Sherri Chattin
Julian,WV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer support industry. A solid team player with an outgoing, positive demeanor, I have proven skills in establishing rapport with clients. My motivation lies in maintaining customer satisfaction and contributing to company success. I specialize in quality, speed, and process optimization, always striving for excellence. With an articulate, energetic, and results-oriented approach, I possess a passion for developing relationships, cultivating partnerships, and growing businesses. Offering positive attitude and strong interpersonal skills to create welcoming environment for customers. Brings ability to quickly understand insurance processes and utilize effective communication for issue resolution. Ready to use and develop problem-solving and customer service abilities in role.
Overview
35
35
years of professional experience
Work History
Insurance Customer Service Specialist
Conduent
08.2021 - 08.2024
- Company Overview: for Humana
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders. Assisted clients with policy updates and modifications, ensuring accurate coverage.
- Placed their Over the counter orders, Pricing of Prescription Medication, Medication overrides, and check status of Mail order prescriptions
- Collected premiums and issued accurate receipts.
- Follow HIPPA rules and guidelines
- Verified client information by analyzing existing evidence on file.
- Assisted with Demographic change
- If Member was Upset, I Continued working with them Until Issue was Resolved or if not resolvable for me, transfer to escalation line.
- Showed True Empathy to Member, leave the call with the member feeling Confident and happy with the call
- Make Sure Every Call Was A One Call Resolution
- If research was needed, I called Member back with the information to reduce hold time
- Achieved performance targets by consistently meeting or exceeding key performance indicators for call handling metrics.
- Developed expertise in various lines of insurance products, offering knowledgeable guidance to customers seeking information on policies, claims, authorizations, H1036 members, Solutran system, enrollment, etc.
- Utilized CRM software to accurately document client interactions and track progress on outstanding issues.
- Reduced wait times by quickly addressing customer questions regarding billing, policy changes, and claim status updates.
- Participated in ongoing training sessions to stay up to date on industry trends, product offerings, and regulatory changes.
- Verified prescription information prior to entry in pharmacy computer system.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
Document Specialist
NexRep
09.2020 - 09.2021
- Company Overview: Independent Contractor for Vroom
- Answered customer telephone calls promptly to avoid on-hold wait times
- Paid special attention to the needs or wants of customer
- Offered advice and assistance Customers
- Provided primary customer support to internal and external customers call
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing best solutions for 20+ years
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
- Independent Contractor for Vroom
- Performed regular audits of document repositories, ensuring the accuracy and integrity of all stored information.
- Provided assistance with inbound and outbound document processes, document sorting, logging, and work order creation.
Manager
Giovanni's Pizza
04.1989 - 05.2016
- Onboarded new employees, including training, mentoring and new hire documentation
- Always maintained high corporate standards by ensuring that employees followed all company processes and procedures
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Managed inventory control, cash control and store opening and closing procedures
- Managed all aspects of store operations, including organization, maintenance and purchasing functions
- Resolved customer service issues promptly
- Completed all point of sale opening and closing procedures, including counting contents of cash register
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Education
High School Diploma -
Scott High School
Madison, WV05.1991
No Degree - Computer Science
Independence University
Salt Lake City, UTSkills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Microsoft Outlook
- Follow-up skills
- Order Processing
- Microsoft Office Suite
- Building rapport
- Technical Support
- Customer Education
- Research
- CRM software proficiency
References
- Charlotte Jeffrey, Owner at Giovanni’s, (681)307-5935
- Crista Murr, Supervisor, (304)310-8057
- Marlene Ball, Coworker, (304)369-4896
Completed all Upskill Training for Humana.
I was a Tier 4 Agent which could perform duties in Claims, Authorizations, Solutran Program, care for H1036 Florida Members, etc
Languages
English
Native or Bilingual
Timeline
Insurance Customer Service Specialist
Conduent
08.2021 - 08.2024
Document Specialist
NexRep
09.2020 - 09.2021
Manager
Giovanni's Pizza
04.1989 - 05.2016
High School Diploma -
Scott High School
No Degree - Computer Science
Independence University
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