Saraka White
High Point,NC
Summary
Recent graduate with excellent research, technical and problem-solving skills. Detail- oriented and able to learn new concepts quickly. Flexible Customer Service Representative offering 12 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Authorized to work in the US for any employer
Overview
10
10
years of professional experience
Work History
Tech Cust Svc Internet/Voice
Charter Communications, Time Warner Cable
Greensboro, NC
04.2022 - 07.2023
- Assisted customers with various types of technical issues via email, live chat and telephone
- Supported customers with online billing, access and account issues
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Demonstrated advanced product knowledge to solve customer issues
- Walked customers through common phone hardware and software configurations to maximize service functionality
- Served as first point of contact for incoming technical service calls and emails
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools
- Handled customer service issues by providing guidance or escalating for advanced support
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
Service Center Representative
Sedgwick
Raleigh, NC
08.2021 - 04.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Maintained strong call control and quickly worked through scripts to address problems
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Offered resolutions to de-escalate calls and solve customer issues
- Updated customer accounts, addresses and contact information within call management databases
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Collected deposits or payments and arranged for billing.
Non-Clinical Intake Representative
EviCore healthcare
Bluffton, SC
06.2018 - 07.2020
- Maintained positive attitude and effectively de-escalated clients during crisis situations
- Updated patient information on computer system to maintain billing accuracy
- Coordinated schedules and appointments, sending out reminders regarding appointment dates
- Answered and logged incoming inquiries via phone, fax and email
- Made outbound calls to providers to obtain information necessary to create or update authorization
- Corresponded with hospitals and medical offices regarding incoming home health referrals
- Scheduled appointments for patient consultations, tests and procedures
- Verified insurance eligibility, benefits and patient liabilities for defined services
- Received inbound calls to obtain clinical information from providers to create authorizations and referrals
- Maintained clinical records and required paperwork in compliance with agency standards
- Transmitted medical records and other correspondence by mail, e-mail, or fax
- Scheduled tests, lab work or x-rays for patients based on physician orders.
Education
AS - Healthcare Administration
Colorado Technical University
08.2022
Skills
- Windows XP/Vista
- Debugging
- Technical Troubleshooting
- Hardware diagnostics
- Call Center Operations
- LAN/WAN
- MS Office proficiency
- CRM system expert
- Inbound phone call management
- Call control skills
- Customer communications
- Critical thinking
- Friendly, positive attitude
- Basic math
- Customer technical support
- Customer complaint resolution
- Educating customers
- Excellent customer relations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Tech Cust Svc Internet/Voice
Charter Communications, Time Warner Cable
04.2022 - 07.2023
Service Center Representative
Sedgwick
08.2021 - 04.2022
Non-Clinical Intake Representative
EviCore healthcare
06.2018 - 07.2020
AS - Healthcare Administration
Colorado Technical University
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