Vivain Pettiway
Tampa,FL
Summary
Dynamic Customer Service Representative with a proven track record at Centene Corporation, excelling in conflict resolution and relationship building. Adept at leveraging technical expertise to enhance service delivery, I thrive in fast-paced environments, consistently improving customer satisfaction and fostering collaboration across teams. Passionate about delivering impactful solutions and driving process improvements. Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success. Adventurous, ambitious professional skilled in articulate communication and exceptional customer interactions. Driven to deliver outstanding service and foster positive relationships, always aiming to stand out in dynamic environment.
Overview
18
18
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Carecentrix
09.2024 - Current
- Receiving and responding to incoming calls from providers, referral sources and potential patients by collecting and entering clinical and demographic information into the database
- Identify the need(s) of the referring source and/or patient
- Interpret, verify and process that data to determine if the patient is eligible
- Facilitate the initiation of the care and services provided in a timely manner
- Actively engages and coordinates with other team members to maintain a positive, collaborative relationship
- Works closely with health plans/payers and maintains strong business relationships
- Provides appropriate issue resolution and/or escalation when needed
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Handled customer complaints and inquiries in a courteous and efficient manner.
CUSTOMER SUPPORT SPECIALIST
Centene Corporation
06.2020 - 08.2024
- Leveraged creative thinking abilities to generate innovative solutions for challenging customer requests.
- Trained new team members on systems processes and procedures related to customer service.
- Demonstrated excellent communication and interpersonal skills when interacting with customers in person, over the phone, or via email.
- Collaborated closely with other departments on issue resolution within established service level agreements.
- Identified trends in customer feedback data that could be used to improve overall product experience.
- Maintained confidentiality of customer data in accordance with applicable laws and regulations.
AUTHORIZATION AND APPOINTING REPRESENTATIVE
Centene Corporation
05.2018 - 03.2020
- Effectively communicated and engaged medical providers and Veterans ensure they receive the correct procedures and attend necessary appointments to follow through with their care
- Made successful attempts for scheduling and processing authorizations from the Department of Veteran Affairs
- Worked as a team member, assisted and collaborated with co-workers to achieve goals and department success
- Developed relationships with customers by providing prompt responses to requests and inquiries.
- Responded to customer inquiries via telephone, email, and in person.
CUSTOMER SERVICE REPRESENTATIVE
One Touch Direct
01.2013 - 10.2017
- Promptly responded to a high volume of inbound calls offering product lines generating revenue for the organization
- Built and established strong relationships with potential clients to increase customer loyalty and retention
- Maximized productivity by administering excellent customer support and providing one call solutions on every call
- Consistently praised for the quality of work, attention to detail, exemplary customer service delivery and team-player attitude maintaining an overall customer satisfaction rating of 98 and higher
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
DAYCARE TEACHER
All Gods Academy
02.2008 - 12.2012
- Monitored the classroom environment closely to maintain safety standards at all times.
- Engaged children in hands-on activities designed to stimulate curiosity and develop problem-solving skills.
- Collaborated with other teachers, administrators, and families to ensure students received quality care and instruction.
- Maintained awareness and supervision of children's needs to maximize physical health and safety.
- Helped children explore world, improve motor skills, and grow vocabulary.
Education
COMPLETED COURSEWORK TOWARDS GED -
Brewster Technical
Skills
- Customer service support
- High Impact Service Delivery
- Solution Focused
- Conflict Resolution
- Multi-Tasking/Prioritization
- Policies & Procedures
- Strategic Negotiation
- Microsoft Office
- Lotus Notes
- CRM
- Mac
- Active listening
- Data entry
- Critical thinking
- Adaptability and flexibility
- Decision-making
- Administrative support
- Team Building & Motivation
- Process Improvements
- Technical Expertise
- Relationship Building
- Cross-Functional Collaboration
- Database Management
- Google Apps
- AS400
- Social Media
- Customer service
- Time management
- Problem-solving
- Call center experience
- Computer proficiency
- Customer relations
ADDITIONAL CREDENTIALS - TECHNICAL SKILLS
Microsoft Office: Word, Excel, Power Point, OutlookGoogle AppsLotus NotesAS400CRMSocial MediaMac
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Carecentrix
09.2024 - Current
CUSTOMER SUPPORT SPECIALIST
Centene Corporation
06.2020 - 08.2024
AUTHORIZATION AND APPOINTING REPRESENTATIVE
Centene Corporation
05.2018 - 03.2020
CUSTOMER SERVICE REPRESENTATIVE
One Touch Direct
01.2013 - 10.2017
DAYCARE TEACHER
All Gods Academy
02.2008 - 12.2012
COMPLETED COURSEWORK TOWARDS GED -
Brewster Technical
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