Hi, I’m
Ra'Quila Schenck
Felton,DE
Summary
Successful customer service representative with Ten years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.
Overview
14
years of professional experience
1
Certification
Work History
VehoPhiladelphia, PA
Customer Service Associate
02.2021 - Current
Job overview
- Review assigned workflows and additional updates for delivery markets.
- Provide customers with support and reassurance by responding to messages regarding their deliveries.
- Review expectations channels to ensure deliveries were placed in the correct location.
- Update account histories to reflect events that occurred surrounding deliveries.
- Communicate with team leads for issues that may need to be escalated.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cultivated relationships with new customers by updating drop-off instructions and reroute request upon requests.
- Handled inbound customer chat conversations and online inquiries.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Identified and documented detailed business rules and use cases based on requirements analysis.
- Review assigned audit spreadsheets weekly upon request by payroll deadline.
- Provided technical support to customer with device lock out issues.
Globo Language Solutions LLCJenkintown, PA
Customer Service Associate
09.2019 - Current
Job overview
- Answered inbound calls from participating clients with limited English proficient personnel that required interpretation services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted call-in customers with questions and orders.
- Provide concierge outbound calls.
- Submit escalation emails to the proper administrative personnel.
- Submit a request for Onsite, Video, and Telephone interpretation upon request.
- Accept VRI calls to provide a successful connection.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assist call-in customers with questions and orders.
- Escalated customer concerns, store issues, and inventory requirements to supervisors.
ModsquadPhiladelphia, PA
Customer Service Representative
01.2017 - 08.2019
Job overview
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Independence Blue CrossPhiladelphia, PA
Customer Service Representative
02.2017 - 11.2017
Job overview
- Assisted approximately 180 customers each day with account questions
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Placed outbound calls to follow up on inquire.
- Preformed detailed rapport regarding benefits for participating and out of network providers.
- Increased revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Documented conversations with customers to track requests, problems, and solutions.
OptumHorsham, PA
Customer Service Representative
08.2016 - 02.2017
Job overview
- Answered inbound calls from United health care members and Providers.
- Escalate calls upon request.
- Assisted members with making their premium payments.
- Update demographic information.
- Explain rebilling for participating customers.
- Renew and extend AARP memberships with members as a courtesy to help them receive discounts and be able to make updates to their existing account.
MUSIC & ARTS, Pa
Data Entry Clerk
07.2016 - 08.2016
Job overview
- Input client information into spreadsheets and company databases to provide leaders with quick access to essential client data.
- Verify payment method and billing address.
- Processed inquiry to the next tier.
- Sent completed entries to manager for evaluation and final approval.
- Scanned documents and saved them in a database to keep records of essential organizational information.
- Outlined appropriate processes and procedures to fulfill and complete inquiries.
- Identified and corrected data entry errors to prevent duplication across systems.
Connect AmericaBala-Cynwyd, PA
Lead nurture/ Customer service Rep
02.2016 - 07.2016
Job overview
- Utilized leads of interested clients to place outbound calls using salesforce.
- Responsible for quality customer service and marketing and sales.
- Educated customers of the benefits of having a medical Alert.
- Planned schedules and workflows based on expected customer demands.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Highmark HealthBlue Bell, PA
Provider Service Representative
05.2014 - 05.2015
Job overview
- Answered provider telephone calls promptly to avoid on-hold wait times.
- Issued accurate benefit and claim information to providers using ICD-9 and INSINQ for accurate claim information.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
IDT EnergyPhiladelphia, PA
Sales Agent Representative
07.2013 - 04.2014
Job overview
- Broadened territories and negotiated successful contracts by seeking out new clients and utilizing leadership skills.
- Recommended accurate and effective solutions to customers after identifying problems.
- Proactively managed client correspondence and recorded all tracking and communications.
- Liaised between parties to coordinate schedules, payments, and allocations while managing customer accounts.
- Communicated with customers to understand needs and recommend appropriate solutions.
Highmark HealthBlue Bell, PA
Customer Service Representative
01.2013 - 07.2013
Job overview
- Acted as first point of contact and set appointments for prospective members.
- Handled complaints and questions, and re-directed calls to other team members as appropriate.
- Operated multi-line telephone system to independently handle over 150 calls each day.
- Called Members to coordinate schedules and set appointments.
- Routed incoming mail and messages to relevant personnel without delay.
- Answered phone calls and answered questions from potential members.
Public Power LLCPhiladelphia, PA
Sales Agent
11.2012 - 05.2013
Job overview
- Handled administrative aspects of sales by completing customer contracts and warranties and accepting and processing payments.
- Generated advertising brochure for vendor use.
- Increased product appeal and customer experience by interacting directly with 20 customers per week.
- Conducted research on insurance packages and investment options to generate client recommendations.
- Approached browsing customers to initiate conversations to determine buying preferences.
Monarch recovery managementPhiladelphia, PA
Debt Collector
01.2012 - 11.2012
Job overview
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Set updrafts and processed immediate payments after conducting thorough research and analysis of account.
- Delivered exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances.
PrimericaPhiladelphia, PA
Life Insurance Broker
01.2011 - 02.2012
Job overview
- I attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Provided coverage option information to assist clients in protecting assets.
- Approached potential clients by using direct marketing techniques, including mailings and phone contacts.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Upsold additional products and services after identifying customer needs and requirements.
Education
Independence UniversitySalt Lake City, UT
Certified Medical Assistant from Healthcare
06.2022
Hope Charter SchoolPhiladelphia, PA
GED
06.2011
Skills
- Empathetic and genuine
- Data Analysis
- Assertive
- Creative problem solving
- Medical terminology knowledge
- Good listening skills
- Documentation and reporting
- Inbound and Outbound Calling
- Customer Complaint Resolution
- Multi-line phone talent
- Service standard compliance
Certification
Manging bias Training - 2020
Harassment & Discrimination Prevention for Non- Supervisors- 2020
Diversity: Inclusion in the Modern Workplace training- 2020
Manging bias Training - 2020
Licensed Life insurance Agent - 2011-2012
Timeline
Customer Service Associate
Veho
02.2021 - Current
Customer Service Associate
Globo Language Solutions LLC
09.2019 - Current
Customer Service Representative
Independence Blue Cross
02.2017 - 11.2017
Customer Service Representative
Modsquad
01.2017 - 08.2019
Customer Service Representative
Optum
08.2016 - 02.2017
Data Entry Clerk
MUSIC & ARTS
07.2016 - 08.2016
Lead nurture/ Customer service Rep
Connect America
02.2016 - 07.2016
Provider Service Representative
Highmark Health
05.2014 - 05.2015
Sales Agent Representative
IDT Energy
07.2013 - 04.2014
Customer Service Representative
Highmark Health
01.2013 - 07.2013
Sales Agent
Public Power LLC
11.2012 - 05.2013
Debt Collector
Monarch recovery management
01.2012 - 11.2012
Life Insurance Broker
Primerica
01.2011 - 02.2012
Independence University
Certified Medical Assistant from Healthcare
Hope Charter School
GED
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