Montoya Glover
Detroit,MI
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
8
8
years of professional experience
Work History
Prepaid Analytics Agent
TTEC
04.2023 - Current
- Task were but not limited to assessing claims filed by financial institution fraud department for missing transactions
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Verified and improved quality standards by analyzing customer service metrics.
Service Center Representative
Sedgwick Claims Management Services
10.2022 - 02.2023
- Assisted customers with obtaining information pertaining to recently filed leave of absence and workers compensation claims and looking up documentation submitted to support claim
- Transferred customers to tier 2 examiner/coordinator for further assistance on claims that assigned department could not assist with.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Representative
Amazon
05.2022 - 09.2022
- Assisted customers with placing orders as well as providing updates on orders that were processing, provided additional assistance by transferring to higher department when resolution was out of the customer service department handling level.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Centene
01.2021 - 07.2021
- Assisted customers with obtaining information pertaining to Medicaid programs that they were enrolled in, updating customer’s information as well as changing primary care provider information
- Transferring to upper management if customer needed further assistance
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Customer Service
Aerotek
08.2020 - 11.2020
- Duties were but not limited to helping customers make mortgage payments, go over account information, help retrieve documents and transfer to proper department for further assistance
- Server
- 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.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
Server Manager
Outback Steakhouse
05.2016 - 06.2020
- Duties were but not limited to serving, answering telephones and working carry out.
- Trained servers on order management, food service quality and how to build rapport with guests.
- Welcomed and greeted guests before presenting special menu items to clients.
- Led team of servers to consistently meet customer service and sales targets.
- Handled guest complaints in positively and offered appreciation tokens to build customer loyalty.
- Proactively communicated with servers to coordinate workflows and monitor service during busy shifts.
- Cultivated guest satisfaction and loyalty through consistent commitment to quality service.
- Completed daily procedure checklist and communicated changes to servers and kitchen staff.
- Monitored server performance and provided feedback to enhance server delivery.
Education
High School Diploma -
Jared W. Finney High School
Detroit, MISkills
- Customer support (2 years)
- CRM software (2 years)
- First Call Resolution
- Billing Coordination
- Customer Service
- Payment Processing
- Data Entry
- Appointment Scheduling
- Order Processing
- Project Management
- Documentation and Reporting
- Problem Resolution
Additional Information
- Authorized to work in the US for any employer
Timeline
Prepaid Analytics Agent
TTEC
04.2023 - Current
Service Center Representative
Sedgwick Claims Management Services
10.2022 - 02.2023
Customer Service Representative
Amazon
05.2022 - 09.2022
Customer Service Representative
Centene
01.2021 - 07.2021
Customer Service
Aerotek
08.2020 - 11.2020
Server Manager
Outback Steakhouse
05.2016 - 06.2020
High School Diploma -
Jared W. Finney High School
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