SUMMER TURNER
Philadelphia,PA
Summary
Personable and highly organized, with strong ability to communicate effectively and empathize with customers. Possesses solid understanding of customer service principles and adept at using CRM software and resolving issues efficiently. Committed to enhancing customer satisfaction and fostering positive relationships.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Cigna
Philadelphia, PA
02.2025 - Current
- Assist members by analyzing medical claim details, identifying errors, and submitting claim adjustment requests to ensure accurate processing and member satisfaction.
- Handle escalated issues, demonstrating problem-solving skills in high-pressure situations.
- Accurately quote benefits including co-payments, co-insurance and coverage limitations.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Implement feedback from supervisors to continuously improve performance and enhance customer care skills.
- Collaborate with cross-functional teams to resolve complex customer issues in a timely manner.
Customer Service Representative
TTEC
Englewood, CO
11.2024 - 04.2026
- Manages customer inquiries and issues related to electronic medical records (EMR), including resolving discrepancies, and ensuring data accuracy.
- Provides accurate information about products and services to customers.
- Utilizes Zendesk and Oracle to manage and document cases weekly, ensuring seamless cross-department collaboration and data accuracy.
- Processes subscription cancellations and reactivation efficiently within the first interaction, contributing to overall customer retention.
- Updates and maintains accurate customer profiles, including personal information, addresses, and account preferences.
- Provides clear and empathetic communication to customers experiencing technical or account issues.
- Researched and implemented best practices for handling complex customer concerns effectively.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Independent Contractor Courier
American Expediting
Philadelphia, PA
03.2023 - 11.2024
- Managed the transport of time-sensitive and temperature-controlled medicine as well as various other goods across multiple states (PA, NJ, DE, VA, MA, CT, NY, MD), demonstrating strong organizational skills and attention to detail.
- Interacted with clients and dispatch to coordinate delivery schedules, address concerns, and provides updates, emphasizing a commitment to customer satisfaction.
- Participated in ongoing proprietary online medical courier trainings and certifications to become more of an asset and advance my knowledge in problem solving and customer service.
- Quickly addressed and resolved logistical challenges and client inquiries remotely, showcasing adaptability and resourcefulness in high-pressure situations
Education
Associate of Applied Science - Dental Hygiene
Community College of Philadelphia
Philadelphia, PA05.2024
Skills
- HIPAA Regulations Knowledge
- Effective Call Tracking
- Typing Speed: 40 WPM
- Oracle
- Inbound and Outbound Calling
- Microsoft Teams
- Excel Spreadsheet
- Client relationship building
- Cross-functional coordination
- Technical proficiency
- Problem Resolution
- Adaptability
- Working efficiently within a remote setting
- Time Management
- Zendesk
- EMR
- Data entry
Certification
- Proprietary Online Medical Courier Training and Certifications
Timeline
Customer Care Representative
Cigna
02.2025 - Current
Customer Service Representative
TTEC
11.2024 - 04.2026
Independent Contractor Courier
American Expediting
03.2023 - 11.2024
Associate of Applied Science - Dental Hygiene
Community College of Philadelphia