Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
Work History
911 Emergency Dispatcher
911 Telecommunications Dispatcher
REMOTE
10.2022 - 10.2023
Questioned callers to determine nature of problems and locations to direct type of response needed.
Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
Read system maps and caller information, and documented details in system.
Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
Healthcare Customer Service Representative
Aetna, A CVS Health
08.2018 - 10.2022
Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Supported accounts receivable operations within assigned functions.
Identified, analyzed and researched systemic issues and made recommendations for resolution.
Verified insurance eligibility and coverage for patients.
Investigated insurance claims denials and appeals.
Customer Service Representative Specialist
AT&T
REMOTE
01.2017 - 08.2018
Offered advice and assistance to customers, paying attention to special needs or wants.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Updated account information to maintain customer records.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.