Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rockell Isaac

Sumter

Summary

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.


Overview

15
15
years of professional experience

Work History

Customer Service Advocate II

Blue Cross & Blue Shield of SC
11.2022 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Updated account information to maintain customer records.
  • Developed and updated databases to handle customer data.
  • Maintained and managed customer files and databases.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Tracked customer service cases and updated service software with customer information.
  • Delivered exceptional customer support by resolving inquiries through multiple channels, enhancing overall customer satisfaction.
  • Analyzed customer feedback to identify trends, implementing solutions that improved service quality and efficiency.
  • Trained new team members on company policies and procedures, fostering a knowledgeable and cohesive workforce.
  • Managed complex billing issues, ensuring accurate resolutions while maintaining strong customer relationships.
  • Led cross-functional teams to drive operational excellence and improve project delivery timelines.

Consumer Relations Specialist

Charlotte Metro Credit Union
08.2021 - 10.2022
  • Exhibit a thorough knowledge of the credit union’s products and services as well as demonstrate ability to successfully use multiple computer programs/systems to research account-related questions from customers
  • Enthusiastically and efficiently respond to all phone inquiries to identify and handle customer’s requests pertaining to the account(s) in accordance with the credit union’s service expectations
  • Resolve customer inquiries and/or concerns timely, completely, accurately and professionally
  • Perform extensive verification via phone for members prior to making any account changes or giving account sensitive information
  • Thoroughly evaluate relationships to make recommendations or provide solutions that benefit and enhance the overall customer experience or improve their financial stability
  • Open all types of accounts, cross sell credit union product and services, and add new relationships to existing accounts based on the customer’s needs
  • Demonstrate daily practices that encourages teamwork, openness to learning new processes/methods and promotes a positive work environment
  • Consistently be courteous and professional
  • Be vocal in your support of your team’s efforts to exceed customer expectations
  • Maintain the integrity and privacy of all customer records in a confidential manner
  • Identify and recommend process improvements or new products based on customer interactions to enhance the customer’s experience and improve retention
  • Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy and the USA Patriot Act
  • Remain abreast of changes in credit union policies, procedures, as well as consumer lending practices and willingly share knowledge with others
  • Be open to learning new processes/methods and take the initiative to apply them to the job
  • Perform other various duties as assigned.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Floating Branch support, MSR/LOAN INTERVIEWER I

SAFE Federal Credit Union
09.2019 - 08.2021
  • Sells/cross sells products and services based on member needs in order to meet assigned goals
  • Processes financial transactions for members including such functions as opening and closing of accounts, issuing checks, processing deposits and withdrawals from accounts, issuing certificates, drafts and other negotiable instruments, opening and closing safe deposit boxes and IRA accounts, issuing ATM/debit cards and PIN numbers
  • Responds to routine member inquiries regarding the operation of accounts, access to services, account discrepancies, and assisting members with lost/stolen/forged items
  • Performs teller duties as needed
  • Verifies signature cards, initiates check orders
  • Verifies ATM/debit card maintenance forms
  • Provides general credit union information
  • Other duties as assigned.

Tier 1 Technical Support Representative

Kelly Connect
08.2018 - 09.2019
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Interact with customers in response to inquiries, concerns, and requests about products and services
  • Refer unresolved customer grievances to designated departments for further investigation
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
  • Troubleshoot problems and resolve a range of customer issues from device, to billing, to service concerns
  • Generate excitement for new solutions and products that can enhance their experience
  • Build customer relationships, earning their loyalty and trust
  • Answer customer calls and actively listen to identify their issues
  • Participate in frequent 1:1/classroom video coaching sessions with leadership

Customer Service Advocate

Verizon Wireless
10.2016 - 08.2018
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Refer unresolved customer grievances to designated departments for further investigation
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
  • Troubleshoot problems and resolve a range of customer issues from device, to billing, to service concerns
  • Generate excitement for new solutions and products that can enhance their experience
  • Build customer relationships, earning their loyalty and trust
  • Answer customer calls and actively listen to identify their issues.

