Lura Kerley
customer services
Lakeland,Fl
Summary
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 and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Specialist
ResultsCX Call Center
10.2019 - 06.2024
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer inquiries via phone, email and web-based platforms.
- Provided customers with detailed information on company products, services and materials.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
Customer Service Representative
SYKES
10.2015 - 03.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Associate of Science - Medical Assisting
Florida Technical College
Lakeland, FL05.2012
High School Diploma -
Harbor Creek Senior High School
Harborcreek, PA05.1985
Skills
Extensive knowledge of insurance both with dental and vision
Pharmacy overrides
Authorizations and Referral coordinator
Verification of Medicare and Socil Security
Provided medical benefits to our members
I worked for Medicare and Medicaid Supplements plans with the access to marX and Litton Also wit Evened and Icare
Timeline
Customer Specialist
ResultsCX Call Center
10.2019 - 06.2024
Customer Service Representative
SYKES
10.2015 - 03.2019
Associate of Science - Medical Assisting
Florida Technical College
High School Diploma -
Harbor Creek Senior High School
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