Susan King
New Castle,DE
Summary
Dedicated Senior agent with 20 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service. Deliver industry-leading service to every customer with knowledgeable, friendly support. Team-oriented, responsible and successful at maintaining team efficiency while meeting all customer requirements by leveraging strong multitasking, planning and problem-solving abilities. Quick learner well-versed in customer service operations and customer behaviors.
Overview
6
6
years of professional experience
Work History
Caregiver
Work From Home
New Castle, DE
01.2021 - 01.2021
- Transported clients to doctor appointments and other errands using wheelchair accessible vehicles.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Assisted elderly clients with activities of daily living such as bathing, dressing and grooming.
Senior Customer Service Agent
iQor
Bethlehem, PA
02.2018 - 01.2021
- Provided customers with product and service information.
- Resolved customer complaints via phone, email, mail, or social media.
- Utilized excellent customer service skills to ensure satisfaction of all customers.
- Assisted in training new Customer Service Agents on proper procedures and protocols.
- Responded promptly to general inquiries from customers via telephone or email.
- Provided guidance and support to junior Customer Service Agents regarding complex cases.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Consulted with customers regarding needs and addressed concerns.
Health Benefits Representative
Optum
Allentown, PA
04.2015 - 02.2018
- Assessed customer inquiries and provided accurate information regarding health benefits.
- Researched and resolved complex customer issues in a timely manner.
- Processed enrollments, changes, terminations, and other transactions related to health benefits.
- Developed relationships with customers to ensure satisfaction with health benefit services.
Education
Phlebotomy - Certified Phlebotomy Technician
Medcerts
14143 Farmington Rd Livonia, MI 48154Skills
- Payment Processing
- Strategy Development
- Customer Retention
- Performance Analysis
- Complaint Handling
- Conflict Management
- Order Fulfillment
- Documentation Review
- Call Control
- Escalation management
- Membership renewals
- Customer Support
- Order Processing
- Customer Service
- Call Documentation
- Order and Refund Processing
- Active Listening
Timeline
Caregiver
Work From Home
01.2021 - 01.2021
Senior Customer Service Agent
iQor
02.2018 - 01.2021
Health Benefits Representative
Optum
04.2015 - 02.2018
Phlebotomy - Certified Phlebotomy Technician
Medcerts
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