Ronetta Walker
Sacramento,CA
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience in managing outbound and inbound calls with patience and tact.
Overview
25
25
years of professional experience
Work History
Beneficiary Service Center Analyst
Fortuna
05.2024 - Current
- Responding to Medi-Cal beneficiary inquiries via phone.
- Resolving complex issues related to eligibility, benefits, and claims.
- Analyzing data to identify trends and areas for improvement.
- Collaborating with internal teams to resolve system or process issues.
- Developing and maintaining knowledge base content.
- Meeting quality and productivity standards.
- Identifying opportunities for process improvements,
Healthcare Service Representative
TTEC
09.2023 - 05.2024
- Answered high volume of calls daily from Covered California consumers in a fast paced call center environment, providing one-call resolution by actively listening to customer's concerns and addressing them.
- Sorted consumers to determine eligibility in Covered California or Medi-Cal.
- Completed applications, answered questions about plans, metal tiers, carriers, premiums, and regulations for consumers healthcare coverages.
- Assisted consumers with their online accounts which consisted of linking existing applications, unblocking, resetting passwords, and many other functions of the CALHEERS system.
- Maintained high level of accuracy in documenting customer interactions and resolutions within company's CRM system.
Service Representative
AT&T
08.1999 - 03.2020
- Handled customer contact via phones, chats, and emails in a high volume call center.
- Utilized active listening skills to identify customer needs and provided appropriate solutions.
- Explained and answered questions about billing, products and services, and service order statuses.
- Maintained customer records, updated account information, and processed customer service orders using multiple business system applications.
- Managed large projects from internal and external customers. Coached new and existing team members on techniques necessary to complete job tasks.
- Implemented customer service policies and procedures for consistent performance standards.
Education
Associate of Arts - Social And Behavioral Sciences
Berkeley City College
Berkeley, CA05.2024
Skills
- Attention to Detail
- Problem-Solving
- Time Management
- Problem-solving abilities
- Multitasking
- Self Motivation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Beneficiary Service Center Analyst
Fortuna
05.2024 - Current
Healthcare Service Representative
TTEC
09.2023 - 05.2024
Service Representative
AT&T
08.1999 - 03.2020
Associate of Arts - Social And Behavioral Sciences
Berkeley City College
References
Upon Request.
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