Lukeia Smith

• Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
• Maintained positive relationships with community to build and nurture dynamic partnerships.
• Made referrals to appropriate services, following up to confirm patients received access to required care.
• Greeted and welcomed new patients, assisting with orientation of programming schedule and rules.

Recognized by supervisor for the ability to work a flexible schedule.

• Provided excellent customer service by greeting and assisting customers, and responding to customer inquiries and complaints.

• Monitored customer service activities to ensure that customers received satisfactory service.

• Ability to use positive language

• Checked to ensure that appropriate changes were made to resolve customers' problems.

• The ability to really listen to customer.

• Retention

• Processing payments

Conferred with customers by telephone or in person to provide information about products and services, cancelled accounts, andobtain details of complaints/issues.

• Checked to ensure that appropriate changes were made to resolvConferred with customers by telephone e customers' problems.

• Documented customer interactions and transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

• Good listening skills. Practice active listening - don't interruptcustomers, but engage them.

• Professional and courteous demeanor

• Crm Application

• Solved problems

• Improved customer trust by promptly addressing and resolving reported instances of fraud.
• Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
• Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
• Maintained detailed records of all detected fraud incidents for future reference and analysis.
• Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Verified accuracy of customer account information and updated when necessary.
• Took ownership of customers issues to follow problems through to resolution.
• Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
• Responded to customer inquiries via phone, email and web-based platforms.
• Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
• Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
• Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
• Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
• Responded proactively and positively to rapid change.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.