Patrick Thompson
Jackson,MS
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
UnitedHealthcare
06.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Verified patient insurance coverage and benefits for medical claims.
- Filled and dispensed medication prescriptions accurately as ordered by physicians.
- Explained medication use and side effects under pharmacist direction.
Customer Care Associate
Alorica
02.2018 - 06.2021
- Maintained good call control to quickly uncover questions and keep call times low.
- Navigated multiple computer systems and applications to find information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
Call Center Representative
Comcast, Xfinity
05.2013 - 02.2018
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Educated customers on company systems, form completion, and access to services.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
BBA - Small Business Administration And Management
Strayer University
Washington, DC01.2028
GED -
MS Job Corps
Crystal Springs, MS12.2010
Skills
- Product Knowledge
- Data Entry
- Complaint Resolution
- Problem-Solving Abilities
- Building Rapport
- Computer Proficiency
- Product Sales
- De-Escalation Techniques
- Problem Resolution
- Technical Support
- Customer Service
Timeline
Customer Service Representative
UnitedHealthcare
06.2021 - Current
Customer Care Associate
Alorica
02.2018 - 06.2021
Call Center Representative
Comcast, Xfinity
05.2013 - 02.2018
BBA - Small Business Administration And Management
Strayer University
GED -
MS Job Corps
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