Reliable Work From Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally-researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls. Dedicated representative eager to utilize strong problem-solving and communication skills. Computer savvy with substantial understanding of customer service principles and internet platforms. Coachable and determined to effectively communicate products or services to customers. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Experienced Life Coach versed in guiding individuals to build useful life skills and manage challenging circumstances. Compassionate and energetic with in-depth understanding of coaching processes, documentation requirements and available resources.
Hi, I’m
Lucy Kabba
Clarksville,TN
Summary
Overview
11
years of professional experience
Work History
Everise
Medicaid Customer Service Representative
9 2020 - Current
Job overview
- Contacting providers for issues search has reason Claims is deny on their end, providing correct information on our claims.
- Updating members PCP and doing providers search for any specialists of their choice or just checking for providers in network.
- Filling Appeals and Grievance for members and etc.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Trained new personnel regarding company operations, policies and services.
- Used data entry skills to accurately document and input statements.
- Responded to customer concerns and questions on daily basis.
- Collaborated with customers to resolve disputes.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Handled customer inquiries and suggestions courteously and professionally
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Met customer call guidelines for service levels, handle time and productivity
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services, and company information
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Processed customer service orders promptly to increase customer satisfaction
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Developed customer service policies and procedures to meet and exceed industry service standards
- Tracked customer service cases and updated service software with customer information
- Provided primary customer support to internal and external customers
- Utilized customer service software to manage interactions and track customer satisfaction
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Created and maintained detailed database to develop promotional sales
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Implemented and developed customer service training processes
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Cross-trained and backed up other customer service managers
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Reached out to customers after completed sales to suggest additional service or product purchases
- Increased efficiency and team productivity by promoting operational best practices
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
- Investigated and resolved accounting, service and delivery concerns
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Cross-trained and provided backup support for organizational leadership
- Trained staff on operating procedures and company services
- Investigated and resolved customer inquiries and complaints quickly
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered prompt service to prioritize customer needs
- Maintained up-to-date knowledge of product and service changes
- Followed up with customers about resolved issues to maintain high standards of customer service
- Educated customers about billing, payment processing and support policies and procedures
- Responded proactively and positively to rapid change
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
Everise
Accident Management (CSR)
9 2020 - 01.2022
Job overview
- Resolve customer and insurance agent complaint via phone.
- Set up intake for accident scene or secondary tow to help customers with their car that need to be tow to business location or in their residential home.
- Built and strengthened relationships to manage effective planning and implementation of emergency response strategies.
- Maintained current understanding of local, state and federal guidelines for emergency response.
- Utilized comprehensive risk analysis to identify, assess and manage emergency management risks.
- Improved realization of organizational objectives by effectively communicating department goals, organizational objectives and industry trends.
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Kept informed of activities or changes that could affect likelihood of emergencies, factors that could affect response efforts and details of plan implementation.
- Collaborated with stakeholders to prepare plans and procedures to respond to emergency scenarios.
- Skilled at working independently and collaboratively in team environment
- Passionate about learning and committed to continual improvement
- Demonstrated respect, friendliness and willingness to help wherever needed
USA800
Customer Service Representative
04.2017 - 07.2018
Job overview
- Resolved customer complaint via phone
- Use telephone to reach out to customer and verify account information.
- Greet customer with warmly and ascertain problems or reasons for calling
- Handled customer inquiries and suggestions courteously and professionally
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Utilized customer service software to manage interactions and track customer satisfaction
- Tracked customer service cases and updated service software with customer information
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Developed and updated databases to handle customer data
- Managed timely and effective replacement of damaged or missing products
- Increased efficiency and team productivity by promoting operational best practices
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Increased efficiency and performance by monitoring team member productivity and providing feedback
The MENTOR Network
Direct Support Professional
6 2014 - 7 2017
Job overview
- Monitor patient condition by observing their physical and mental conditions
- Support patients by providing needs such as housekeeping, shopping for foods, and others household requirements; preparing and serving meals, running errands and provide them their medication on time as needed.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Administered medication as directed by physician.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
- Supervised daily activities and provided assistance to staff.
- Monitored progress and documented patient health status changes to keep care team updated.
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe, and well-organized patient environment.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
- Developed and implemented individualized care plans to meet individual needs of each client.
Burlington Coat Factory
Cashier/Customer Service
09.2012 - 09.2014
Job overview
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store
- Developed and managed relationships with customers to increase customer loyalty
- Performed cash, card and check transactions to complete customer purchases
- Used POS system to enter orders, process payments and issue receipts
- Lifted up to [50 pounds at once and used forklift to move heavier loads
Education
Heritage College Kansas CityKansas City, MO
Some College (No Degree) from massage therapy, Preforming Art
University Overview
Maplewood Community College Kansas City, MO
Some College- No Degree
01.2013
University Overview
Winnetonka High SchoolKansas City, MO
High School Diploma
05.2012
University Overview
Skills
- Problem Resolution
- Computer Skills
- Communications
- Teaching
- Leadership
- Customer support
- Microsoft Word (4 years)
- Microsoft Powerpoint (2 year)
- Empathic Communication
- Training and Development
- Problem-Solving
- Organization and Time Management
- Written Communication
- Analytical and Critical Thinking
- Sales expertise (1year)
Accomplishments
Accomplishments
- Documented and resolved Issue which led to Results.
- Achieved Result by completing Task with accuracy and efficiency.
Additional Information
Additional Information
- titled "Alpha Princess " Authorized to work in the US for any employer
Timeline
Customer Service Representative
USA800
04.2017 - 07.2018
Cashier/Customer Service
Burlington Coat Factory
09.2012 - 09.2014
Medicaid Customer Service Representative
Everise
9 2020 - Current
Accident Management (CSR)
Everise
9 2020 - 01.2022
Direct Support Professional
The MENTOR Network
6 2014 - 7 2017
Heritage College Kansas City
Some College (No Degree) from massage therapy, Preforming Art
Maplewood Community College
Some College- No Degree
Winnetonka High School
High School Diploma
Similar Profiles
Karen KellyKaren Kelly
Senior Manager Strategic Alliances at EveriseSenior Manager Strategic Alliances at Everise
MAURICE BLANCHARDMAURICE BLANCHARD
Customer Service Representative at EVERISECustomer Service Representative at EVERISE
Tiffany WadeTiffany Wade
Customer Service Representative at EveriseCustomer Service Representative at Everise
Kewanna HenryKewanna Henry
Member Service Advocate at EveriseMember Service Advocate at Everise
Luis ColoradoLuis Colorado
Assistant Manager at ZaxbysAssistant Manager at Zaxbys