Skylar Young
Louisville
Summary
CSR with 2+ years of experience in dealing with customer requests and concerns. Demonstrate knowledge of insurance products, services, and customer interactions. Proficient at listening to customers, meeting productivity goals, and staying current on company offerings. In dealing with a variety of issues, I am meticulous, resilient, and adaptable. Motivated to keep customers happy and contribute to the company's success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
Metlife Pet Insurance
06.2023 - Current
- Coordinated with claims adjusters to ensure fair and timely settlements for policyholders, maintaining a high level of customer satisfaction.
- Resolved escalated customer issues promptly and professionally, restoring confidence in our services while preserving brand reputation.
- Participated in ongoing professional development courses to maintain current knowledge of insurance products and regulations, enhancing overall expertise as a representative.
Customer Service Specialist
KnippeRx
07.2022 - 05.2023
- Handled customer inquiries via phone, email, and web-based platforms.
- Provided a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues.
- Gained an in-depth understanding of product information and was able to provide knowledgeable responses to a variety of questions.
- Dealt with all customer service issues courteously and in accordance with company policies.
- Exceeded clients' expectations by compassionately gathering required medical and work history information to complete Takeda Program applications through CRMs like Salesforce.
- Assisted customers with placing orders, navigating systems, and locating items over the phone to solve their problems.
- Refilled medications for patients according to the pharmacist's orders.
- Worked with insurance companies to secure payments and refill authorizations.
Customer Service Representative
Teleperformance Louisville
02.2021 - 08.2021
- Worked exclusively in the Credit Card Department of USAA.
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
- Collaborated with other departments such as insurance, fraud, and debit card as required to find solutions based on customer needs.
- Ensured that billing information was consistent and accurate.
- Built and nurtured strong relationships with customers in order to foster loyalty and increase customer satisfaction.
- Met or exceeded revenue targets with successful promotions of programs during routine inbound calls and outbound sales follow-ups.
- Answered over 15-20 calls per hour to meet the fast-paced call center demands.
Package Handler
UPS Worldport
06.2020 - 01.2021
- Double-checked the accuracy of the product load and transported it safely throughout the warehouse.
- Was in charge of high-volume paperwork and worked with the North Sea package handling department to resolve billing and shipping issues.
- Used hand trucks and pallet jacks to unload the cargo from the truck.
- Used lift and hand trucks to transport shipment materials to and from designated areas.
- Discussed potential hazards and other issues with teammates and supervisors so that we could resolve them together.
- Immediately informed the purchasing team of any missing or damaged items when unloading and receiving.
- Used scanners to keep track of parcel details like condition and receipt.
- Attached documents to outbound shipments, such as PO receipts, packing slips, and bills of lading.
Education
Some college (No degree) - Business Communications
Jefferson Community & Technical College: Southwest Campus
Louisville, KYSome college (No degree) - Business Management
University of Louisville
Louisville, KYGED - undefined
Western High School
Shively, KY01.2020
Skills
- Customer-oriented
- Upselling techniques
- Good communication skills
- Shipping procedures understanding
- Multitasking
- Warehousing practices and procedures
- Claims investigation and research
- Money handling abilities
- Skilled problem solver
- Motivated team player
- Recordkeeping strengths
- Credit card processing
- Data entry
- Complaint resolution
- Receiving support
- Call center transactions
- CRM
- Medicare and Medicaid eligibility
- Computer literate
Certification
Registered Pharmacy Technician
Timeline
Customer Experience Specialist
Metlife Pet Insurance
06.2023 - Current
Customer Service Specialist
KnippeRx
07.2022 - 05.2023
Customer Service Representative
Teleperformance Louisville
02.2021 - 08.2021
Package Handler
UPS Worldport
06.2020 - 01.2021
Some college (No degree) - Business Communications
Jefferson Community & Technical College: Southwest Campus
Some college (No degree) - Business Management
University of Louisville
GED - undefined
Western High School
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