Susan Wade
Queens,NY
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
10
10
years of professional experience
Work History
Service Agent
Healthfirst
New York, NY
11.2019 - Current
- Assist providers in creating and modifying authorizations for medical procedures and medications.
- Investigated and resolved member and provider inquiries and complaints quickly.
- Ordered member's identification cards and forwarded member guidebooks and other member correspondence.
- Take inbound calls from existing and future policy holders.
- Utilize problem resolution to deescalate any irate customers.
- Receive 99% or above average Quality Assurance approval during auditing.
- Documented problems and corrective actions to maintain records.
- Consistently met performance metrics in speed, accuracy, and volume.
Customer Service Representative
Forrest Solutions Group
Long Island City, NY
12.2016 - 11.2019
- Facilitate invoice management.
- Directed incoming calls to internal personnel and departments.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
- Managed over 75 customer calls per day.
Administrative Assistant
New York Life Insurance
New York, NY
04.2015 - 12.2016
- Analyzed member agreements and licensing format(s).
- Approved and coordinated executive calendar.
- Managed and invoiced capital and monetary policy agreements.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Answered more than 50 inbound customer calls per day
Order Processor
New York Dress Co Inc.
New York, NY
09.2015 - 04.2016
- Assisted customers by providing tracking information and resolving shipping or merchandise issues.
- Processed payments, including credit and debit card transactions online.
- Contacted customers to collect payments and verify or add to existing information, consistently providing timely, accurate and customer-oriented service.
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
- Resolved average of 50 -55 inquiries per day.
Education
Cosmetology - Cosmetology
Long Island Beauty School Inc
Hempstead, NY01.2009
High School Diploma -
Uniondale High School
Uniondale, NY06.2008
Skills
- Upbeat and Positive Personality
- Professional telephone demeanor
- Data entry
- Complaint resolution
- Administrative support
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Computer Proficiency
- Customer Engagement
- Call Volume and Quality Metrics
- Inbound and Outbound Calling
- Policy and Procedure Adherence
Timeline
Service Agent
Healthfirst
11.2019 - Current
Customer Service Representative
Forrest Solutions Group
12.2016 - 11.2019
Order Processor
New York Dress Co Inc.
09.2015 - 04.2016
Administrative Assistant
New York Life Insurance
04.2015 - 12.2016
Cosmetology - Cosmetology
Long Island Beauty School Inc
High School Diploma -
Uniondale High School
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