Kelvin Burrell
Winston-Salem,NC
Summary
Dedicated customer service representative with 8+ years of experience in delivering exceptional service and ensuring customer satisfaction. Adept in medical claims processing and health benefits administration. Proven ability to handle high-pressure situations, resolve customer complaints, and foster positive relationships.
Overview
10
10
years of professional experience
Work History
Tier 2 Customer Service Representative
Alight Solutions
06.2016 - Current
- Interface effectively with a diverse customer base
- Utilize de-escalation techniques and communicates with patience and understanding.
- Troubleshoots mobile app and internet issues and submits work tickets as needed.
- Trains new hires on customer service protocols and best practices.
- Utilizes software to track and manage customer interactions.
- Provides leadership and support to other customer service representatives.
- Reviews Health Care claims, account balances and Troubleshoots web and mobile app issues.
Customer Service Associate
Aon Hewitt
08.2014 - 06.2016
- Answered 40+ daily customer telephone calls promptly to avoid on-hold wait times.
- Enrolled participants in their employee health and fringe benefits.
- Accurately and thoroughly explained summary plan descriptions to participants.
Education
High School Diploma -
Atkins High School
Winston Salem, NC01.2008
Skills
- Call Center Operations
- Excellent verbal and written communication
- Troubleshooting skills
- Proficient in Microsoft software (Excel, Word, Outlook, Access, Internet)
- Ability to handle high-pressure situations
- Team leadership and training
- Multitasking and time management
- Live chat support
Timeline
Tier 2 Customer Service Representative
Alight Solutions
06.2016 - Current
Customer Service Associate
Aon Hewitt
08.2014 - 06.2016
High School Diploma -
Atkins High School
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