Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Remote Customer Supervisor Representative
Asurion
06.2020 - Current
Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Monitored workflow to improve employee time management and increase productivity.
Answered incoming chats online -Also accepted incoming calls from Customer service experts transferring escalated customer s for further explanation,assistance, and resolution.
Answered customer inquiries -clarified desired information -researched and explored answers and desired solutions
Calculated and communicated deductibles -insurance policies and procedures -administered various billing transactions -credit card payments-sent links for payment-administered refunds -filed claims -cancelled claims -offered assistance through the claims process
Executed enrollment process and communicated each step to complete claim processing requirements .
Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Customer Service Representative
AT&T
08.2014 - 02.2017
Handled customer inquiries and suggestions courteously and professionally.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Answered incoming calls from At&t wireless customers and retail sale clerks
Assisted customers with payments and extensions/payment arrangements
Assisted customers with technical concerns by following troubleshooting steps for the customers device
Activated service for customers
Assisted customers with investigating fraud and updating Profile information
Deposits Representative
USAA Federal Savings Bank
04.2017 - 03.2020
Increased customer satisfaction by addressing and resolving complaints in a timely manner.
Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Enhanced company reputation by providing exceptional customer service and support.
Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Answered incoming calls at a high call volume consistently from members banking with USAA .
Assisted verified customer with request such as but not limited to transferring funds -adding and removing internal members to and from accounts -ordering convenience and teller/official checks .
Assisted customers with setting up online access- reset customers online information per request such as online id password and pin .
Updated profiles and customer information such as address and name changes due to marriage divorce etc.
Filed work items, Disputes, and complaints
Ordered/cancelled Debit cards -increased and decreased limits per customer request
Stopped payments on checks -reported and investigated fraud per customer request
Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere
Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
Doctor Customer Service Representative
CareFirst BCBS
07.2011 - 04.2014
Received incoming calls in a extremely high call volume call center
Filed claims -researched added and deleted billing codes for Doctors and their assistants
Edited business letters -to assist in completing the billing process
Delivered information for billing through fax -emails -and calls
Collected, recorded and maintained patient medical history, reports and examination results.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.
Updated account information to maintain customer records.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Responded to customer requests for products, services, and company information.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Maintained a 99.9 per cent availability rate for incoming customers
Developed customer service policies and procedures to meet and exceed industry service standards.
Education
GED -
Prince George's Community College
Upper Marlboro, MD
Skills
Training and mentoring
Goal-Oriented
Complex Problem-Solving
Strategic Planning
Multi task
Self Motivated
Detail Oriented
Well Spoken
Great Time Management Skills
People Person
Fast Learner
Highly Adaptable and able to excel in High call volume customer call center enviroment
Remote Call Center Representative/Customer Service Representative at Temp AgencyRemote Call Center Representative/Customer Service Representative at Temp Agency