Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Availability
Timeline
Generic

Grace Long`

Youngsville,NC

Summary

With a proven track record at Flagstar Bank, I excel in customer engagement and problem resolution, leveraging CRM software and exceptional communication skills. Achieved consistent customer satisfaction improvements by implementing innovative solutions and exceeding targets. Skilled in team collaboration and critical thinking, I bring a dynamic approach to achieving business goals and enhancing client relations.

Experienced with engaging customers through personalized interactions and support. Utilizes effective communication to address and resolve customer concerns promptly. Strong understanding of customer service principles and proven ability to foster loyalty and satisfaction.

Professional with strong background in customer engagement and relationship building. Skilled in communication, problem-solving, and driving customer satisfaction. Known for fostering teamwork, adaptability, and delivering consistent, impactful results. Proven ability to manage changing priorities and exceed expectations in fast-paced environment.

Customer service professional with proven track record in engaging and retaining customers. Background includes implementing strategies to boost customer satisfaction and streamline support processes. Known for team collaboration and adaptability, ensuring seamless operations and positive outcomes.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Engagement Specialist

Flagstar Bank
08.2024 - Current
  • Introduced a knowledge base system that enabled colleagues to access critical information swiftly, reducing response times significantly.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Established rapport with clients through active listening skills and empathetic problem-solving abilities in challenging situations.
  • Managed escalated cases professionally, liaising between clients and internal departments for optimal outcomes.
  • Handled high volume of engagements and fast pace of cloud computing market.
  • Conducted regular surveys to gauge customer sentiment, identifying areas of improvement for future focus.
  • Exceeded monthly targets for response time and resolution rate consistently, maintaining high standards of support quality.
  • Collaborated with cross-functional teams to gather feedback and improve overall customer experience throughout various touchpoints.
  • 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.

Disability Claims Specialist

Metlife
08.2022 - 06.2024
  • Identified fraudulent claims by conducting detailed investigations and applying expert knowledge of disability guidelines and regulations.
  • Provided exceptional service to clients through prompt response times, clear explanations of policy terms, and compassionate support throughout the claims process.
  • Collaborated with healthcare providers to obtain crucial information, leading to more accurate and faster decision-making on claims.
  • Played a critical role in resolving customer complaints by addressing concerns and providing clear explanations about claim decisions, maintaining positive relationships with clients.
  • Conducted comprehensive evaluations to determine eligibility for benefits, ensuring compliance with company policies and government regulations.
  • Streamlined communication between departments by establishing clear protocols, leading to enhanced collaboration in resolving claims issues.
  • Enhanced customer satisfaction with timely communication and empathetic support during the claims process.
  • Managed high caseloads effectively, ensuring all disability claims were processed promptly and accurately.
  • Demonstrated attention to detail when reviewing medical records, enabling accurate assessment of functional limitations caused by disabilities.
  • Checked documentation for accuracy and validity on updated systems.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Generated, posted and attached information to claim files.
  • Prepared insurance claim forms or related documents and reviewed for completeness.
  • Maintained confidentiality of patient finances, records, and health statuses.
  • Modified, updated and processed existing policies.

Pharmacy Technician

SelectQuote
09.2021 - 05.2022
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
  • Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
  • Entered and processed patients' prescriptions into internal system.
  • Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
  • Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
  • Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.
  • Boosted customer loyalty by providing friendly, knowledgeable assistance on drug interactions and side effects.
  • Optimized workflow efficiency through participation in regular team meetings discussing areas for improvement within the department.
  • Expedited insurance claim resolutions by liaising with healthcare providers and insurance companies on patients'' behalf.
  • Collaborated with healthcare professionals to clarify prescription details, ensuring accuracy.
  • Educated patients on medication usage and precautions, enhancing patient understanding and safety.
  • Utilized pharmacy management software to process prescriptions efficiently.
  • Set up and modified patient profiles to include current medications and insurance details.

Pharmacy Technician

CVS Pharmacy
01.2021 - 09.2021
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.a
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Counted and labeled prescriptions with correct item and quantity.
  • Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
  • Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
  • Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
  • Entered and processed patients' prescriptions into internal system.
  • Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
  • Counted, measured, and compounded medications following standard procedures.
  • Collected co-payments or full payments from customers.
  • Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
  • Ensured patient safety by strictly following drug storage guidelines, including proper temperature and light exposure control.
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
  • Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.
  • Expedited insurance claim resolutions by liaising with healthcare providers and insurance companies on patients'' behalf.
  • Developed patient education materials on medication management, contributing to community health awareness.

Education

Associate of Arts - Business Administration And Management

Sussex County Community College
Newton, NJ
05-2012

Skills

  • CRM software
  • Customer service
  • Problem-solving
  • Time management
  • Multitasking and organization
  • Critical thinking
  • Team collaboration
  • Verbal and written communication
  • Adaptability and flexibility
  • Creative problem solving
  • Problem resolution
  • Relationship building
  • Decision-making
  • Customer relations
  • Call center experience
  • Computer proficiency
  • Data entry
  • Task prioritization
  • Product knowledge
  • Medical terminology
  • Technical troubleshooting
  • Client relations
  • Conflict resolution
  • Documentation
  • Complaint handling
  • Microsoft outlook
  • Quality control
  • Follow-up skills
  • Data collection
  • Complaint resolution
  • De-escalation techniques
  • Professional telephone demeanor
  • Administrative support
  • Project management
  • Microsoft Office Suite
  • Prioritization
  • Call management
  • Customer relationship management (CRM)
  • Product sales
  • Dispute resolution
  • Document control
  • Technical support
  • Call center operations

Certification

  • Alcohol and Drug Counselor (ADC) - International Certification & Reciprocity Consortium.

Languages

English
Full Professional

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Engagement Specialist

Flagstar Bank
08.2024 - Current

Disability Claims Specialist

Metlife
08.2022 - 06.2024

Pharmacy Technician

SelectQuote
09.2021 - 05.2022

Pharmacy Technician

CVS Pharmacy
01.2021 - 09.2021

Associate of Arts - Business Administration And Management

Sussex County Community College

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Grace Long`