Robin Cook
Newport News,VA
Summary
Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills.
Overview
18
18
years of professional experience
4
4
Certificate
Work History
Enrollment Specialist
Health Net Federal Services LLC
02.2019 - 12.2019
- Updated, entered and reviewed customer data.
- Communicated effectively via telephone and email with prospective customers.
- Processed new enrollment, changes to enrollment and enrollment fee collections.
- Reviewed documents and payments to complete enrollment guidelines.
- Exceeded performance expectations by 25% for 9 consecutive months.
Customer Service Representative
Salem Enterprise Solutions
07.2016 - 02.2019
- Handled 50 + inbound customer inquiries concerning services, products and billing.
- Provided customers and health care staff with details regarding benefits.
- Answered constant flow of customer calls with minimal wait times.
- Processed primary care manager, authorizations and address changes.
- Educated members of outstanding co-payments and premium information.
Account Services Representative
Sprint Corporation
05.2011 - 04.2016
- Assisted 50 + inbound customers inquires on products, technology devices and price plans.
- Identified new opportunities and cultivated leads to consistently meet sales goals and increase business growth.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates by 10%.
- Met customer call guidelines for service levels, handle time and productivity by 25%.
- Investigated and resolved customer inquiries and complaints quickly.
Consumer Sales Supervisor
TRG Customer Solutions
02.2002 - 01.2011
- Supervised day to day activities 20 + call center agents.
- Trained team members in successful strategies to meet operational and sales targets.
- Effectively coached team members to reach weekly and monthly sales goals.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products by 15%.
Education
High School Diploma -
Warwick High School
Newport News, VA06.1982
Skills
- Excellent Communication Skills
- Problem Solving Abilities
- Active Listening
- Empathy and Patience
- Conflict Resolution
- Technical Proficiency
- Multitasking
- Customer Satisfaction Focus
- Handling Escalations
- Record Keeping
- Team Leadership
- Performance Management
Timeline
Enrollment Specialist
Health Net Federal Services LLC
02.2019 - 12.2019
Customer Service Representative
Salem Enterprise Solutions
07.2016 - 02.2019
Account Services Representative
Sprint Corporation
05.2011 - 04.2016
Consumer Sales Supervisor
TRG Customer Solutions
02.2002 - 01.2011
High School Diploma -
Warwick High School
- Certified Enrollment Specialist - CES
- Certified Customer Service Representative - CSSR
- Certified Call Center Supervisor - CCCS
- Certified Call Center Professional - CCCP
Certification
- Certified Enrollment Specialist - CES
- Certified Customer Service Representative - CSSR
- Certified Call Center Supervisor - CCCS
- Certified Call Center Professional - CCCP
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