Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager

SHERRY FERRELL

Atlanta,GA

Summary

Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring [Number] years of relevant work experience to your team. Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

CUSTOMER SERVICE REPRESENTATIVE

AETNA HEALTH
09.2019 - Current
  • Always demonstrate superior customer service and professionalism
  • Work to resolve any issues/concerns in order to retain loyal business and increase client satisfaction
  • Effective communication with staff/management to ensure quality of work
  • Quality check all documentation for accuracy and data integrity
  • Participate in meetings for professional development and updates on organizational process
  • Proficient navigation through company site and consult with members, educating them on Aetna plans, tools and resources
  • Meet/exceed all key performance metrics as established by the department.

CUSTOMER SERVICE REPRESENTATIVE II

DELTA DENTAL
09.2017 - 08.2018
  • Acted as the company’s primary point of communication in the contact center
  • Researched and responded to complex customer telephone, electronic, or written inquiries
  • Provided excellent service to customers with information regarding eligibility, benefits, and claims with emphasis on customer education, satisfaction and retention
  • Addressed customer concerns and complaints regarding dental Plans.

Agent Support

WORLD FINANCIAL GROUP (STAFFING RESOURCE)
05.2014 - 11.2016
  • Received callers providing exceptional listening skills to determine the nature of their call-in order to clearly and precisely address their inquiries in a professional manner
  • Typed memos, correspondence, reports and other documentation including follow-up letters to customers to ensure their questions were addressed and to assure them of support throughout the life of their membership
  • Created customer satisfaction survey utilizing Microsoft Word to drastically reduce potential problems
  • Organized customer information and account data for business planning and customer service purpose
  • Maintain quality control/satisfaction records, constantly seeking new ways to improve cust
  • Maintained customer accounts and answered customer’s inquiries promptly and with accuracy
  • Improved customer service base and client feedback, while I successfully handled all child support issues and worked with new customers in the development of new accounts
  • Responsible for customer service in the Support division, duties included answering customer queries, problem solving and providing detailed information on new products
  • Processed operational prior authorizations and assisted in claim processing.

Education

Skills

  • Microsoft Office Suite
  • Windows XP
  • Live Agent
  • Mac OSX Lion
  • Salesforce/ Compass
  • Detail Oriented
  • Sales Support
  • Customer Service
  • Reports/Documentation
  • Strategic Planning

Timeline

CUSTOMER SERVICE REPRESENTATIVE

AETNA HEALTH
09.2019 - Current

CUSTOMER SERVICE REPRESENTATIVE II

DELTA DENTAL
09.2017 - 08.2018

Agent Support

WORLD FINANCIAL GROUP (STAFFING RESOURCE)
05.2014 - 11.2016

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SHERRY FERRELL