Lavender Allen
Henderson,NV
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environments. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers.
Overview
11
11
years of professional experience
Work History
Tier 2 Customer Service Representative
Bank of America
Las Vegas, Nevada
12.2023 - Current
- Provided customer service to customers with technical issues, answering questions and troubleshooting problems.
- Assisted customers in navigating the company's website, helping them find relevant information quickly and easily.
- Resolved customer complaints through active listening and effective problem-solving techniques.
- Gathered customer feedback on products and services, providing input for product improvement initiatives.
- Participated in training sessions to stay up-to-date on new products and services offerings.
Customer Service Representative
Elevance Health
Henderson, NV
07.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services
- Provided excellent customer service to resolve customer complaints in a timely manner
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Performed administrative tasks such as filing paperwork, updating databases and generating reports
- Developed strong relationships with customers by providing personalized assistance and support
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
DMV Clerk
NV Department of Motor Vehicles
Henderson, NV
08.2022 - 05.2023
- Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved
- Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems
- Verified document authenticity to process license application.
Customer service, Patient Service Representative
HealthCare Partners
Henderson, NV
10.2019 - 05.2022
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder
- Scheduled and confirmed patient appointments with patients and healthcare professionals
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
- Contacted insurance carriers to obtain authorizations, notifications and pre-certifications for patients
- Performed detailed medical reviews of prior authorization request, following established criteria and protocols.
Technical Support Representative
Asurion- Verizon 5G
Las Vegas, NV
08.2018 - 09.2019
- Assisted customers with various types of technical issues via email, live chat and telephone
- Walked customers through common phone hardware and software configurations to maximize service functionality
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Guest Service Representative
Burke Williams Spa
Henderson, NV
08.2016 - 05.2018
- Assist guest with scheduling their appointments
- Arranged special accommodations for guests to enhance visitor experiences
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
Cashier
In N Out Burger
North Las Vegas, NV
11.2013 - 03.2015
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change
- Issued receipts, refunds, credits or change due to customers
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
Education
Diploma in Drama -
Las Vegas High School
06.2015
Skills
- Insurance Verification
- Medical Scheduling
- Microsoft Word, Excel, and Powerpoint
- Excellent Customer Service
- Ability to work under pressure and Conflict Resolution
- Typing 60 WPM
- Payment collection
- Legal documents
- Account management
- Inbound and Outbound Calling
- Call handling
Additional Information
Authorized to work in the US for any employer
Timeline
Tier 2 Customer Service Representative
Bank of America
12.2023 - Current
Customer Service Representative
Elevance Health
07.2023 - Current
DMV Clerk
NV Department of Motor Vehicles
08.2022 - 05.2023
Customer service, Patient Service Representative
HealthCare Partners
10.2019 - 05.2022
Technical Support Representative
Asurion- Verizon 5G
08.2018 - 09.2019
Guest Service Representative
Burke Williams Spa
08.2016 - 05.2018
Cashier
In N Out Burger
11.2013 - 03.2015
Diploma in Drama -
Las Vegas High School