Porscha Evans

• Responded to customer inquiries with accurate information and support.
• Processed claims and resolved issues using company systems and protocols.
• Collaborated with team members to enhance customer service strategies.
• Maintained detailed records of customer interactions for future reference.

Connect with an average of 50 to 80 inbound and outbound callers per day, including members and physicians' offices. Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations, down to granular details such as arranging for transportation to facilities, and parking. Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options. Meet or exceed performance metrics related to the ability to educate members to choose to convert to preferred facilities. Multitask and research each case, toggling through various applications on multiple screens. Demonstrate a full understanding of various health plans across multiple states. Inform members of denials of service requests based on unapproved locations, de-escalate upset callers, and redirect them to select locations and services that are covered.

• Recorded and modified information accurately within computer systems and databases.
• Assisted customers with inquiries through phone and chat support systems.
• Documented customer interactions in the customer relationship management system.
• Resolved customer complaints using company policies and procedures effectively.
• Collaborated with team members to enhance service delivery and efficiency.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Resolved customer issues in a timely manner.
• Followed up with customers to ensure their satisfaction with the resolution of their issue.
• Communicated courteously with customers by telephone, email, or chat systems.
• Updated existing customer information as needed in company databases.
• Answered incoming customer calls regarding product inquiries, orders, and complaints.
• Updated customer accounts, addresses and contact information within call management databases.
• Utilized problem-solving techniques when resolving challenging customer issues.
• Consulted with customers regarding needs and addressed concerns.
• Maintained accurate records of customer interactions and transactions.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

• Facilitated online order placements and managed payment adjustments.
  Addressed customer service inquiries regarding account issues effectively.
• Assisted customers with product selection and inquiries.
• Processed transactions accurately using point-of-sale systems.
• Resolved customer complaints with empathy and professionalism.
• Helped customers find specific products, answered questions, and offered product advice.
• Greeted customers and provided exceptional customer service.
• Customer-focused support specialist with proven experience managing inbound/outbound calls, emails, chats, and callback interactions in high-volume environments. Skilled in de-escalating sensitive situations with empathy and active listening, particularly involving cybersecurity-related claims. Strong attention to detail, technical proficiency, and a calm demeanor under pressure enable the delivery of accurate information, efficient resolutions, and exceptional customer satisfaction.
• Provided support to sales teams by creating marketing materials, writing proposals, and responding to customer inquiries.
• Provided customer service and technical support to clients via phone, email, chat, and other channels.

• Facilitated customer experience transfers to T-Mobile through inbound and outbound calls.
• Utilized CRM software to track customer interactions and manage leads.
• Upgraded lines from 3G to enhance service quality.
• Promoted products and services through effective outbound calling campaigns.
• Managed sales of phones, including promotional offers for customers.
• Engaged customers through outbound calls to promote products and services.
• Collaborated with team members to develop effective sales strategies.
• Provided information and answered questions about products to potential clients.
• Followed up with clients to ensure satisfaction and address concerns promptly.
• Maintained accurate records of customer interactions for reporting purposes.
• Delivered exceptional service to enhance customer relationships and loyalty.
• Gathered feedback from customers regarding their experiences with our products and services after purchase or use of them.
• Adhered to company policies and procedures while handling customer inquiries.
• Answered incoming calls from customers and provided excellent customer service.
• Explained product features, benefits, pricing, and availability to customers in a clear manner.
• Conducted outbound sales campaigns for new products and services as well as existing ones.
• Assisted other departments within the organization with tasks related to sales initiatives or campaigns.
• Resolved customer complaints quickly and efficiently via telephone interaction.
• Followed script to share product features, pricing and benefits.
• Identified customer needs and offered appropriate solutions to meet their requirements.

Customer Service Representative – Claims Support.

• Coordinated appointment scheduling for Medicare customers and contacted doctors or providers for enrollment of new eligible customers receiving inbound calls.

Support Services – Remote.

• Respond to inbound and outbound calls, chats, emails, and callbacks from claimants regarding cybersecurity-related incidents, ensuring clarity, empathy, and professionalism.
• Apply active listening strategies to de-escalate emotional or distressed callers, helping to build trust and reduce frustration, in alignment with Verint’s customer service principles.
• Analyze complex claim scenarios, think critically within regulatory frameworks, and provide accurate information, or escalate appropriately.
• Ensure complete and accurate data entry in CRM systems while maintaining strict confidentiality and compliance with data protection protocols.
• Navigate multiple software platforms simultaneously to manage workflow, track claims, and provide real-time support.
• Maintain emotional composure under pressure during high call volumes, or emotionally charged situations.
• Consistently achieve high CSAT scores through dedication to customer support, empathy, and timely resolution.
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• Assisted customers with healthcare inquiries and provided accurate information.
• Processed medical claims and ensured compliance with industry regulations.
• Collaborated with healthcare providers to resolve patient issues promptly.
• Educated clients about insurance options and covered services thoroughly.
• Maintained up-to-date knowledge of healthcare policies and procedures regularly.
• Trained new team members on workflows and customer service best practices.
• Utilized CRM software to track interactions and enhance customer experience effectively.

• Conducted outbound calling campaigns targeting clients for Republican fundraising efforts
• Documented customer interactions in the CRM system for tracking.
• Developed fundraising strategies to enhance donor engagement and retention.
• Coordinated events to promote nonprofit mission and attract potential sponsors.
• Managed donor databases using CRM systems for efficient record-keeping.
• Collaborated with team members to create compelling fundraising materials.
• Conducted outreach campaigns to identify and cultivate new donor relationships.
• Assisted in grant writing to secure funding from various organizations.
• Organized volunteer efforts to support fundraising initiatives and events.
• Trained new staff on best practices for donor communication and engagement.
• Raised funds by coordinating events.
• Processed donor contributions including tracking funds received and issuing receipts or thank you notes.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Completed day-to-day duties accurately and efficiently.

• Served as inbound call agent for roadside assistance, coordinating support for customers experiencing vehicle breakdowns or fuel shortages
• Coordinated roadside assistance requests and dispatched service providers promptly.
• Assisted customers with vehicle issues, providing guidance and support during emergencies.
• Utilized GPS and mapping tools to locate stranded vehicles efficiently.
• Documented service interactions accurately in the company's digital system.
• Communicated clearly with customers to gather essential vehicle information.
• Collaborated with team members to enhance response times and service quality.
• Trained new agents on procedures and customer service standards effectively.
• Managed high-volume calls while maintaining professionalism and composure under pressure.
• Maintained accurate records of all roadside assistance requests and services provided.
• Verified customer's identity prior to providing services or releasing personal items.
• Documented customer complaints and reported them to supervisors for resolution.
• Communicated effectively with service providers to ensure quality service delivery.
• Coordinated with insurance companies for service coverage verification.
• Performed emergency repairs such as replacing hoses, belts, fuses, bulbs and other components when needed.
• Provided accurate ETA updates to customers waiting for service.
• Managed a high volume of emergency calls with professionalism and empathy.
• Recognized potential hazards during roadside operations and took corrective action.
• Followed up with customers after completion of job to ensure satisfaction with results.
• Adhered to company safety protocols while performing roadside work activities.
• Coordinated timely dispatch of roadside assistance services to stranded motorists.
• Resolved customer complaints and issues in a timely and effective manner.
• Researched parts availability from suppliers in order to complete repairs quickly.
• Tracked and reported on service delivery metrics to improve response times.