Provider Data Management

BlueCross BlueShield of SC
01.2013 - 10.2016
  • Contact insured or other involved persons to obtain missing information on medical claims
  • Transmit medical claims for payment or further investigation
  • Organize or work with detailed office or warehouse records, using computers to enter, access, search or retrieve data
  • Review Tricare medical insurance policy to determine coverage
  • Document issues in any given day and are able to produce timely reports for your manager
  • Analyzed a situation and escalated issues to the appropriate specialists
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Successfully established effective systems for record retention by creating database for daily correspondence tracking
  • DoD security clearance
  • Examine diagnosis codes for accuracy, completeness, specificity and appropriateness according to services rendered
  • Learned medical diagnosis codes of treatment and medical terminology.
  • Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations.
  • Managed large volume of medical claims on daily basis.
  • Paid or denied medical claims based upon established claims processing criteria.
  • Responded to correspondence from insurance companies.
  • Used administrative guidelines as resource or to answer questions when processing medical claims.
  • Reviewed provider coding information to report services and verify correctness.
  • Collaborated with claims department and industry anti-fraud organizations to resolve claims.
  • Conducted day-to-day administrative tasks to maintain information files and process paperwork.
  • Examined claims forms and other records to determine insurance coverage.
  • Determined proper codes for medical records and patient services.

Customer Service Representative

The Loan Store
12.2011 - 12.2012
  • Determined charges for services requested, collect deposits or payments, or arrange for billing
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Checked to ensure that appropriate changes were made to resolve customers' problems
  • Completed contract forms, prepare change of address records, and issue service discontinuance orders, using computers

Customer Service Representative

Sykes Enterprises
06.2010 - 10.2011
  • Conferred with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Completed contract forms, prepare change of address records, and issue service discontinuance orders, using computers
  • Resolved customers' service or billing complaints by performing activities such as refunding money, and adjusting bills
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Assisted customers at an inbound call center with inquire about saving and checking accounts and sales

Education

High School Diploma -

Sumter High School
Sumter, SC
05.2006

Skills

  • Multitasking and Prioritization
  • Upselling Products and Services
  • Verbal and Written Communication
  • Understanding Customer Needs
  • Data Entry and Maintenance
  • Courteous with Strong Service Mindset
  • Customer Retention Strategies
  • Creative Problem Solving
  • Responding to Difficult Customers
  • Document and Records Management
  • Multi-Line Phone Systems
  • Invoice Preparation and Processing
  • Microsoft Office Suite
  • Strong Analytical and Problem Solving Skills
  • Inbound and Outbound Calling
  • Membership Inquiries and Renewals
  • Call Volume and Quality Metrics
  • Promoting Brand and Company Identity
  • First-Tier Technical Support
  • Patient and Empathetic
  • Billing Adjustments and Refunds
  • Establishing and Maintaining Customer Relationships
  • Sales Quota Achievement
  • Team-Oriented and Cooperative
  • Excellent Attention to Detail
  • Customer Data Confidentiality
  • Administrative and Office Support
  • Building Customer Trust and Loyalty
  • De-escalation Techniques
  • Efficient and Detail-Oriented
  • Call center experience
  • Data entry
  • Complaint handling
  • Complaint resolution
  • Data collection
  • Administrative support

Timeline

Customer Service Advocate II

Blue Cross & Blue Shield of SC
11.2022 - Current

Consumer Relations Specialist

Charlotte Metro Credit Union
08.2021 - 10.2022

Floating Branch support, MSR/LOAN INTERVIEWER I

SAFE Federal Credit Union
09.2019 - 08.2021

Tier 1 Technical Support Representative

Kelly Connect
08.2018 - 09.2019

Customer Service Advocate

Verizon Wireless
10.2016 - 08.2018

Provider Data Management

BlueCross BlueShield of SC
01.2013 - 10.2016

Customer Service Representative

The Loan Store
12.2011 - 12.2012

Customer Service Representative

Sykes Enterprises
06.2010 - 10.2011

High School Diploma -

Sumter High School

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Rockell Isaac