Lacourtney Allen
Canton,NY
Summary
Dynamic Customer Service Representative with a proven track record at Alorica for enhancing client satisfaction and streamlining processes. Leveraged critical thinking and Microsoft Excel proficiency to develop comprehensive training programs and improve enrollment efficiency. Specializes in resolving escalated customer issues, demonstrating exceptional problem-solving abilities and customer relations skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative (Remote)
Alorica
Mississippi
09.2021 - Current
- Maintained compliance with all industry regulations while completing paperwork accurately and efficiently.
- Maintained updated knowledge of program requirements and institutional policies, providing reliable guidance to applicants and colleagues alike.
- Provided excellent customer service through proactive communication efforts such as follow-up emails or phone calls regarding missing documents or additional required actions from applicants
- Improved enrollment efficiency by streamlining application processes and implementing digital tools.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Collaborated with legal department on important claims.
- Enhanced client satisfaction by efficiently processing insurance claims and addressing billing inquiries.
- Promptly sent out and posted all medical claims.
- Conferred with clients to obtain information regarding policy claims.
- Enhanced employee performance by developing and implementing comprehensive claims training programs.
Customer Service Representative (Remote)
Teleperformance
Mississippi
06.2019 - 08.2021
- Educated customers about billing, payment processing and support policies and procedures.
- Streamlined the application process for clients, resulting in faster approvals and fewer errors.
- Met with customers to provide information about available products and policies.
- Managed a large client base efficiently by utilizing CRM software and maintaining organized records.
- Educated clients about health insurance coverage options, benefits and costs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Machine Operator
Kasai North America
Mississippi
06.2013 - 05.2019
- Managed and monitored processes and machine systems by observing readings on control boards.
- Suggested specific ideas for process, productivity and safety improvements.
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Operated multiple machines simultaneously to meet production requirements.
Education
Diploma - General Studies
Yazoo City High School
Yazoo City, MS05.2011
Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Microsoft Excel
- Payment Processing
- Microsoft Outlook
- Product Knowledge
- Customer Education
- CRM Software
- Customer Service
- Customer Relations
- Strong Vocabulary
- Typing Software Familiarity
- Excellent grammar
- Multi-line phone talent
- Credit adjustments
Timeline
Customer Service Representative (Remote)
Alorica
09.2021 - Current
Customer Service Representative (Remote)
Teleperformance
06.2019 - 08.2021
Machine Operator
Kasai North America
06.2013 - 05.2019
Diploma - General Studies
Yazoo City High School