Summary
Overview
Work History
Education
Skills
Timeline
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Morgan Pierce

Rowlett

Summary

Dynamic Customer Support Specialist with a proven track record at Cxloyalty, excelling in problem-solving and delivering exceptional service. Expert in call center operations, enhancing customer satisfaction through effective communication and issue resolution. Recognized for reducing call handle time while maintaining high-quality standards, fostering strong client relationships that drive repeat business.

Overview

10
10
years of professional experience

Work History

Customer Support Specialist

Cxloyalty
02.2022 - Current
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Reduced call handle time, allowing for more customer inquiries to be resolved each day.

Insurance Specialist

CCS Medical
06.2020 - 01.2022
  • Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
  • Processed eligibility and benefits verification and authorization requests.
  • Followed up on denials, late payments, extensions and other special circumstances.
  • Tracked pending authorizations to resolve discrepancies and avoid revenue loss.

HR Assistant

Genpact
02.2015 - 12.2019
  • Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
  • Participated in recruitment and selection process for new hires.
  • Filed paperwork, sorted, and delivered mail and maintained office organization.
  • Answered and redirected incoming phone calls for office.

Education

High School Diploma -

Lincoln Park High School
Chicago, IL

Skills

  • Call center experience
  • Help desk support
  • Live chat support
  • Quality assurance
  • Verbal and written communication
  • Problem-solving abilities

Timeline

Customer Support Specialist

Cxloyalty
02.2022 - Current

Insurance Specialist

CCS Medical
06.2020 - 01.2022

HR Assistant

Genpact
02.2015 - 12.2019

High School Diploma -

Lincoln Park High School

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Morgan Pierce