ROSSI SILVERIO
Clarksville,TN
Summary
As a Customer Success Specialist experienced with an effective communication skill with prior knowledge answering emails, calls and chats. Motivated to constantly develop skills and grow professionally. Ability to work with others and independently. Previously lead teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
10
10
years of professional experience
Work History
Member Engagement Coordinator
CVS Signify Health
06.2024 - Current
- Placed 300–400 outbound calls daily using an auto-dialer to schedule, adjust, or cancel Primary Care Physician (PCP) appointments for health plan members.
- Collaborated with members, providers, and clinical staff to coordinate appointments and ensure understanding of in-home or virtual health evaluations.
- Utilized over 20 approved scripts to address member questions, overcome objections, and deliver clear, courteous communication.
- Consistently met or exceeded departmental targets for call volume, appointment setting (24+ daily), call handle time, quality assurance, and attendance.
- Maintained compliance with HIPAA regulations and company policies while managing sensitive member information across multiple systems.
- Demonstrated professionalism, adaptability, and efficiency in both remote and in-office work environments.
Remote-Home Based Customer Success Specialist
Agero
03.2023 - 03.2024
- As a Customer Success Specialist my responsibility was to proactively monitoring emails, chats and client claims request.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed and updated databases to handle customers data such as address, payments , refunds and other.
Remote- Home Based Customer Success Operations
Agero
01.2020 - 03.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of incoming/outgoing calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
Remote - Home Based 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.
- 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
- Maintained up to date knowledge of product and service changes.
Customer Service Representative
Callogix
07.2015 - 10.2016
- Work in a call center as a concierge service representative.
- Assisted with over 200-350 outbound calls on a daily basis.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Coventry Formulary Representative
Callogix
07.2015 - 10.2016
- These program was to educate members about formulary changes, 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
- 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
Answering Service Representative
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 emergencies and non-emergencies, attorney offices-calls from clients, other attorneys, or courthouses, elevator repairs-including emergencies, apartment complexes-emergency maintenance, rental inquiries and others.
- Always answering the call and continuing the call with a great customer service voice, proper phrasing, and offering to take a message.
- 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
Education
Associate of Science - Hospital Administration
Martinsburg College
Bachelor of Science - Sociology/social work
Rivier University
High School Diploma -
Lawrence High school
01.2011
Skills
- Fluent English/ Spanish
- 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
- Independent/Team player
Timeline
Member Engagement Coordinator
CVS Signify Health
06.2024 - Current
Remote-Home Based Customer Success Specialist
Agero
03.2023 - 03.2024
Remote- Home Based Customer Success Operations
Agero
01.2020 - 03.2023
Remote - Home Based Command Center Coordinator
Agero
01.2019 - 08.2020
Customer Service Representative
Callogix
07.2015 - 10.2016
Coventry Formulary Representative
Callogix
07.2015 - 10.2016
Answering Service Representative
Callogix
07.2015 - 10.2016
LIS Representative
Callogix
07.2015 - 10.2016
Bachelor of Science - Sociology/social work
Rivier University
High School Diploma -
Lawrence High school
Associate of Science - Hospital Administration
Martinsburg College
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