Summary
Overview
Work History
Education
Skills
Timeline
Generic

ROSSI SILVERIO

Fort Campbell,KY

Summary

Customer Experience Specialist experienced with an effective communication skill. Efficient at answering emails, chats and calls with professionalism and general excellence. Extremely motivated to constantly develop skills and grow professionally. Responsible and dedicated. Providing customers with exceptional service. Ability to work with others and independently. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Overview

11
11
years of professional experience

Work History

Customer Experience Specialist

Agero
03.2023 - 03.2024
  • The Customer Experience Specialist receives client request daily through HubSpot tickets, emails and chats.
  • The responsibility of this role was proactively monitoring emails, chats and client request.
  • In addition in the client facing team we take VIP, social media, direct client calls and priority service alerts.
  • These request were treated as full case management, ensuring success from beginning to end.
  • Assisted with escalated cases and events.
  • Deescalated situations with customers requesting to speak with supervisor.
  • Assisted with refunds and payments to customers as well as service providers.
  • Customer Experience Specialist ensured customers safety and situation was resolved and customer was always pleased with service provided.
  • Call Documentation
  • Complaint Resolution
  • Team Collaboration
  • Effective communication
  • Decision- Making
  • Active Listening
  • Understanding customers needs

Operations Assistant Alert

Agero
01.2020 - 03.2023
  • Collaborates with the supervisor/manager in supporting the customer service team to achieve operational and development goals
  • Assist in meeting corporate objectives by insuring customer service teams understand program changes
  • Primary responsibility is to assist inbound customer service associates with program and process related questions in addition to handling escalated customers issues
  • Build team capabilities to provide the highest level of service to customers
  • Assist other contact center areas as needed to ensure their success
  • As an Alert Supervisor I use a second level support representative to assist internal and external customers
  • As an Alert Supervisor I prepare reports for management outlining, associate performance, call volumes and related information
  • As an Alert Supervisor I assist and guide associates to secure services and handle escalated calls /complicated calls
  • As an Alert Supervisor my job is to research and document special request from customers, clients, and service providers
  • As an Alert Supervisor our main goal is to make our customer negative experience into a positive one.

Command Center Coordinator

Agero
01.2019 - 08.2020
  • Command Center is a program that handles select clients whose customers are having a negative experience due to delays in service
  • The command center coordinator is assigned cases to monitor to make sure service arrives to the customer, and they also recover the overall customer experience
  • This position is a fast-paced environment where I control my workload and I truly build bonds with our customers to deliver customer excellence
  • Command Center Coordinators are case managers with strong skills in time management, de-escalation models, and overall excellent customer experience
  • As a Command Center Coordinator I responsible for payments made to our Service provider and to take payments from customer
  • Answer the phone within a pleasant tone and listen to our customer needs
  • Locate our customers disablement locations and make sure our customer feel safe and are taken care of
  • Follow up with our customers until service has been completed
  • As a Command Center Coordinator none of our cases are ever the same
  • It is a constant learning experience
  • It is awesome to hear the customers satisfaction after turning a negative experience into a positive one.

Customer Service Representative

Callogix
07.2015 - 10.2016
  • WORKED IN A CALL CENTER AS A CONCIERGE SERVICE REPRESENTATIVE
  • MADE ON A DAILY BASIS 250-300 OUTBOUND CALLS IN A PROFESIONAL MANNER USING THE APPROPRIATE SCRIPTING
  • RECEIVED A VARIETY OF INCOMING CALLS THAT WERE ANSWER QUICKLY WITH PROFESSIONALIM AND THE APPROPIATE UNIFORMED SCRIPT
  • ASSISTED MEMBERS AT ALL TIMES WITH PROFESSIONALISM, ENTHUSIASM, AND ALWAYS PROVIDING AN OUTSTANDING CUSTOMER SERVICE TO MAKE SURE THE MEMBERS FELT VALUABLE AND UNDERSTADING
  • EVERY CALL WAS EVALUATED BY A SUPERVISOR, ALWAYS RECEIVED THE BEST SCORES AND FEEDBACK FROM THE MEMBERS
  • HELPED TO TRAINED NEW CSRS

