Silvie Ternay
Broadview Heights,USA
Overview
15
15
years of professional experience
Work History
Customer Care Advocate
Conduent
Remote
08.2024 - Current
- Manage incoming calls supporting Humana members with their policy inquiries.
- Work closely with other departments when necessary to address interrelated concerns affecting customer experience.
- Keep up-to-date with industry trends, product updates, and policy changes to provide knowledgeable assistance at all times.
- Streamline communication channels for quicker problem-solving and increased customer loyalty.
- Conduct thorough research to provide accurate information and resolve complex issues effectively.
- Built rapport with customers through personalized interactions, increasing their trust in the company''s products or services.
- Improve customer satisfaction by addressing and resolving complaints efficiently.
- Participate in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Collaborate with team members to achieve shared goals in improving overall customer experience.
Customer Service Representative
GetInsured
Remote
09.2023 - 04.2024
- Handled inbound calls and chats for the Virginia state Insurance Marketplace.
- Efficiently triaged accounts to identify suitable solutions for issues.
- Handled incoming phone inquiries efficiently.
- Approach each call with a willingness to assist attitude
- Enter application data entry effectively ensuring complete accuracy
- Appropriately triage customer account as needed
- Submit tickets to correct carrier issues when necessary
- Effectively deescalate calls
- Complete marketplace applications on behalf of the consumers
- Create new member accounts for customers
- Possesses the ability to work well under pressure and handle high call volume
- Executed outbound calls when necessary.
- Transfer out calls to appropriate entity when needed
- Intercept inbound chat support messages and assist accordingly
- Notate every interaction on member account
- Adhered to HIPAA guidelines consistently.
- Perform multiple essential data entry tasks for each call
- Ensure each interaction is up to quality assurance standards
Customer Service Representative
Incept
Remote
04.2021 - 08.2021
- As a remote Customer Service Representative for Incept, I received Inbound calls on behalf of Summit Racing in a call center environment
- Process customer orders over the phone
- Direct calls to correct department
- Process returns
- Assist customers with resolving any issue they may have with a order
- Submit lost/ damaged package claims
- Answer every call with a smile and make sure the customer is satisfied before ending the call
- Adhere to company quality assurance standards
Receptionist
Future Directions
Parma, OH, USA
09.2019 - 11.2020
- Greet each guest and let the stylist that their client has arrived
- Operate cash register and computer
- Open and close register daily
- Complete end of day deposit
- Answer multiple phone lines
- Book appointments
- Make sure the salon is clean and a welcoming environment for our clients
- Follow state board Covid 19 safety guidelines to maintain a safe environment for everyone
Client Service Representative/ Lead CSR
VCA Animal Hospital
Burbank, CA
08.2017 - 01.2019
- As a Client Service Representative, it was my job to ensure each client is treated as our top priority and that they and their pet get the best care possible
- Client Service Representatives essentially run the front end of the hospital to ensure everything continues smoothly for staff and patients
- Complete weekly inventory for cat and dog prescription foods and place orders
- Communicate directly the with office manager to discuss how the reception desk was running on a regular basis and discuss performance
- Perform hospital opening and closing procedures
- Engage in live chats with clients regarding patient status
- Charge out each client
- Answer incoming phone calls from a multi line system
- Check hospital email and fax machine throughout the day
- Ensure the lobby and exams rooms are clean at all times
- Book appointments
- Communicate with the doctors when questions arise from clients and get back to them in a timely fashion
- Effectively communicate with the doctors and technicians
- Call other hospitals/ clinics to obtain records for mutual clients
- Respond to customer emails and website inquiries
- Perform essential data entry tasks
- Scan each patient chart into the system to convert to electronic medial record
- Consistently keep track of the schedule
- Follow up on free first exam leads from the company website
- Train and coach new staff members
Barista / Barista Trainer
Starbucks Coffee Company
Sherman Oaks, CA, USA
09.2013 - 08.2017
- As a barista at Starbucks, it was my duty provide each customer with friendly, prompt service, make quality beverages, and maintain a clean and comfortable store environment
- Provided quality beverages for all customers
- This included preparing espresso drinks, blended drinks, tea drinks, etc
- Operated cash register
- Maintained a clean and organized workspace
- Assisted with new partner training by positively reinforcing successful performance and giving encouraging coaching as needed
- Delivered legendary customer service to all customers by acting with a customer comes first attitude
- Discovered and responded to customer needs
- Maintained a calm demeanor during periods of high volume or unusual events to keep store operating as usual
- Anticipated customer and store needs by constantly evaluating the store and customers for cues
Shift Supervisor
Kmartcorp
Burbank, CA
05.2010 - 08.2013
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Increased sales performance through effective upselling techniques and staff training initiatives.
Education
High School Diploma -
Options for Youth Charter School
Burbank, CA06.2006
Skills
- Customer Service
- CSR
- Customer Care
- Coffee Experience
- Barista Experience
- Serving Experience
- Catering
- Multi-line Phone Systems
- POS
- Host/Hostess
- Cash Handling
- Cashiering
- Sales
- Live chat
- Windows
- Conflict management
- Computer skills
- Communication skills
- HIPAA
- Hospital experience
- Front desk
- Data entry
- Order entry
- IOS
- Hospitality
- Organizational skills
- Medical terminology
- Time management
- Typing
- Call center
- Microsoft Outlook
- CRM software
- Retail sales
- Guest services
- Phone etiquette
- Outbound calling
- Mobile applications
- Microsoft Word
- Customer support
- Google Docs
- Pricing
- Microsoft Office
- Computer literacy
- Medical records
- Records management
- Restaurant experience
- Technical support
- Help desk
- Analysis skills
- Information security
- Basic math
- E-commerce
- AI
- Social media management
- Leadership
- Zendesk
- Marketing
- Email marketing
- EDI
- Databases
Timeline
Customer Care Advocate
Conduent
08.2024 - Current
Customer Service Representative
GetInsured
09.2023 - 04.2024
Customer Service Representative
Incept
04.2021 - 08.2021
Receptionist
Future Directions
09.2019 - 11.2020
Client Service Representative/ Lead CSR
VCA Animal Hospital
08.2017 - 01.2019
Barista / Barista Trainer
Starbucks Coffee Company
09.2013 - 08.2017
Shift Supervisor
Kmartcorp
05.2010 - 08.2013
High School Diploma -
Options for Youth Charter School