Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Margaret Smalls

Irving,TX

Summary

I'm driven Customer Service Rep with 5+years of experience providing information about services and products to customers. Skilled in assessing customer needs, handling customer complaints and concerns. A passion for helping others while maintaining satisfying customers with successful resolutions.

Overview

12
12
years of professional experience

Work History

Virtual Customer Care Representative

Live-Ops
10.2019 - 01.2024
  • Processing inbound calls pertaining to customer medicare and medicaid plans, billing inquiry, open enrollments, payments, medical providers, pharmaceuticals inquiries utilizing multiple systems for research
  • Assist customers how to navigate through the website Molina health care
  • Worked thru multiple systems at a time.

Virtual On-line Order Processor

Upsell24.com
05.2018 - 07.2019
  • Take inbound sales calls processing product orders for various fortune 500 companies such as Smartmouth, WaxRx, Zona, Hazuki Glasses, US Gun Classes, and Pelican Water Systems.com
  • Utilize autobot Five 9 System to process outbound calls to follow-up and track resolve customer issues
  • Followed a prescribed script
  • I educate and answer queries on product information
  • Used Zendesk Chat system to assists customers with product orders, shipping and payments
  • Troubleshoot website issues and etc
  • Weekends I was responsible for answering prospective client calls regarding business services offered by Upsell24.com.

Survey Interviewer

Convey Health Solutions
07.2017 - 02.2018
  • Press Ganey is a healthcare research firm that conducts surveys on behalf of hospitals and medical facilities around the country
  • My job I utilized an auto-dialer to make outbound calls tp patients/respondent who received or receiving dialysis treatments
  • Conduct a survey and rate their medical treatment about that particular facility.Teleperformance

Customer Service/Tech Support Rep

Teleperformance USA
02.2012 - 05.2017
  • Utilized Careconnect systems, state medicaid databases and wellcare links
  • File grievances, balance billings, assist with locating top specialists, assist members with scheduling appointments, pcp changes, address updates, answering general benefit questions
  • Implementing plan coverage for inpatient/outpatient hospitalization
  • Assist with patient formulary lookup
  • Process OTC orders, check eligibility status, answer basic dental and vision questions, and scheduling appointment transportation
  • I utilized dual monitors to research out important information and company polocies.

Education

Business Administration (Associate) -

Miami-Dade Community
06.1983

Diploma -

Miami Northwestern High
06.1981

Skills

  • 5 years of customers service/tech support experience
  • Strong written and verbal skills
  • Trained in five 9 system and zendesk, crm, ms word
  • Handled inbound/outbound, and escalation ques
  • Experienced in various industries medical, At&t/Sprint long distance service plans, travel, and sales and services
  • Detailed oriented
  • A team-player
  • Enjoy helping and working with others
  • Typing speed 30-45wpm

Personal Information

Title: Customer Service/Technical Support Rep

Timeline

Virtual Customer Care Representative

Live-Ops
10.2019 - 01.2024

Virtual On-line Order Processor

Upsell24.com
05.2018 - 07.2019

Survey Interviewer

Convey Health Solutions
07.2017 - 02.2018

Customer Service/Tech Support Rep

Teleperformance USA
02.2012 - 05.2017

Business Administration (Associate) -

Miami-Dade Community

Diploma -

Miami Northwestern High

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Margaret Smalls