Montrese Hoskin
St. Louis,MO
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
4
4
years of professional experience
Work History
Customer Service Representative
Equifax Verification Services
2022.10 - Current
- I am responsible for handling verifiers that call in for verification of employment or income, needing assistance with login issues, etc.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Health Benefit Representative
Automated Health Systems-Maryland Heights, MO
2021.07 - 2022.09
- I worked with customers who were calling in about checking the status of their applications or receiving help with completing an application.
- Responded to customer requests for products, services, and company information.
- Improved customer satisfaction by addressing and resolving complex health benefit inquiries.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing expert guidance to clients and colleagues alike.
- Provided timely communication updates regarding ongoing claim status or necessary documentation requests from members or medical providers.
- Facilitated enrollment process for new members, ensuring smooth transition from previous insurance providers.
- Answered questions about eligibility determinations and plan options.
- Processed enrollment paperwork and benefits forms.
Appointment Coordinator
Miracle Ear-St. Louis, MO
2020.10 - 2021.06
- I work with customers who are interested in hearing exams and purchasing hearing aids with Miracle Ear
- I also set appointments.
- Directed telephone calls to appropriate parties.
- Coordinated appointments for multiple departments, ensuring optimal use of resources and time management.
- Provided exceptional customer service, fostering positive relationships with both new and existing clients.
- Assessed customer needs and responded to customer emails and calls.
- Place orders
Education
Diploma - High School
McCluer North High - St. Louis, MO
01.2013
Skills
- Sales
- Customer Service
- Communication skills
- Microsoft Office Suite
- Customer Relationship Management (CRM)
- Microsoft Excel
- Microsoft Word
- Microsoft Powerpoint
- Time management
- Call center experience
- Technical Support
Relocation
- Bridgeton, MO
- Saint Louis County, MO
- Saint Ann, MO
Assessments
- Sales skills, Proficient, 10/01/22, Influencing and negotiating with customers
- Work motivation, Proficient, 10/01/22, Level of motivation and discipline applied toward work
- Customer focus & orientation, Proficient, 08/01/21, Responding to customer situations with sensitivity
- Work style: Reliability, Proficient, 08/01/21, Tendency to be reliable, dependable, and act with integrity at work
- Written communication, Proficient, 08/01/21, Best practices for writing, including grammar, style, clarity, and brevity
- Administrative assistant/receptionist, Proficient, 07/01/21, Using basic scheduling and organizational skills in an office setting
- Work style: Professionalism, Proficient, 08/01/22, Tendency to be accountable, professional, open to feedback, and act with integrity at work
Timeline
Customer Service Representative
Equifax Verification Services
2022.10 - Current
Health Benefit Representative
Automated Health Systems-Maryland Heights, MO
2021.07 - 2022.09
Appointment Coordinator
Miracle Ear-St. Louis, MO
2020.10 - 2021.06
Diploma - High School
McCluer North High - St. Louis, MO
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