Rochelle Thomas
Customer Service
Clarksville,TN
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
Retail Sales Associate Cashier
Skyport/Nasnville International Airport
Nashville, TN
10.2023 - Current
- Computed purchases and received and processed cash or credit payments.
- Helped other team members as needed during peak business times.
- Participated in periodic inventory counts as assigned by management.
- Answered store and merchandise questions and led customers to wanted items.
- I maintained a clean and organized work area throughout the shift.
- Prepared merchandise for purchase or rental.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
Customer Service Representative
Humana
Clarksville, Tennessee
05.2023 - 08.2023
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Processed paperwork related to medical claims processing including authorizations, referrals, pre-certifications.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Collected payments from patients and entered them into the billing system accurately.
Retail Associate
Ross Stores
Las Vegas, NV
04.2019 - 07.2023
- Cash Handling
- Assist customers with exchanges and returns
- Some supervisory skills.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Engaged with customers to determine appropriate items to fit their needs.
- Assisted with special projects such as reorganizing the store layout or launching new products.
- Followed loss prevention strategies, minimizing theft.
- Opened and closed cash registers by counting money, separating charge slips, and balancing drawers.
Social Media Content Moderator
Telus International
Las Vegas, NV
08.2020 - 06.2021
- Moderated content for inappropriate behavior
- Completed 1400 tasks a day
- Maintained AHT 15 seconds, BMA 95%, BMC 85%, Accuracy 100%.
- Performed regular audits of existing moderation processes and procedures.
Customer Service Representative
CVS Health
Las Vegas, NV
06.2019 - 08.2020
- Assisted members with their prescription benefits
- Resolved customer issues and inquiries
- Processed prescription refills and payments
- Maintained metrics for ACW, AHT, and Quality.
Customer Service Representative
Sitel
Las Vegas, NV
07.2017 - 06.2019
- Worked for USAA-FNOL
- Assisted members with filing auto insurance claims
- Maintained metrics for ACW, AHT, Quality
- Worked for other campaigns like Equifax and AON.
Education
Diploma -
Rancho High School
06.1990
Skills
- Inbound and Outbound Calling
- Data Entry
- Paperwork Processing
- Data Collection
- Customer Relationship Management (CRM)
- Problem-Solving Abilities
- Reading Comprehension
- Typing Proficiency
- Microsoft Office Suite
- Retail Sales Customer Service
- Customer Service
- In-Store Support
- Positive and Professional
Timeline
Retail Sales Associate Cashier
Skyport/Nasnville International Airport
10.2023 - Current
Customer Service Representative
Humana
05.2023 - 08.2023
Social Media Content Moderator
Telus International
08.2020 - 06.2021
Customer Service Representative
CVS Health
06.2019 - 08.2020
Retail Associate
Ross Stores
04.2019 - 07.2023
Customer Service Representative
Sitel
07.2017 - 06.2019
Diploma -
Rancho High School
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