Porchia Stelly
Houston,TX
Summary
Committed to delivering exceptional service and unmatched support, I excel in utilizing customer service best practices and exploring effective solutions to meet customer needs. As a skilled Customer Service Representative, I bring expertise in oral and written communication, active listening, and analytical problem-solving. Through service-oriented behaviors and a deep understanding of customer desires, enhanced experiences and foster loyalty by providing personalized solutions.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
Houston, TX
01.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Patient Care Representative
Alorica
Houston, TX
12.2023 - 04.2024
- Provided knowledgeable and compassionate service in response to patient questions and concerns.
- Helped patients understand care, coverage and payment responsibilities and rights.
- Worked with patients to appeal insurance decisions and coordinated with providers to resolve problems.
- Liaised with staff from diverse hospital departments to bring about effective resolutions to range of issues.
- Explained policies, procedures and services to patients.
- Addressed patients' complaints-head on, investigated concerns and worked with medical staff to devise solutions.
- Analyzed accuracy and completeness of patient documents such as insurance claims, medical bills and legal paperwork.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Administrative Office Manager
Aspire Printing
Houston, TX
12.2016 - 06.2023
- Assisted executive management with special projects as needed to support overall business objectives.
- Monitored inventory levels of office supplies, placing orders when necessary to prevent stock shortages.
- Coordinated events and meetings, resulting in seamless execution and positive attendee experiences.
- Conducted performance evaluations, providing constructive feedback to employees for continuous improvement efforts.
- Managed payroll and benefits administration to ensure accuracy and compliance with company policies.
Client Service Representative
AIG
Houston, TX
01.2009 - 12.2016
- Answered incoming phone calls and emails in a friendly and confident manner while presenting information accurately and efficiently.
- Educated the clients on how their policies/contracts
- Followed through on research items accurately and in a timely manner.
- Answered questions regarding 401K, 403B and IRA savings retirement plans
- Educated clients on IRS regulations for hardships and advised of taxes and penalties
- Processed transfer of value, rebalanced account and advised clients of account balance upon request
- Processed loan request for clients advising of payments, interest, IRS regulations also submitted payments for loans
Education
Associate Of Business Administration - Business Administration And Management
Houston Community College
05.2015
Skills
Interdepartmental collaboration
Compassionate client care
Personable nature
Technical assistance
Proactive problem solving
Report generation
Inbound and Outbound Calling
Problem-solving abilities
Retail sales customer service
Adaptive team player
Courteous demeanor
Claims processing
Conflict mediation
Client documentation
Reporting
Team Supervision
Staff development
Issue resolution
Issue and conflict resolution
Working collaboratively
Timeline
Patient Care Representative
Alorica
12.2023 - 04.2024
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
01.2023 - Current
Administrative Office Manager
Aspire Printing
12.2016 - 06.2023
Client Service Representative
AIG
01.2009 - 12.2016
Associate Of Business Administration - Business Administration And Management
Houston Community College