Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michelle Souza

Park City,KS

Summary

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Patient Benefits Advisor

Parallon
03.2023 - 07.2023
  • Assisted inpatients/discharges with application filing, for Medicaid and other financial assistance programs
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Elevance Enrollment Specialist (Remote)

MAPD, Wipro Limited
06.2022 - 03.2023
  • Verifying eligibility through CMS
  • Updated, entered and reviewed customer data.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Issued correspondence to members to inform them of discrepancies that didn't match Medicare's data
  • Checked applications for accuracy and for Medicaid eligibility


Senior Customer Advocate (Remote)

Faneuil / Humana Division
11.2019 - 06.2022
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.

Real Estate Broker

John L. Scott Real Estate
03.2019 - 11.2019
  • Negotiated real estate contracts to navigate transactions between buyers and sellers.
  • Provided guidance and consultation to clients to make well-informed decisions in real estate investments.
  • Analyzed local real estate market conditions and trends to identify profitable investment opportunities.
  • Arranged for inspections and surveys of sold properties.
  • Utilized online marketing platforms to promote real estate services and generate leads.

Pharmacy Assistant/Cashier

Rite Aid
02.2019 - 08.2019
  • Greeted customers and responded to questions with friendly, knowledgeable assistance.
  • Kept pharmacy counter and related areas clean, neat and organized.
  • Received incoming supplies and stocked in correct locations.
  • Assisted pharmacy staff with preparing medications and filling orders.
  • Answered telephones and provided information about order status, store hours and pharmacy procedures.

Front End Associate

Home Depot
05.2016 - 11.2018
  • Helped customers complete purchases, locate items, and join reward programs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Welcomed and engaged customers, offering assistance with locating or retrieving merchandise.
  • Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.

Offline Customer Service

Sears Holdings Corporation
07.2012 - 12.2015
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Trained new personnel regarding company operations, policies and services.
  • Delivered prompt service to prioritize customer needs.
  • Issued money and gift cards, for customer satisfaction and processed appliance replacements, upgrades, and returns.

Education

Bachelor of Arts - English Literature

Cascade College
Portland, OR
05.1993

Skills

  • Database Management
  • Invoice Preparation and Processing
  • Customer Relationship Management
  • Microsoft Excel
  • Scripted Calls
  • Conflict Resolution Techniques
  • Customer Data Confidentiality
  • Customer Correspondence
  • Product and Service Knowledge
  • Escalated Calls Management
  • Trained in Salesforce
  • Billing Adjustments and Refunds

Certification

  • Certified Health Coach - Trinity School of Nat. Health - 2022
  • Licensed Real Estate Broker -2019 -2025 WA state


Timeline

Patient Benefits Advisor

Parallon
03.2023 - 07.2023

Elevance Enrollment Specialist (Remote)

MAPD, Wipro Limited
06.2022 - 03.2023

Senior Customer Advocate (Remote)

Faneuil / Humana Division
11.2019 - 06.2022

Real Estate Broker

John L. Scott Real Estate
03.2019 - 11.2019

Pharmacy Assistant/Cashier

Rite Aid
02.2019 - 08.2019

Front End Associate

Home Depot
05.2016 - 11.2018

Offline Customer Service

Sears Holdings Corporation
07.2012 - 12.2015

Bachelor of Arts - English Literature

Cascade College

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Michelle Souza