Olivia Singleton-Seitz
Columbus
Summary
Experienced customer service professional with a strong desire to excel in a management role within a dynamic and expanding company. Proven ability to train and develop staff, fostering strong relationships with both team members and clients. Highly self-motivated with excellent communication skills and proficient in various computer systems. Comprehensive background in customer service, management, and insurance, well-equipped to contribute to the success of any organization.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Conduent State Healthcare
10.2022 - 09.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
Retention Customer Service Representative
DIRECTV
04.2021 - 06.2022
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Facilitated open communication between customers and management when needed, acting as a liaison to address any escalated concerns.
- Conducted thorough investigations of customer complaints, working diligently to find resolutions that satisfied all parties involved.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
Customer Care Advocate
Alliance Data
01.2019 - 02.2020
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
Member Care Representative 2
Nationwide Mutual Insurance Company
06.2017 - 10.2018
- Spent ample time with each customer going over and explaining documents to ensure that they understood key information.
- Followed up with customers on unresolved issues.
- Researched and resolved routine and complex issues.
- Calculated adjustments, premiums, and refunds.
- Reviewed and verified data, including addresses, phone numbers, names, ages, and values.
- Modified, updated and processed existing policies.
- Assisted independent and exclusive agencies with policy changes and questions.
- Assisted business partners with verifying insurance coverage and limits.
- Maintained daily call flow and provided documented notes for calls.
Trainer/Customer Service Representative
JCPenney Logistics Center
10.2014 - 10.2016
- Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.
- Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.
- Extensively trained new and existing employees.
- Monitored participant workflow and behaviors throughout the training process.
- Accurately documented, researched and resolved customer service issues.
- Met or exceeded service and quality standards every review period.
- Resolved service, pricing and technical problems for customers and stores.
- Answered a constant flow of service calls with calls in queue.
- Met and exceeded sales performance goals daily and quarterly.
Store Manager/First Assistant Store Manger
Family Dollar
09.2012 - 10.2014
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Scheduled staff shifts to cover peaks and managed allocated hours.
- Investigated and resolved customer complaints in an empathetic manner.
- Promoted from Cashier to Assistant Manager within 3 months.
- Reported to the district and regional manager all store and staff issues.
- Conducted store inventories once per week as well as participated in weekly conference calls.
- Assigned employees to specific duties to best meet the needs of the store.
- Handled cash deposits, bank runs and paperwork daily.
- Conducted and assisted in interviewing, hiring and on boarding of new employees.
- Effectively managed payroll and timekeeping , including completion of the proper paperwork for new hires and terminations.
- Ran markdown reports, managed store replenishment and analyzed buying reports.
Fax Expediter / Crew Trainer
Chipotle Mexican Grill Inc
02.2009 - 12.2012
- Designated to handle all fax, online and catering orders. Also was in charge of local marketing for restaurant and donations for local organizations.
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Managed food prep and order for 200+ guests for special events.
- Routinely supported other areas of the restaurant as requested, including answering phones and completing financial transactions.
- Selected to become a designated store trainer within the district and attended training seminars for the company.
- Assisted in management of front end of restaurant.
Education
High School Diploma -
Focus Learning Academy
2008
Skills
- Insurance industry experience
- Strong Administrative Skills
- Goal and detail -oriented
- Data Entry Proficiency
- Staff training and development
- Excellent communication skills
- Experienced with MS Windows Operating System
- Reliable Key Holder
- Dedicated Work Ethic
- Expertise in Cash Management
- Strategic Sales Proficiency
- Customer Retention Strategies
- Customer service and support
Timeline
Customer Service Representative
Conduent State Healthcare
10.2022 - 09.2024
Retention Customer Service Representative
DIRECTV
04.2021 - 06.2022
Customer Care Advocate
Alliance Data
01.2019 - 02.2020
Member Care Representative 2
Nationwide Mutual Insurance Company
06.2017 - 10.2018
Trainer/Customer Service Representative
JCPenney Logistics Center
10.2014 - 10.2016
Store Manager/First Assistant Store Manger
Family Dollar
09.2012 - 10.2014
Fax Expediter / Crew Trainer
Chipotle Mexican Grill Inc
02.2009 - 12.2012
High School Diploma -
Focus Learning Academy
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