Marcas McConnell
Kansas City,KS
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
20
20
years of professional experience
Work History
Customer Care Team Leader
Government Employees Health Association Inc.
10.2010 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Communicated with clients regarding account services, statements, and balances.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- 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.
Benefits Administrator
The Hartford
02.2006 - 06.2010
- Reviewed benefits paperwork for accuracy and completeness.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Processed and recorded new policies and claims.
- Maintained confidentiality of patient finances, records, and health statuses.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Posted payments to accounts and maintained records.
- Verified client information by analyzing existing evidence on file.
Customer Service Cashier
Sprint
01.2004 - 02.2006
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
Education
High School Diploma -
Washington High School
Kansas City, KS06.1987
Skills
- Billing Procedures
- Data Evaluation
- Cash Register Operations
- Field Operations Support
- Customer Care
- Online Chat
- Customer Experience
- Professional Relationships
- Customer Relations
- Customer Satisfaction
- POS Inventory System Operation
- Clerical Support
- Customer Orders
- Inbound Customer Service
- Problem Resolution
- Claims Monitoring
- Understanding Customer Needs
- Membership Inquiries and Renewals
- Calm and Professional Under Pressure
Timeline
Customer Care Team Leader
Government Employees Health Association Inc.
10.2010 - Current
Benefits Administrator
The Hartford
02.2006 - 06.2010
Customer Service Cashier
Sprint
01.2004 - 02.2006
High School Diploma -
Washington High School