Michelle Lewis
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Customer Service Technician Support
Asurion (Direct TV)
09.2016 - 12.2016
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained detailed records of customer interactions, allowing for improved follow-up on any unresolved issues or concerns.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided remote support to customers, diagnosing and resolving technical issues effectively.
Office Assistant
LiveScan El Cajon
03.2011 - 05.2014
- Prepared and edited documents to produce precise, accurate and professional communication.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Monitored security to help maintain equipment, data and information safety.
- Rolled fingerprints and sent to Department of Justice
- Interacted with customers by phone, email, or in-person to provide information.
- Input data into spreadsheets and databases.
- Safeguarded sensitive information through strict adherence to confidentiality protocols and secure data management practices.
Customer Service Representative II Member Services
American Specialty Health
09.2007 - 09.2010
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- 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.
- Educated patients on importance of preventive health care and insurance coverage.
- Responded proactively and positively to rapid change.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Pharmacy Technician, Call Center
MedImpact
03.2004 - 05.2007
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Resolved third-party billing, computer system and customer service issues.
Education
Accounting
DePaul University
Chicago, ILHigh School Diploma -
Fountain Ft. Carson High School
Fountain, CO06.1981
Skills
- Drug Classification Knowledge
- Medical Insurance Claims Processing
- Patient confidentiality
- Pharmacy Management Software
- Prescription Interpretation
- Answering customer questions
- Resolving Complaints
- Customer Service
- Confidentiality and HIPAA
- Call center experience
- Calm and Professional Under Pressure
- Data Entry
Timeline
Customer Service Technician Support
Asurion (Direct TV)
09.2016 - 12.2016
Office Assistant
LiveScan El Cajon
03.2011 - 05.2014
Customer Service Representative II Member Services
American Specialty Health
09.2007 - 09.2010
Pharmacy Technician, Call Center
MedImpact
03.2004 - 05.2007
Accounting
DePaul University
High School Diploma -
Fountain Ft. Carson High School