Luvenia Caldwell
Gulfport,MS
Summary
A highly experienced Customer Service professional with over 10 years of gainful employment in contact center and customer relations environments enhancing consumer products/experiences
Overview
17
17
years of professional experience
Work History
Call Center Representative
iQor
01.2021 - 01.2023
- Provided support to new and existing customers with device activations, troubleshooting, and difficult resolves
- Completed online order requests for new devices, updating accounts appropriately with relevant statuses etc.
- Managed a high call volume and multitasked a myriad of other tasks aimed at meeting service and center goals
Patient Support Rep
Optum RX/United HealthCare
01.2016 - 01.2018
- Acted as a patient advocate responsible for assisting with mail orders pertaining to prescription benefits filings
- Responsible for the verification of order form information provided by patient and mail order form completion
- Utilized various information and communication systems in progressing prescription benefits fulfillment orders
- Established and nurtured dynamic relationships with patients and other team members to preserve standards
Customer Service Account Associate
TMobile
01.2010 - 01.2015
- Performed strategic, highly diversified, organizational and administrative tasks to support call center operations
- Received various customer requests and inquiries and utilized appropriate resources/tools to respond effectively
- Assisted in the research, resolution, documentation and escalation (when necessary) of complex customer issues
- Effectively listened to customer’s requests and/or concerns providing helpful information, products or solutions
- Processed orders, refunds, generated credits, responded to inquiries and updated customer accounts properly
Customer Service Representative
Sapphire Contact Center
01.2006 - 01.2010
- Directed all inbound communications to appropriate teams or departments, communicating useful information
- Conducted investigations on recalled and returned items, and provided relevant feedback, statuses and reports
- Preserved process, policy and industry knowledge thereby contributing to successfully meeting KPIs and metrics
- Maintained efficient workflow processes by supporting team leads, supervisors, and other contact center staff
- Ensured customer satisfaction with “first-time” resolves and the solicitation of feedback in the form or surveys
Education
GED -
Pearl River Community College
Poplarville, MSSkills
- Account Management
- Order Entry/Forms
- Appointment setting
- Inbound/Outbound
- Inventory
- Chat & Email
Timeline
Call Center Representative
iQor
01.2021 - 01.2023
Patient Support Rep
Optum RX/United HealthCare
01.2016 - 01.2018
Customer Service Account Associate
TMobile
01.2010 - 01.2015
Customer Service Representative
Sapphire Contact Center
01.2006 - 01.2010
GED -
Pearl River Community College
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