Mya Merritt
Winona,MS
Summary
Proven Customer Service Manager with a track record of enhancing customer satisfaction and loyalty at Conduent. Expert in problem-solving and Microsoft Office, adept at reducing complaints by over 30% through effective team leadership and customer-focused strategies. Specializes in conflict resolution and workflow management, ensuring high-quality service standards are met.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Conduent
Richmond VA
12.2021 - 06.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Insurance Specialist
Assurant
Remote
01.2018 - 11.2021
- 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.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Maintained high standards of customer service by building relationships with clients.
- Maintained a high level of industry expertise through continuous professional development courses and certifications in the field of insurance specialty.
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Time Management
- Training and mentoring
- Decision-Making
- Excellent time management skills
- Cash Handling
- Exceptional interpersonal communication
- Adherence to high customer service standards
- Complaint resolution
- Team Building and Leadership
- Effective workflow management
- Relationship Building
- Conflict resolution techniques
- Quality Assurance
- MS Office
- Handling Escalations
Timeline
Customer Service Manager
Conduent
12.2021 - 06.2024
Insurance Specialist
Assurant
01.2018 - 11.2021