Summary
Overview
Work History
Education
Skills
Certification
Timeline
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MARTEA' FRYER-REID

Winston-Salem,NC

Summary

Customer-oriented professional with a successful track record in troubleshooting and handling customer support issues promptly. Committed to delivering exceptional customer service through active listening, and effective problem-solving. Thrives in a fast-paced, dynamic environment, with strong time management skills, and high energy levels. Known for resourcefulness, and consistently striving to exceed productivity goals while maintaining a proactive approach.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Assistant Manager/ Records Specialist

Heavenly Gifts To Go
Winston-Salem, NC
03.2020 - Current
  • Supervised day-to-day operations to meet performance, quality, and service expectations.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Ensured accurate recordkeeping by regularly auditing and updating database information.
  • Maintained and updated records through a dedicated digital database.
  • Updated records with new information.
  • Created reports on sales trends, inventory levels, and financial data.

Customer Support Representative II

First Horizon Bank
Winston-Salem, NC
02.2016 - 10.2018
  • Answered an average of 35+ calls per day by addressing customer inquiries, solving problems, and providing new product information.
  • Effectively managed a high volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Gathered and verified all required customer information for tracking purposes.
  • Accurately documented, researched, and resolved customer service issues.

Customer Service Professional

BLUE CROSS BLUE SHIELD
Winston-Salem, NC
09.2012 - 01.2016
  • Handle 90+ calls daily, assist customers with understanding their insurance benefits, go over claims, and resolve issues with claims and incorrect filings.
  • Prepare insurance claim forms, or related documents, and review them for completeness.
  • Transmit claims for payment, or further investigation.
  • Post or attach information to the claim file.
  • Contact the insured or other involved persons to obtain missing information.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Review the insurance policy terms to determine whether a particular loss is covered by insurance.

Customer Service Advocate/Peer Partner

UNITED HEALTH CARE
Greensboro, NC
11.2003 - 08.2012
  • Handled 90+ calls daily, assisted customers with going over their insurance policies, as well as understanding the coverage, and reviewed claims with customers to resubmit them for reprocessing.
  • Assisted the other customer service representatives with conflict resolution on their escalated calls, as well as coached them on their calls based on average handle time and quality assurance.
  • Confer with customers by telephone or in person to provide information about products or services, take or enter insurance selections, cancel accounts, or obtain details of complaints.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Collect initial premiums, and issue receipts.
  • Compare information from the application to the criteria for policy reinstatement, and approve reinstatement when the criteria are met.

Education

Completed Coursework towards Psychology - Psychology

St Augustine College
Raleigh, NC

Skills

  • Exceptional customer service
  • Effective Time Management
  • Resourceful
  • Creative problem solver
  • Customer service procedures
  • Strong problem-solving aptitude
  • Workflow management
  • Detail-oriented data management
  • Strong interpersonal skills
  • Adaptable Learner

Certification

Certificate of completion Kramden Institute

  • Windows 10
  • Windows 11
  • Mac os
  • Google docs
  • Microsoft word office
  • Microsoft Excel office
  • Microsoft Powerpoint office
  • Telehealth expertise

Timeline

Assistant Manager/ Records Specialist

Heavenly Gifts To Go
03.2020 - Current

Customer Support Representative II

First Horizon Bank
02.2016 - 10.2018

Customer Service Professional

BLUE CROSS BLUE SHIELD
09.2012 - 01.2016

Customer Service Advocate/Peer Partner

UNITED HEALTH CARE
11.2003 - 08.2012

Completed Coursework towards Psychology - Psychology

St Augustine College

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MARTEA' FRYER-REID