Moriah Randle-Scott
Newport News,VA
Summary
Seeking challenging, yet rewarding role where I can leverage my 8+ years of experience providing efficient, empathetic support to a wide range of customers.
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Overview
10
10
years of professional experience
Work History
Customer Care Representative II
Elevance Health Inc
10.2019 - Current
- Applied active listening techniques to de-escalate critical member concerns and communicate best solutions, achieving a 95% positive resolution rate.
- Led outbound calling efforts for 200+ customers with unresolved issues, decreasing escalations by 30% through effective problem-solving.
- Achieve a 95% first-call resolution rate by actively listening to customer concerns and delivering tailored solutions.
- Sustained customer satisfaction ratings exceeding 95%
- Utilize multiple systems for research and problem solving.
- Ensure compliance with HIPAA statutes.
- Worked within 5 lines of businesses to accommodate company goals.
Enrollment Specialist
Maximus
11.2017 - 10.2019
- Exceeded quantitative metrics on customer satisfaction, achieving consistent 100% quality assurance score.
- Optimized call management processes achieving 95% first call resolution with customers
- Using multiple systems to ensure tasks are completed and processed in an accurate and timely manner for case management.
Senior Advisor
IBEX Global
03.2016 - 11.2017
- Resolved an average of 80 customer inquiries daily with a 96% customer satisfaction
- Resolved 95% inbound inquiries, using multiple integrated systems for efficiency.
- Managed outbound call initiatives to customers with ongoing issues.
- Anticipated customer pain points ahead of time, and demonstrated product and service usage to help customers get the most from their purchases.
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume.
- Collaborated with the CS manager on Quality Assurance Project, which resulted in 30% decrease in customer complaints.
Education
Bachelor of Science - Health Services Management
Norfolk State University
Norfolk, VA12.2015
Skills
- Strong Interpersonal and Communication Skills
- Detailed and Goal Oriented
- Data Entry Services
- Problem solving
- Emotional Intelligence
- Product knowledge
- Multitask with multiple Interconnected Systems
- MacOS
Timeline
Customer Care Representative II
Elevance Health Inc
10.2019 - Current
Enrollment Specialist
Maximus
11.2017 - 10.2019
Senior Advisor
IBEX Global
03.2016 - 11.2017
Bachelor of Science - Health Services Management
Norfolk State University