Sharlene Howard
Customer Service Representative
Columbus,OH
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully Works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Customer Experience Representative
Molina Health
Columbus, OH
04.2023 - 10.2023
- Provided outstanding service to new and long-standing health care professionals by attending closely to concerns and developing solutions
- Navigating several programs in order to research and resolve issues Asked probing questions to determine service needs and accurately input information into electronic systems
- Carefully handling members healthcare information
- Managed over 50 calls per day
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally
- Streamlined communication channels for improved efficiency in handling customer inquiries
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapport building
- Established positive work environment that encouraged collaboration and teamwork among staff members for optimal results
Customer Service Representative
Safelite Solutions
Columbus, OH
06.2021 - 04.2023
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Executed daily operations of setting appointments Researched and resolved claim issues
- Managed over 50 customer calls per day
- Calling, Verbal and Written Communication, Problem-Solving Abilities, Salesforce, Mainframe
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
Education
High School Diploma -
Northland High School
Columbus 09.1989 - 08.1993
Skills
De-Escalation Techniques
Claims Processing
Scheduling
Data Entry
Follow-up skills
Documentation
Timeline
Customer Experience Representative
Molina Health
04.2023 - 10.2023
Customer Service Representative
Safelite Solutions
06.2021 - 04.2023
High School Diploma -
Northland High School
09.1989 - 08.1993