Temperance Wooden
Marianna,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Relations industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Patient Care Advocate
Cigna
10.2023 - Current
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Managed high volume calls
Healthcare Customer Service Representative
TTEC Services
07.2021 - 10.2023
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed over 50 customer calls per day.
Human Resources Assistant
Aerotek
07.2020 - 07.2021
- Adhered to company policies and scripts to consistently achieve call-time and quality standards in a call center environment.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Responded proactively and positively to rapid change.
- Managed cases from employees who has made contact with Covid-19 to determine approval.
- Acquired knowledge and stayed up to date on best practices for slowing spread of COVID-19.
- Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
Auto Claims Adjuster
The Warranty Group
04.2018 - 01.2019
- Examined photographs and surveillance and any other documents relating to claims.
- Documented all findings in concise reports.
- Calculated quotes and educated potential clients on insurance options.
- Analyzed sales volume, retention and loss ratio trends to identify areas for improvement.
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
- Evaluated all evidence with ultimate goal of creating positive outcomes for client's claims.
- Eliminated claimant, premium and provider fraud.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
Education
High School Diploma -
Marianna High School
Marianna, FL05.2012
Skills
- Customer service
- Exceptional communication skills
- Product knowledge
- Data entry
- Sales
- Case Management
- MS Office
- Call center operations
- Staff Training
- Verbal and Written Communication
- Call Monitoring
- Active Listening
Websites
Timeline
Patient Care Advocate
Cigna
10.2023 - Current
Healthcare Customer Service Representative
TTEC Services
07.2021 - 10.2023
Human Resources Assistant
Aerotek
07.2020 - 07.2021
Auto Claims Adjuster
The Warranty Group
04.2018 - 01.2019
High School Diploma -
Marianna High School
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