ROBBIE DEAL
Killeen,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
CUSTOMER SERVICE ACCOUNT EXECUTIVE
Couranto
04.2024 - 07.2024
- Monitored incoming emails, phone calls, and web chats for timely response according to company standards
- Tracked progress of open cases using internal systems in order to meet established deadlines
- Ensure follow-up with the dedicated Customer Service Assistant to confirm that Zendesk tickets are resolved within the contracted Service Level (SLA)
- Highly skilled in utilizing Zendesk, Microsoft Office Suite, Zoom, and Slack for efficient workflow management and communication.
- Managed approximately 200 or mor incoming emails Zendesk Tickets and Service Tickets per day from customers.
MEMBER SERVICE REPRESENTATIVE
Health Equity
11.2021 - 01.2024
- Managed and provided information about members benefits such as: flexible spending accounts, health savings accounts, health reimbursement accounts and commuter accounts
- Informed members of ways to improve their knowledge and understanding of benefits members received, such as pay My provider, reimbursements, and detailed explanations of benefits receive
- Investigated and submitted cases to Client Services to reach out to their employers about any missing payroll contributions, accounts being closed by employers without any explanation to health equity and any demographics that e were not able to change per employers request
- Documented all concerns and kept thorough records of reasons members called, explanations given, and call' resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
02.2021 - 10.2021
- Answered incoming calls about members health savings account such as: account balances, card transactions, questions about how to invest their funds once their savings account balance has reached $2000 or more
- Advised members how to utilize and get familiar with their online accounts such as: sending contributions, distributions, close out their savings account, transfer funds to new employer, review forms, and tax information
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Handled customer complaints and inquiries in a courteous and efficient manner.
CUSTOMER SERVICE REPRESENTATIVE
Aegis
09.2010 - 12.2013
- Receive and process customer orders via phone, email, or online platforms
- Enter order information into the company's order management system
- Handle and validate confidential information such as invoices and program applications for accuracy of data and completion of required information for program qualification.
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%'
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
CUSTOMER SERVICE REPRESENTATIVE
GC Services
10.2008 - 09.2010
- Assisting customers with understanding their bills, processing payments, setting up payment plans, and handling billing disputes
- Managing requests for new service connections, disconnections, service transfers, and upgrades
- Support other areas of responsibilities including but not limited to trouble/outage, EE and IQP incoming and outgoing call types
- Educated customers about how to lower their electric bill and how-to seek assistance for low income
- Provide excellent customer service, handle a high volume of calls and inquiries, and resolve issues efficiently and professionally.
Education
Bachelor of Arts - Accounting
Strayer University
Killeen, Texas06.2028
High School Diploma -
Ellison
Killeen, Texas05.1997
Skills
- Microsoft Suite Skills
- Customer Service
- Remote Office Availability
- Salesforce CRM
- SaaS
- Zendesk
- Microsoft Suite Programs
- Office equipment proficiency
- CRM Software
- Email Etiquette
References
- Jennifer Pick, Account Development Manager, (561) 729-6270, jpick@couranto.com
- Hannah Collins, Team Supervisor, (423) 506-7245, bananahannah85_@hotmail.com
- Michelle Novin, Supervisor, (480) 326-0646, meechar1@hotmail.com
Timeline
CUSTOMER SERVICE ACCOUNT EXECUTIVE
Couranto
04.2024 - 07.2024
MEMBER SERVICE REPRESENTATIVE
Health Equity
11.2021 - 01.2024
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
02.2021 - 10.2021
CUSTOMER SERVICE REPRESENTATIVE
Aegis
09.2010 - 12.2013
CUSTOMER SERVICE REPRESENTATIVE
GC Services
10.2008 - 09.2010
Bachelor of Arts - Accounting
Strayer University
High School Diploma -
Ellison
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