Linda Hicks
Reno,NV
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
OPTUM Health Services
Minnetonka, MN
09.2018 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- 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.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Representative
HomeTown Health Plan
Reno, NV
04.2014 - 03.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- 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.
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Floor Supervisor
ORC International
Reno, NV
10.2009 - 04.2014
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Evaluated work of 60 employees to improve performance.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
Education
GED -
Elk Grove Adult & Community Education
Sacramento, CA06.1993
Skills
- Customer Account Management
- Needs Assessment
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Call Documentation
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Customer Inquiry Response
- Information Inputting
- Telephone Management
- Inbound and Outbound Calling
- Electronic Information Systems
- Answering Customer Questions
- Credit Card Payment Processing
- Customer Service and Assistance
- Correcting Discrepancies
- Call Transfers
- Inquiry Requests
- Document Conversion
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Recommending Solutions
- Membership Inquiries and Renewals
- Administrative and Office Support
- Establishing and Maintaining Customer Relationships
- Patient and Empathetic
- Call Volume and Quality Metrics
- Customer Information Databases
- Proactive Self-Starter
- Critical Thinking
- Complaint Response
- Answering Emails
- Solving Customer Concerns
- Online Chat
Timeline
Customer Service Representative
OPTUM Health Services
09.2018 - Current
Customer Service Representative
HomeTown Health Plan
04.2014 - 03.2016
Floor Supervisor
ORC International
10.2009 - 04.2014
GED -
Elk Grove Adult & Community Education
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