Rosalyn D. Thomas
CHICAGO,IL
Summary
Enthusiastic client services professional with over 20 years of experience in financial, medical, insurance, and housing services. Demonstrated expertise and deep knowledge in these sectors. Proven track record of consistently achieving high levels of customer and client satisfaction. Known for dependability and commitment to upholding the highest ethical standards, earning the trust of clients. Possessing versatile skills in project management, problem-solving, and collaboration, well-equipped to handle diverse challenges and deliver exceptional results.
Overview
22
22
years of professional experience
Work History
Inside Sales Representative
Stericycle
02.2024 - 02.2025
- Answered customers' questions regarding products, prices, and availability.
- Negotiated prices and terms of sales with potential customers to reach mutually beneficial agreement.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Managed friendly and professional customer interactions.
- Used CRM software to maintain detailed contact logs and account records.
- Convert leads, create opportunities and subscriber accounts, generate quotes, and send DocuSigns, as needed.
- Assist/Support any other specific assigned projects and/or job-related duties as required or requested.
Client Services Rep - Remote
Henry Schein One - Officite
04.2022 - 04.2023
- Inbound phone support to provide support to clients seeking assistance with their website from incoming client calls, chats, emails, and support tickets from clients seeking assistance with their website while providing excellent customer service utilizing the CRM Salesforce system
- Conducted outbound calls regarding client education, billing, questionnaires, surveys, and/ or approvals
- Performed quality assurance on client requests and new product releases
- Assisted client with their website editing and design
- Advised clients on their overall web presence and upsell on additional products, when appropriate
Customer Service Rep - Remote
The Hartford Insurance Co.
04.2021 - 12.2021
- Answered a variety of inbound telephone calls from existing customers and clients and other affiliated partners regarding insurance questions or problems
- Provided quality customer service in a fast-paced, high call volume environment
- Utilizing active listening and critical thinking skills to quickly analyze and clearly understand a specific request or customer need and then leverage knowledge and resources to provide the appropriate solutions
- Conducted interviews to determine the nature of the call
- Received home and auto insurance inquiries from existing customers about their policies
- Understood underwriting policies, guidelines, practices, and procedures
- Managed an average of 50-80 customer interactions per day
Teleservice Customer Service Rep
Social Security Administration
10.2019 - 02.2021
- Answered unscreened calls for continuous periods of time on SSA's national 800 number in a fast-paced, high call volume environment
- Identified persons who may be eligible for various SSA programs by utilizing screening and interview methods effectively
- Provided information on SSA's policies and procedures and resolving customer questions by identifying the issue and selecting the best option(s) for resolution
- Obtained, clarified, and verified information used to analyze claims and make decisions regarding entitlement to benefits
- Determined eligibility for programs administered by SSA Medicare and Retirement
- Used automation tools to access and update information
- Delivered service to customers within agreed service levels and established performance standards
Assistance Coordinator (Temporary Assignment)
AXA Assistance (LaSalle Network)
11.2018 - 01.2019
- Field international medical insurance claims questions through inbound calls and emails while reviewing information across multiple systems
- Performed immediate after call work such as documenting in case and claim management systems and manually adding all applicable service fees
- Worked with internal and external clients to identify and resolve client, member, and provider issues while utilizing proper escalation channels
- Liaise with clients via phone, email or fax to obtain specific approval or authorization for precertification and to determine accurate and valid coverage information
- Interpret and apply insurance benefits
Customer Service Specialist
CVR Housing Associates
08.2009 - 03.2017
- Accurately explains in detail the process, status and results of annual and interim recertification, transfers, inspections, abatements and other aspects of the Chicago Housing Authority broad array of other activities associated with Voucher Services, Special Programs, Intake and Inspections Departments
- Expedited customer inquiries and requests to Program Services staff via Salesforce and email
- Assisted clients with the main website to access their online support accounts
- Provides detailed information to voucher holders regarding information necessary for the recertification process
- Accurately and appropriately document call notes and/or case comments into internal systems (i.e., Yardi, Salesforce) for all calls
- Utilize customer service skills to de-escalate irate callers and escalate to appropriate Supervisor when necessary
- Assisted with training of new employees
Assistant to Business Manager
Kiewit-Reyes, AJV
09.2008 - 06.2009
- Maintained records, and prepared reports and correspondence
- Assisted in transactional accounting: obtained documentation to Contract & Subcontracts, Material contracts and owner progress estimates including bonding, insurance and lien waivers
- Job cost management & reporting using the OCR (Optical Character Recognition) program
- Administered Human Resource duties: created new hire forms for all new hires, updated I9's & W-4 information
- Assisted in compliance with federal and state taxes including payroll, use and property taxes
- Assisted in the supervision of the project business office staff including accounts payable, payroll, and reception functions
Account Administration
CCH a Wolters Kluwer business
09.2002 - 02.2008
- Received inbound calls from CCH Sales Reps & clients and made follow-up calls
- Research misapplied checks; prepare adjustments and refunds
- Updated of existing Excel worksheets regarding account balances
- Entered customer orders for books and paper subscription from phone instructions or paper order forms for basic account changes
- Create record changes, address corrections or additions and cancellation both book and subscription
- Resolve customer disputes; provide invoice copies and any backup
- Assisted with the training of new hires in the department
- Respond to Internet inquiries from customers
Education
Bachelor of Arts - Sociology
Loyola University of Chicago
Skills
- Customer Service Proficiency
- Proficient in Microsoft Office
- Web Platform Support
- Proficient In Technology
- Multitasking and organization
- Critical thinking
- Account administration expertise
- Customer order management
- Excellent written and oral communication
- Data entry
- CRM proficiency
- Expert in SalesForce software
Timeline
Inside Sales Representative
Stericycle
02.2024 - 02.2025
Client Services Rep - Remote
Henry Schein One - Officite
04.2022 - 04.2023
Customer Service Rep - Remote
The Hartford Insurance Co.
04.2021 - 12.2021
Teleservice Customer Service Rep
Social Security Administration
10.2019 - 02.2021
Assistance Coordinator (Temporary Assignment)
AXA Assistance (LaSalle Network)
11.2018 - 01.2019
Customer Service Specialist
CVR Housing Associates
08.2009 - 03.2017
Assistant to Business Manager
Kiewit-Reyes, AJV
09.2008 - 06.2009
Account Administration
CCH a Wolters Kluwer business
09.2002 - 02.2008
Bachelor of Arts - Sociology
Loyola University of Chicago
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