Petronelle Etoteya
Fort Worth,TX
Summary
Experienced, reliable, and dedicated customer service professional with extensive experience experience in retail, finance, telecommunication, and healthcare customer services. Committed and motivated to maintain customer satisfaction and provide high quality of service to contribute to the company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Patient Access Specialist (Contract)
Cencora (Spectraforce)
Raleigh, NC
10.2023 - 03.2024
- Provided advanced services to patients, providers and caregivers. Services included but not limited to: Billing and coding support, claims assistance, coordination and verification of health insurance benefits, advanced alternate coverage research, Appeals/Denials.
- Coordinated with internal and external service providers to ensure services are performed in accordance with program policy and within expected service level agreements (SLA).
- Reported any reimbursement trends/delays such as billing denials, claim denials, pricing errors, or payments to management team and processed any necessary correspondence.
Broadband Social Media Escalation Specialist
AT&T ([24]7. Ai)
Dallas, TX
03.2023 - 10.2023
- Assisted an average of 30 customer inquiries per day through chat (Instagram, Facebook, Twitter, and Email, maintaining a 90% customer satisfaction rating
- Successfully troubleshooted internet issues for over 100+ customers weekly, resulting in a 10% decrease in repeat issues
- Scheduled and coordinated technician appointments for 400+ customers monthly, ensuring timely resolution of service issues.
Customer Service Specialist
Klarna ([24]7. Ai)
Dallas, TX
09.2022 - 03.2023
- Handled an average of 30 customer service inquiries daily via voice/phone, resulting in a 40% reduction in call waiting time
- Assisted customers in comprehending billing statements, transactions, balances, and payments, leading to a 12% decrease in billing-related escalations
- Managed and updated customer profiles for over 200+ clients monthly, ensuring meticulous documentation and information accuracy
- Educated clients about KLARNA services, operations, and procedures, contributing to a 15% increase in customer knowledge and satisfaction
- Provided exceptional customer service to every customer by utilizing in-depth knowledge of products and services, resulting in a 92% customer satisfaction rating and numerous positive reviews.
Customer Service Escalation Specialist
BJ's ([24]7. Ai)
Dallas, TX
10.2021 - 09.2022
- Utilized specialized software and tools to efficiently resolve an average of 50 customer inquiries daily, resulting in a 25% reduction in resolution time
- Achieved over 96% customer satisfaction rating by resolving issues promptly and providing friendly and knowledgeable service
- Successfully processed, set up, and activated over 140 customer membership accounts, ensuring a smooth onboarding process
- Processed over 1000 customer requests for products and services monthly while maintaining adherence to security procedures
- Actively promoted services and products, resulting in a 20% increase in customer engagement and sales.
Customer Service Representative
Virtual Service Operation Contract
Dallas, TX
01.2021 - 07.2021
- Assisted an average of 60 customers daily with applying for unemployment benefits, resulting in a 20% increase in successful applications compared to the previous quarter
- Processed over 500 benefit claims per month, maintaining a 94% accuracy rate in claim certification
- Resolved approximately 80+ fraud issues per month, reducing fraudulent claims by 30%
- Documented and resolved customer service issues with a 98% accuracy rate, ensuring customer satisfaction and retention
- Managed a high call volume of 100+ calls per day, maintaining an average call duration of 10 minutes and achieving a customer satisfaction rating of 95%.
Education
High School Diploma -
Saint Ignace College
Kinshasa, DR Congo06-2015
Some College (No Degree) - Associate of Science (Currently attending)
Dallas College
Dallas, TXSkills
- Bilingual
- Customer service excellence
- Teamwork and Collaboration
- Problem-solving abilities
- Adaptability and Flexibility
- Effective Communication (Verbal & Written)
- Organizational Skills
- Document and Records Management
- Transaction Processing
- CRM
- Mars
- OMS
- CAP
- Slack
- Sprinklr
- Zendesk
- Salesforce
- MS Office Suite
- MS Team
Languages
English
Full Professional
French
Native/ Bilingual
Timeline
Patient Access Specialist (Contract)
Cencora (Spectraforce)
10.2023 - 03.2024
Broadband Social Media Escalation Specialist
AT&T ([24]7. Ai)
03.2023 - 10.2023
Customer Service Specialist
Klarna ([24]7. Ai)
09.2022 - 03.2023
Customer Service Escalation Specialist
BJ's ([24]7. Ai)
10.2021 - 09.2022
Customer Service Representative
Virtual Service Operation Contract
01.2021 - 07.2021
High School Diploma -
Saint Ignace College
Some College (No Degree) - Associate of Science (Currently attending)
Dallas College
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