Syrena Bingle
Orlando,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Versant Health
02.2021 - 09.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Analyzed the enrollment process for 2000 plus Medicaid and Medicare beneficiaries by implementing an online eligibility checker tool, reducing wait time by %50 and increasing application completion rate by %25.
- Coordinated communication between 34 insurance companies and 2,000 patients by managing an extreme volume email box, responding to %90 of inquiries within 24 hours.
Fraud Representative
PenFed Credit Union
04.2019 - 01.2021
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Developed and analyzed customer support request using Zendesk to identify top issues, leading to a %25 reduction in customer complaints.
- Revamped customer call process through the implementation of innovative tools and systems, leading to a remarkable %20 decrease in call duration and a significant %15 boost in overall customer satisfaction.
Customer Service Specialist
CBE Companies Inc.
02.2018 - 03.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed high call volume of 300 plus calls daily through a computerized system that tracked 10,000 calls weekly.
- Accessed callers to specific departments based on needs; cut customer wait times by %50 and heightened satisfaction rate by %25.
Education
High School Diploma -
Gateway High School
Kissimmee, FL06.2018
Skills
- Call Management
- Information Security
- Account Updating
- Appointment Scheduling
- Report Generation
- Data Entry
- Complaint Resolution
- Coordination
- System Implementation
- Active Listening
- Technical Support
- Quality Assurance Controls
Timeline
Customer Service Representative
Versant Health
02.2021 - 09.2023
Fraud Representative
PenFed Credit Union
04.2019 - 01.2021
Customer Service Specialist
CBE Companies Inc.
02.2018 - 03.2019
High School Diploma -
Gateway High School
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