Malinda Lundborg
Yuma,AZ
Summary
Looking for a remote job to show off customer service skills. I have a private office and a complete computer set up. As I have been doing customer service at home for 12 years. I know windows 10 and am proficient with a wide variety of programs including Microsoft programs. Also Real World accounting, Quick books and AEI, Peach tree. A quick learner with new programs. Helpful Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base.
Overview
13
13
years of professional experience
Work History
Customer Service
TTEC – Blue Cross Blue Shield thru Ttec
09.2020 - 06.2022
- Answering calls from members on benefits, explaining claims, and assist with their medical coverage for Illinois and Texas
- Developed strategic plans and increased production, productivity and customer service.
- Provided exceptional customer service, addressing inquiries promptly and professionally.
Customer Service
ACTI
06.2009 - 03.2020
- Duties included answering phone calls for clients from Doctors, Lawyers and other businesses
- 8000 clients
- Worked from home on personal computer taking calls for 11 years
- Was a CX agent and then to a dedicated account, Arcadian which got bought out by Humana
- For Arcadian helped senior citizens with doctors, medications and anything needed for their Medicare supplement
- Monitored customer service operations to confirm compliance with quality standards.
- Provided exceptional customer service, resolving complaints and answering queries promptly.
- Became an Assistant Lead and helped to manage a team of 35 agents with my lead
- Held video meetings with each agent to advise on becoming the best they can be
- Kept track of each agent's calls and any call handling issues
- Did reviews and kept detailed records on each agent
- Graded and reviewed calls
- The company restructured at the end of 2019
- My lead was let go and I was let go shortly after when they deleted the Assistant Lead position.
Education
Business
York High School
Yorktown, VA09.1971
Skills
- Customer Service Process Improvement
- Customer service mindset
- Customer Service and Communication Skills
- Customer service support
- Work Ethic and Integrity
- Patience and Empathy
- Time management skills
- Reliability and punctuality
- Quick Learner on new programs
- Knowledge with Microsoft
- Word, Excel, Power
- Typing 50
Additional Information
upon request, upon request
Timeline
Customer Service
TTEC – Blue Cross Blue Shield thru Ttec
09.2020 - 06.2022
Customer Service
ACTI
06.2009 - 03.2020
Business
York High School
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