Summary
Overview
Work History
Education
Skills
Timeline
Generic

THERESA FERGUSON

Raleigh,NC

Summary

Knowledgeable Client Service experience with proven background in enhancing member satisfaction and addressing concerns promptly. Possesses valuable experience in managing member inquiries and resolving issues efficiently. Demonstrated ability in effective communication and problem-solving to support team goals.

Overview

13
13
years of professional experience

Work History

Member Service Representative (Remote)

Conduent Commercial Solutions
02.2024 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Maintained high-quality service by adhering to company policies and standards in all member interactions.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Assisted member's with first time login, password reset, trouble shooting website issues and sending case when needed to appropriate dept. for technical support.

Pharmacy Customer Service Representative (Remote)

Conduent Commercial Solutions
12.2018 - 02.2024
  • Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
  • Demonstrated adaptability through cross-training in various roles within the pharmacy setting to better serve customers as needed.
  • Collaborated with pharmacists to resolve drug therapy issues, optimizing patients'' overall health outcomes.
  • Ensured regulatory compliance by diligently adhering to pharmacy policies, procedures, and applicable laws during daily operations.
  • Provided proactive solutions for common customer inquiries, leading to increased satisfaction ratings.
  • Contributed to increased pharmacy revenue through proactive promotion of over-the-counter products and services.

Customer Service Associate (Remote)

ACS Services | Humana Health Care (Medicare)
08.2015 - 12.2018


  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained a high level of product knowledge, providing accurate information to customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
  • Assisted senior citizens with understanding MA, MAPD, and PDP plan deductible, copay, and premiums.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Reservation Sales Agent (Remote)

Triangle Rent A Car
04.2012 - 07.2015
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
  • Increased revenue with upselling techniques and promoting additional services or packages to guests during the reservation process.

Education

GED -

Wake Technical Community College
Raleigh, NC

Skills

  • Call center experience
  • Salesforce
  • Citrix
  • Finesse systems
  • Windows apps
  • Fiserv Transaction system
  • Jabber systems
  • Cisco

Timeline

Member Service Representative (Remote)

Conduent Commercial Solutions
02.2024 - Current

Pharmacy Customer Service Representative (Remote)

Conduent Commercial Solutions
12.2018 - 02.2024

Customer Service Associate (Remote)

ACS Services | Humana Health Care (Medicare)
08.2015 - 12.2018

Reservation Sales Agent (Remote)

Triangle Rent A Car
04.2012 - 07.2015

GED -

Wake Technical Community College
THERESA FERGUSON