Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kenneth Bumpas

San Antonio,TX

Summary

Flexible Customer Engagement Agent with years of success in resolving customer concerns and inquiries. Skilled at accurately documenting call details, preparing reports and arranging service. Well-versed in providing helpful answers and relevant information to retain clients. Proven customer service, time management and multitasking abilities.

Overview

37
37
years of professional experience

Work History

Aetna Pharmacy Benefits Manager

CVS Caremark
San Antonio, TX
10.2023 - Current
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Evaluate customer needs and advised on prescription benefits.
  • Advise on medications that are covered under their benefits for retail and mail order.
  • Advise on copay structures to customers that called in.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.

Customer Service Phone Representative

AvalonBay, Inc.
San Antonio, TX
08.2022 - 05.2023
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Maintained confidentiality on all patient record data.
  • Obtained prompt payments for open bills by interacting with appropriate parties.
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
  • Referred unresolved customer grievances to designated departments for further investigation.

Customer Support Representative

TaskUs
San Antonio, TX
04.2020 - 11.2021
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Escalated calls to solve problems and drive customer satisfaction.
  • Processed customer account changes with proprietary software.

Customer Engagement Specialist

Marriott International Inc
San Antonio, TX
08.2009 - 11.2019
  • Served guest from around the world as they embark on their travel journey.
  • Created an effortless experience by answering questions about property facilities, services, and room accommodations.
  • Handled incoming contacts for a variety of Marriott brands and assisted customers with their booking needs or questions through preferred channels including voice, email and chat.
  • Ensured compliance with policies and procedures for special booking rules and request, loyalty guidelines and case management.
  • Provided customer support through assistance in issue resolution and an open communication with Marriott properties, related company contacts and third parties.

Gate & Ticket Counter, Reservations, Ramp Agent

Delta Airlines
Jackson, MS, Dallas, TX
04.1987 - 06.2009
  • Assisted customers with ticket purchases, trip planning, pricing and scheduling.
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Collected, sorted and checked baggage tags against flight lists.
  • Loaded and unloaded aircraft cargo, passenger baggage and freight.
  • Managed ramp activities for inbound and outbound flights, including mechanical, cabin and cargo services.
  • Handled passenger luggage, mail and cargo in accordance with safety and privacy protocols.

Education

University of Mississippi
Oxford, MS

Skills

  • Call center experience and operations
  • Travel reservations
  • Resolving discrepancies
  • Helpdesk administration
  • Microsoft Office expertise
  • Business development understanding
  • Process optimization
  • Conflict mediation

Timeline

Aetna Pharmacy Benefits Manager

CVS Caremark
10.2023 - Current

Customer Service Phone Representative

AvalonBay, Inc.
08.2022 - 05.2023

Customer Support Representative

TaskUs
04.2020 - 11.2021

Customer Engagement Specialist

Marriott International Inc
08.2009 - 11.2019

Gate & Ticket Counter, Reservations, Ramp Agent

Delta Airlines
04.1987 - 06.2009

University of Mississippi

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Kenneth Bumpas