Lisa Bernie
Wichita,KS
Summary
Polite and professional Call Center Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
21
21
years of professional experience
Work History
Veteran
US Army
- 91A Combat Medic- First Aid, CPR, Triage, MediVac Training, Medic Support OCS Training
Call Center Inbound Client Support Agent (Remote)
TheKey (formerly Home Care Assistance
Wichita, KS
10.2022 - Current
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Members of a team that provide concierge-level 24/7 telephone coverage and scheduling support for multiple homecare agencies throughout the US and Canada. When handling calls and transactions for specific agencies, Agents perform as if they are local representatives of those agencies.
- Responsible for answering a variety of inbound calls
- Provide best-in-class customer service to our clients through phone and email correspondence
- Maintain detailed and accurate records for our clients and our organization
- Demonstrates empathy, concern and care to customers
- Strong customer service focus
- Previous experience with phone customer service handling large call volumes preferred
- Strong computer skills and the ability to learn company software
- Proficient in Microsoft applications (Word/Outlook)
- Excellent verbal and written communication skills
Customer Service Representative
Faneuil Inc. / Centene / Humana
Wichita, KS
10.2018 - 09.2022
- Delivers excellent customer care and creates sustainable value for customers via phone, email, chat and correspondence
- The CSR’s handle service and information requests, billing explanations, cost savings advice, and explain company policies and procedures along with terms and conditions
- Understands customer needs, determines the appropriate course of action to meet those needs and completes or initiates the transaction
- Exercises independent thinking and meeting customer expectations
- Combines knowledge of product, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence the client’s image
- Ability to process information quickly and accurately
- Ability to handle routine customer transactions
- Ability to work under time constraints
- Ability to analyze information and evaluate results
- Ability to effectively deal with complex customers
- Ability to create positive customer relationships by defusing angry and upset customers
- Demonstrates a commitment to learning quickly and effectively applying knowledge as well as supporting/creating a productive, positive work environment
- Attention to detail- documentation and follow up
- Knowledge of mainframe and computer and internet applications
- Microsoft Office applications
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Educated customers about billing, pharmacy claims, payment processing and support policies and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Excellent telephone tact and diplomacy
- Excellent written, verbal and interpersonal communication skills with supervisors, peers, and customers
- Proficiency in keyboarding/data entry
- Exceptional oral and written communication skills demonstrated by use of correct grammar and terminology
- Time management skills (dependable, accurate and detail oriented)
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Telephone Interviewer
NORC
Wichita, KS
08.2016 - 03.2017
- Conducted surveys by phone to collect information for federal agency
- Followed interview and screening script to conduct survey
- Explained survey objectives and procedures to interviewees and interpreted survey questions
- Recorded accurate and thorough answers using computer software
- Language Line
Tier 1 Agent
Vangent Inc. / Pearson Government Solutions
Lawrence, KS
08.2003 - 07.2008
- Responded to high volume inbound calls
- Assisted members with questions and concerns regarding Medicare insurance
- Gathered and verified all customer information for tracking purposes
- Referred unresolved customer issues to designated department for further investigation
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Maximized positive customer experiences by proactively identifying potential challenges and implementing appropriate strategies to overcome them.
- Managed escalated calls calmly and professionally, defusing difficult situations while maintaining a focus on satisfactory resolutions for clients.
Education
Associate of Arts - Business Administration
Dakota Wesleyan University
Mitchell, SD01.1989
High School Diploma -
Vermillion High School
Vermillion, SD01.1985
Skills
- Critical thinking abilities
- Active listening techniques
Military Service
US Army Veteran, 91A Combat Medic, First Aid, CPR, Triage, MediVac, PEC, Medic Support, Ft. Dix, NJ, Ft. Sam Houston, TX, Ft. Riley, KS
Timeline
Call Center Inbound Client Support Agent (Remote)
TheKey (formerly Home Care Assistance
10.2022 - Current
Customer Service Representative
Faneuil Inc. / Centene / Humana
10.2018 - 09.2022
Telephone Interviewer
NORC
08.2016 - 03.2017
Tier 1 Agent
Vangent Inc. / Pearson Government Solutions
08.2003 - 07.2008
Veteran
US Army
Associate of Arts - Business Administration
Dakota Wesleyan University
High School Diploma -
Vermillion High School