Nasje PEACOCK
Clayton,NC
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History of managing high call volume and sustaining satisfactory relationships with customers. Offers empathetic and quality customer support paired with outstanding active listening skills.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Rainbow 2 Sunshine Diagnostics
Raleigh, NC
11.2022 - Current
- Provided excellent customer service support to all customers and consumers
- Developed strong customer relationships to encourage repeat business.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Prevented key account losses by researching discrepancies and correcting problems.
- Made outbound calls to obtain account information.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Support Specialist
Conduent
Cary, NC
07.2020 - 11.2022
- Verified accuracy of customer data entered into the system.
- Enrolled customers into new policies and assisted with making changes to existing accounts.
- Provided empathetic support to consumers experiencing difficulties or issues in their everyday life, policies and plans.
- Retained strong medical terminology understanding in effort to better comprehend procedures.
- De-escalate tough situations and phone calls by providing specific explanations and resolutions to correct customer concerns.
- Securely Collect HIPPA information while always following HIPPA guidelines.
- Advised customers on available coverage options that best fit their individual needs.
- Modified and updated existing policies and claims to reflect change in beneficiary, amount of coverage or type of insurance.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
Customer Support Representative
Xerox
Cary, NC
06.2016 - 08.2020
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Identified opportunities to improve customer experience and suggested changes accordingly.
- Shared knowledge with team to foster growth and collaboration.
- Responded promptly to complaints or requests from customers.
- Handled modification and updating of policies.
- Provided quotes on various types of insurance policies.
Education
Associate of Applied Science - Surgical Technology
Durham Technical Community College
Durham, NC06-2026
Skills
- Insurance Verification
- Team collaboration
- Active listening
- Data Entry
- Data Collection
- Complaint Resolution
Timeline
Customer Service Representative
Rainbow 2 Sunshine Diagnostics
11.2022 - Current
Customer Support Specialist
Conduent
07.2020 - 11.2022
Customer Support Representative
Xerox
06.2016 - 08.2020
Associate of Applied Science - Surgical Technology
Durham Technical Community College
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