Rokeya Nash
Spartanburg,SC
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Concentrix
Spartanburg, US
02.2023 - 11.2024
- Responding to customer inquiries, resolving complaints, and providing information about products and services
- Answering phone calls, responding to emails, troubleshooting problems, and providing information about products and services
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time
- Provide outstanding customer service both on the phone and in-person
- Market for new and continued customer business
Customer Service Advisor
Conduent
Remote
04.2021 - 02.2023
- Greet member phone calls in a professional and courteous manner
- Handle 30-50 Inbound Calls per day from Membership in an efficient manner with impeccable quality
- Make follow up out-bound calls to assist in resolving member issues with their health plan
- Assess all in-bound calls to accurately and efficiently address member's needs by maintaining a strong customer focus
- Establish and maintain effective relationship with members to gain their trust and respect
- Communicate with members in a warm, helpful and professional manner while simultaneously building credibility and rapport
- Be patient and compassionate while working as a team player and using all your available resources to provide the best outcome to the member
- Be efficient in navigating multiple systems
- Participate in ongoing training and self-development
- Maintain basic knowledge of procedures, product information and online resource tools
- Maintain regular attendance and punctuality as scheduled and adhere to all company time and attendance policies
- Participate in activities designed to improve customer satisfaction and business performance
- Must be able to work 40 hours a week to be considered Full time
- Your adherence to your schedule will be strongly considered in your performance evaluation
- Assisted customers with questions
- Kept records of customer complaints
- Handled emails, inbound calls, and outbound calls
- Assisted customers with a warm and professional attitude
Education
GED -
Adult Learning Center
Spartanburg, SC05.2010
Skills
- Office experience
- Communication skills
- Problem-solving
- Customer service
- Excel
- Computer literacy
- Customer support
- Microsoft Office
- Data Entry
- Windows
- Technical support
- Insurance verification
- HIPAA
- Phone etiquette
- Typing
- Microsoft Excel
- Computer skills
- Databases
- Microsoft Word
- CRM software
- Microsoft Outlook
- Complaint resolution
- Account updating
- Conflict mediation
- Complaint handling
- Service standard compliance
- Receiving support
- Support case resolution
- Documentation
- Professional telephone demeanor
- Typing proficiency
- Product and service solutions
- Call center operations
- Problem resolution
- Relationship building
- Active listening
- Researching
- Building rapport
- Member account management
Certification
Driver's License
Relocation Preferences
- Greenville, SC
- Duncan, SC
- Greer, SC
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Customer Service Representative
Concentrix
02.2023 - 11.2024
Customer Service Advisor
Conduent
04.2021 - 02.2023
GED -
Adult Learning Center