Teresa Thomas
Rantoul,IL
Summary
Dynamic Customer Service Representative with a proven track record at Health Alliance Plan, adept at conflict resolution and building rapport. Expert in managing high-stress situations and enhancing customer loyalty through empathetic communication. Skilled in data entry and team collaboration, consistently achieving positive outcomes and client satisfaction.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Health Alliance Plan
06.2018 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Developmental Specialist
BlueCross Blue Shield Illinois
10.1997 - 06.2016
- Identified training needs and developed content while evaluating existing programs.
- Utilized evidence-based practices in designing interventions, enhancing the effectiveness of each client''s treatment plan.
- Conducted thorough assessments of clients'' developmental skills, identifying areas of strength and weakness to inform targeted interventions.
- Developed customized training programs based on each client''s specific needs and goals, leading to measurable improvements.
- Presented information using variety of instructional techniques or formats, such as role-playing, simulations, team exercises, videos and lectures.
- Completed projects in alignment with target deadlines and financial objectives.
Education
No Degree -
Parkland College
Champaign, IL 61820Skills
- Customer service
- Conflict resolution
- Call escalation
- Active listening
- Data entry
- Team collaboration
- Communication skills
- Customer relations
- Call center experience
- Professional telephone demeanor
- Building rapport
Timeline
Customer Service Representative
Health Alliance Plan
06.2018 - Current
Developmental Specialist
BlueCross Blue Shield Illinois
10.1997 - 06.2016
No Degree -
Parkland College
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