Personable and dedicated Customer Support professional with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Motivated to maintain customer satisfaction and contribute to company success.
Hi, I’m
NARCIA SELLS
Riverside,CA
Summary
Overview
15
years of professional experience
Work History
Kaiser PermanenteRiverside, CA
Service Representative
01.2017 - 11.2021
Job overview
- Upheld strict standards for quality and performance.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
Kaiser PermanenteFontana, CA
Appointment Clerk
06.2015 - 01.2017
Job overview
- Made appointments for customers based on individual preferences.
- Recorded inquiries and calls into computer system.
- Managed approximately 50-80 customer calls daily, made appointments and addressed concerns or inquiries customers had.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Answered telephones and directed calls to appropriate staff members.
- Created and maintained accurate and complete records of all customer interactions in job-related software.
Verizon Wireless CorporationIrvine, CA
Care Coordinator I
03.2008 - 05.2014
Job overview
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Set up and activated customer accounts.
- Consulted with customers to resolve service and billing issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
Verizon Wireless CorporationIrvine, CA
Technical Support Representative
08.2006 - 03.2008
Job overview
- Served as first point of contact for incoming technical service calls and emails.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access and account issues.
- Developed and maintained strong relations with customers to meet quality expectations.
- Maintained up-to-date case documentation for future reference.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
Education
California State University - NorthridgeNorthridge
Bachelor of Arts from African American Studies: Social Science
05.2023
University Overview
- Awarded Coeur D'Alene Tribe Grant, Coeur D'Alene Tribal Council
Skills
- Customer Account Management
- Understanding Customer Needs
- Verbal and Written Communication
- Transaction Processing
- Customer Data Confidentiality
- Call Documentation
- Customer Retention Strategies
- Excellent Attention to Detail
- Billing Adjustments and Refunds
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- POS Systems and Ordering Platforms
- Data Entry and Maintenance
- Multitasking and Prioritization
- Creative Problem Solving
- Inter-Department Collaboration
- Microsoft Office Suite
- Computer Proficiency
- Cultural Awareness and Sensitivity
- Administrative and Office Support
- Promoting Brand and Company Identity
- Strong Analytical and Problem Solving Skills
- Efficient and Detail-Oriented
Timeline
Service Representative
Kaiser Permanente
01.2017 - 11.2021
Appointment Clerk
Kaiser Permanente
06.2015 - 01.2017
Care Coordinator I
Verizon Wireless Corporation
03.2008 - 05.2014
Technical Support Representative
Verizon Wireless Corporation
08.2006 - 03.2008
California State University - Northridge
Bachelor of Arts from African American Studies: Social Science
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