Marcella Gibson-Hutchins
Modesto,CA
Summary
Hardworking Authorization Agent with over 20 years of Customer experience. Competent in reviewing claims, evaluating policies and coordinating paperwork. Knowledgeable and dedicated customer service professional with extensive experience in Warranty industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Authorization Agent
Old Republic Home Protection
San Ramon, CA
01.2014 - Current
- Process incoming requests from Service Providers and Plan holders; logging pertinent information accurately and efficiently, according to company standards
- Ensure work order meets Plan guidelines (e.g. effective dates, coverage, and limitations).
- Communicate effectively and ask pertinent questions to determine coverage; authorize or deny coverage in whole or in part; assist with service needs; educate callers as to Plan coverage, trade call fees, etc.
- Negotiate best pricing were appropriate.
- Escalate calls through the proper channels, when necessary.
Customer Service Representative
Yellow Pages Group
San Francisco, CA
07.2006 - 02.2013
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Answered questions regarding to customers advertising needs and ad placement.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
Education
Bachelor of Arts - Psychology
San Francisco State University
San Francisco, CA01.2003
Skills
- Calm and Professional Under Pressure
- Upselling Products and Services
- Customer Retention Strategies
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Issue and Complaint Resolution
- Perform all duties specified
- Adherence to schedule Arriving on time and being prepared to work
- Complete special assignments on time and as instructed
Timeline
Authorization Agent
Old Republic Home Protection
01.2014 - Current
Customer Service Representative
Yellow Pages Group
07.2006 - 02.2013
Bachelor of Arts - Psychology
San Francisco State University
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