and needsand responding in an empathetic manner.
- Provided exceptional service for clients through prompt response to customer inquiries and proactive problemsolving while updating customer accounts , obtaining verification of address and contact information according to HIPAA guidelines
- Enhanced team productivity by sharing expertise and collaborating on complex cases in Quick Connect chat as a Subject Matter Expert.
- Chosen to start training a week early as a member of the first wave of Anthem BCBS Tier 1 Telesales agents on this program. One of the highest consistently scoring agents during the campaign (an average of 98.9 %on quality evaluations over the period of employment which led to me being selected for a position in the quality department to audit calls for the same line of business.
- Streamlined processes and increased efficiency with thorough documentation of support interactions.
Customer Support Specialist
TeleTech Holdings
07.2019 - 02.2020
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality customer support for CVS Caremark client helping members fill and process insurance claims and credit card payments as well as helping customers navigate website issues and provided troubleshooting steps as well as remote support .
Subject Matter Expert
Atandt
02.2016 - 12.2017
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Product specialist for Protection Plan Plus.
- Technical advisor on WAN and LAN network setup.
- Updated knowledge matrix and support materials as procedures for customer escalations development took place.
- Member of customer retention team and escalation team for upset or irate callers.
Tier 2 Retention Specialist
DIRECTV
07.2014 - 12.2016
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Collaborated with sales and marketing teams to develop targeted campaigns for customer segments.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Streamlined internal processes for better efficiency in handling customer inquiries and complaints.
- Increased team productivity by providing training on best practices for retaining customers.
- Managed a portfolio of high-value clients, ensuring consistent engagement and positive experiences.
- Implemented tracking systems to monitor client interactions, enabling quick identification of potential attrition risks.
- Delivered exceptional service standards, resolving issues promptly and maintaining open lines of communication with clients.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Provided detailed reports on departmental performance metrics, highlighting successes as well as opportunities for growth.
- Participated in industry events to stay updated on current trends and best practices in customer retention strategies.
- Built constructive customer relationships to improve loyalty and recommendations.
- Identified changing customer needs and adapted service strategies to meet them.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Evaluated current customer retention strategies and recommended improvements.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Developed new strategies for customer retention activities.
- Assisted product development to build exciting customer offerings, increasing repeat business.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Reviewed successes and failures to learn from previous mistakes.
- Reported issues and recognized development areas to eliminate repeat occurrences.
- Supported agents in improving service standards for optimized customer satisfaction.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Scheduled staff and resources to meet customer needs whilst achieving budgets.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Advocated for staff members, helping to identify and resolve conflicts.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
- Planned, monitored and appraised employee work results by meeting with training managers to coach and discipline employees.
- High volume incoming tech support calls from upset customers that want to cancel their service due to defective or malfunctioning equipment or errors in theirbilling or poor account management.
Tier 3 Technical Support Representative
Asurion
02.2012 - 11.2014
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Decreased call resolution times for Tier 3 support by implementing efficient troubleshooting methods.
- Improved team productivity with thorough documentation of resolved issues for future reference.
- Collaborated closely with cross-functional teams to address recurring system-wide problems, resulting in improved system stability.
- Served as a subject matter expert for specific products, providing specialized assistance to colleagues and customers alike.
- Mentored junior technical support representatives, enhancing their problem-solving skills and product knowledge.
- Participated in on-call rotations, ensuring continuous availability of Tier 3 support for urgent cases outside regular business hours.
- Developed custom solutions for unique client requirements, leading to increased customer satisfaction and loyalty.
- Resolved long-standing technical issues impacting multiple users by conducting thorough investigations and collaborating with relevant departments.
- Maintained up-to-date knowledge of industry trends and emerging technologies to provide informed recommendations for internal process improvements and external client consultations.
- Facilitated remote support sessions with clients, guiding them through troubleshooting steps and performing necessary system adjustments.
- Upheld company reputation for excellent customer service by consistently receiving positive feedback from clients on post-support surveys.
- Increased customer satisfaction ratings from 83% to 96% in September of 2014.
- Streamlined technical processes by developing and maintaining comprehensive knowledge base articles.
- Boosted customer retention rates through timely escalation and resolution of high-priority cases by using telephone communication and personal remote access to their devices
- Conducted root cause analysis for major incidents to prevent future occurrences, ensuring optimal system performance.
- Established rapport with clients by providing exceptional communication during the resolution process, fostering trust in our services.
- Assisted in managing customer contact center agent chat support for over 150 representatives.
- Tracked KPIs and created continuous improvement plans.
- Analyzed and service goals developed resources for in-bound call center employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Advanced level technical support for inbound call center providing account details and management.
- Generated reports to track performance and analyze trends and outliers.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Bachelor Of Applied Science In Information Technology - Data Analytics
Southern New Hampshire University
Hooksett, NHCertification - Cybersecurity
Loyola University New Orleans
New Orleans, LA04.2022
Skills
- Client engagement
- Relationship Building
- Training and mentoring
- Emotional intelligence
- Team collaboration
- Process improvement
- Performance evaluation
- Problem solving
- Cross-functional coordination
- Effective communication
- Time management
- Active listening
- Industry knowledge
- Goal setting
- Conflict resolution
- Data Analytics
- Records Maintenance
- Attention to Detail
- Problem-Solving
- Interview Style Coaching Sessions
Timeline
Advisor 2
ORx
03.2023 - Current
Advisor 2 Customer Support
Anthem MAPD
01.2023 - 02.2023
Advisor 2 Customer Support
Anthem Careguide
10.2022 - 01.2023
Customer Service Advisor
Anthem OTC
12.2021 - 10.2022
Quality Assurance Evaluator
Concentrix
09.2021 - 12.2021
Tier 1 Advisor
Concentrix
07.2021 - 10.2023
Advisor 1 Telesales
Concentrix
07.2021 - 10.2021
Customer Support Specialist
TeleTech Holdings
07.2019 - 02.2020
Subject Matter Expert
Atandt
02.2016 - 12.2017
Tier 2 Retention Specialist
DIRECTV
07.2014 - 12.2016
Tier 3 Technical Support Representative
Asurion
02.2012 - 11.2014
Bachelor Of Applied Science In Information Technology - Data Analytics
Southern New Hampshire University
Certification - Cybersecurity
Loyola University New Orleans