THELMA EYETAN
Avenel,NJ
Summary
Dedicated & result-oriented call center professional with a proven track record of delivering exceptional service. Excellent communicator with a focus on empathy & problem solving.
Overview
4
4
years of professional experience
Work History
Benefits Customer Service Advocate
Bswift LLC
10.2023 - Current
- Receive an average of 40-50 inbound calls daily & conduct outbound calls liaising with insurance carriers & vendors to resolve billing errors and eligibility discrepancies.
- Process benefits enrollment during annual open enrollment periods quickly and accurately for these clients: CVS Health, Caterpillar, AIG, Carmax, The Home Depot, LHC Group & Keurig Dr Pepper.
- Resolve client issues with internal & external benefits administrators.
- Support HR & Accounts team with benefits administration tasks, ensuring accuracy and compliance with company policies.
- Efficiently manage high call volumes while maintaining a professional demeanor under pressure by efficiently resolving benefits-related inquiries and concerns.
- Assist customers with inquiries regarding their benefits coverage and eligibility, providing accurate information.
- Review documents submitted by customers for compliance with applicable regulations or standards.
- Provide detailed explanations of benefit plans and coverage options to customers.
- Assist customers with navigating online portals for benefit enrollment processes.
Customer Service/Call Center Representative
Stockbridge LLC
01.2020 - 10.2023
- Received inbound calls to assist customers with product inquiries, orders, and complaints in a timely manner.
- Conducted outbound follow-up calls when needed for clarification or additional information.
- Delivered exceptional customer service with extensive knowledge of products & services.
- Documented & updated customer information accurately in the system.
- Processed orders quickly and accurately while maintaining high quality standards for customer service delivery.
Education
Bachelor of Science - Mass Communication
Government College, Ikoyi
Lagos, Nigeria01.1993
Skills
- Excellent Communication skills
- Active Listening skills
- Empathy
- Proactive & Dedicated
- Pay attention to details
- Problem Solving & Multitasking
- Proficient in MS Office & CRM systems
- Complaint Resolution
- Administrative Support
- Follow-up skills
References
References available upon request.
Timeline
Benefits Customer Service Advocate
Bswift LLC
10.2023 - Current
Customer Service/Call Center Representative
Stockbridge LLC
01.2020 - 10.2023
Bachelor of Science - Mass Communication
Government College, Ikoyi
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