Rachael Grguric
Hostetter,PA
Summary
Dynamic Customer Care Advocate with over 10 years of experience, excelling in inbound and outbound calling. Proven ability to enhance customer satisfaction through effective problem-solving and exceptional communication skills. Recognized for maintaining meticulous call documentation and fostering positive relationships, ensuring a seamless customer experience.
Overview
16
16
years of professional experience
Work History
Customer Care Advocate
Highmark
Remote
09.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Enhanced company reputation through exceptional customer service and follow-up on inquiries.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
- Leveraged strong listening skills to identify customer needs and recommend appropriate solutions or alternatives.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Care Representative
Caremark
Remote
05.2023 - 05.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Logged call information and solutions provided into internal database.
- Answered incoming calls promptly and professionally. addressing member inquiries with empathy and understanding.
- Responsible for managing, educating. and assisting members with their prescription related benefits.
- Navigated through multiple computer systems to review information and respond appropriately to callers.
- Assisted members with navigating the company's website to locate desired information.
- Updated member accounts, addresses and contact information within cal management databases.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Managed difficult situations calmly and effectively while maintaining positive attitude towards members.
Enumerator
US Census Bureau
Westmoreland County
07.2020 - 09.2020
- Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
- Maintained accurate records of completed surveys, contact information, and other relevant data as required by the project scope.
- Conducted interviews to citizens in the community
- Responsible for collecting field data.
Customer Service
Clems Cafe
Blairsville, PA
02.2016 - 07.2017
- Greeted incoming customers and provided reliable, friendly customer service.
- Served menu items to customers
- Operated cash register
- Kept the tables and surrounding areas clean and tidy
- Prepped and and prepared food items for their individual containers
Customer Service
Walmart
Latrobe, PA
04.2009 - 02.2016
- Credit cards, checks. giftcards, and coupons were all processed by me
- Provided excellent customer service by scanning and bagging groceries quicky and courteously, as well as answering phones
- Helped customers by answering their questions and completing their requests
- Handled POS transactions such as checks, cash, credit card purchases, and refunds
- Was in charge of arranging and stocking merchandise, also keeping the checkout areas clean and orderly
- Handled customer complaints and took the necessary steps to resolve their problems
Education
Greater Latrobe Senior Highschool
GED -
Commonwealth of Pennsylvania
03.2021
Skills
- 10 years Customer service
- Inbound and Outbound Calling
- Verbal and written communication
- Online chat
- Patience
- Call documentation skills
- Attention to detail
- Problem solving
- Time management
- Calm and professional under pressure
- Organization
- Active learning
- Call center experience
- Data entry proficiency
- Complaint handling
Timeline
Customer Care Advocate
Highmark
09.2024 - Current
Customer Care Representative
Caremark
05.2023 - 05.2024
Enumerator
US Census Bureau
07.2020 - 09.2020
Customer Service
Clems Cafe
02.2016 - 07.2017
Customer Service
Walmart
04.2009 - 02.2016
Greater Latrobe Senior Highschool
GED -
Commonwealth of Pennsylvania