Coventry Formulary Representative

Callogix
07.2015 - 10.2016
  • These program was to inform and educate members about drug formulary changes, step therapy, prior authorization, increases in copay, changes to in-network pharmacies, plan names, premium payment changes, electronic information availability and PBM updates.
  • These were outgoing and incoming calls and were answered with professionalism and using the appropriate scripting
  • Our job as a customer service representative was to inform members about their drugs that were removed from the Formulary list or a drug list which was a list of medication that are covered under a health care plan that provides prescriptions coverage and will inform our members about the drugs, dosage forms that were no longer covered.
  • Also in a professional matter and clear for members to understand about their copay that is a flat dollar amount that the member pays as their share of the cost of each prescription and there are different drugs into cost levels known as tiers and each of these requires a separate amount that a member pays as their share and our job was to explain all these information to our member in a way that they will understand and we find the best way to assist them with those changes like the pharmacist that were in network and outside our network
  • always educating members if their plan names has changed, and or offering coupon payments instead of monthly bills in the mails for premiums
  • My job as a customer service representative in these program was to educate and help member to understand the new transitions with new changes on their health plans

Attorney Office

Callogix
07.2015 - 10.2016
  • The answering service (TAS) answers phones for a variety of companies and for variety of reasons for examples; technical support a variety of clients provide on and off-site technical support, doctors offices-for both emergencs and non-emergencies, attorney offices-calls from clients, other attorneys, or courthouses, elevator repairs-including emergencies, apartment complexes-emergency maintenance, rental inquiries and others.
  • While this is just a small list of types of clients and call we handle, not one call is more important than another we do our job and offer the best quality service with general excellence.
  • There were three busy times for us, check-in, lunch and check-out, all of these results in a large quantity of calls coming in but while it was very important to answer our calls as soon as possible it was equally as important that for each call we answer we do not substitute quality for speed.
  • Always answering the call and continuing the call with a great customer service voice, proper phrasing, and offering to take a message.
  • Asking for all information in the message form and then confirming that information back to the caller.
  • Getting the proper information to determine whether the call is to be dispatched and parking it to a dispatcher when necessary.

LIS Representative

Callogix
07.2015 - 10.2016
  • LIS- was a program design to help member take their medications on time, make sure member had no side effects and find ways to help member in taking or changing medications
  • Also will offer member to convert from a 30 day medication supply to a 90 day supply for the same cost as their 30 days, will contact pharmacist and help to convert the member prescriptions
  • Also will listen to the members if they have any concerns and offer our help to best assist them and update and document any information on file for the member

Cashier

Wendys Restaurant
06.2013 - 05.2014
  • Maintained organized worked station Maintained clean the lobby area Provided strong customer service by greeting, listening and helping customers with the Menu Cash Handled $500- $1000 per shift Taking orders and preparing beverages Listen carefully to the customer's order
  • Food Preparation Listen or read carefully the customer order Maintained food area clean and organized Bag orders when needed Helped and answered crew members questions.

Education

Associate of Science - Hospital Administration

Martinsburg College
NC
01.2019

Bachelor of Science - Sociology/social work

Rivier University
Nashua, NH
01.2012

High School Diploma -

Lawrence High school
Lawrence, MA
01.2011

Skills

  • Reliable and Punctual
  • Flexible Dedicated/Cooperative
  • Self-oriented/People oriented
  • Microsoft/PowerPoint/excel
  • Resource Management
  • De-Escalation Techniques
  • Billing Adjustments and Refunds
  • Analytical Skills
  • Customer Account Management
  • Problem-solving aptitude
  • Policies and Procedures Adherence
  • Quality Assurance Controls
  • Multitasking Abilities

Timeline

Customer Experience Specialist

Agero
03.2023 - 03.2024

Operations Assistant Alert

Agero
01.2020 - 03.2023

Command Center Coordinator

Agero
01.2019 - 08.2020

Customer Service Representative

Callogix
07.2015 - 10.2016

Coventry Formulary Representative

Callogix
07.2015 - 10.2016

Attorney Office

Callogix
07.2015 - 10.2016

LIS Representative

Callogix
07.2015 - 10.2016

Cashier

Wendys Restaurant
06.2013 - 05.2014

Associate of Science - Hospital Administration

Martinsburg College

Bachelor of Science - Sociology/social work

Rivier University

High School Diploma -

Lawrence High school

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ROSSI SILVERIO