Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Toyenta Readus

Columbus,GA

Summary

Integrity-driven people person and accomplished customer success professional offering 20+ years of experience in a multi-faceted and fast paced call center environment. Recognized as an avid closer with a strong concentration in interviewing clients to determine their needs for effective resolutions and building client loyalty, with an endless capacity to adapt to change.

Overview

24
24
years of professional experience

Work History

DMS Agent

Humana
05.2020 - Current
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
  • Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
  • Increased customer satisfaction by addressing concerns and providing tailored solutions for their needs.
  • Leveraged CRM software to track client interactions and identify sales opportunities.
  • Explained features and advantages of Medicare products or services to promote sales.
  • Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures.

Sales Agent

GoHealth
11.2018 - 05.2020
  • Developed strong relationships with clients through excellent customer service and regular followups.
  • Explained features and advantages of health insurance products or services to promote sales.
  • Leveraged CRM software to efficiently track leads, manage contacts, and monitor progress toward goals.
  • Assisted call-in customers with questions and orders.
  • Increased sales revenue by consistently meeting and exceeding sales targets.
  • Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.

Case Research Specialist

Conduent Payment Integrity Solutions
11.2015 - 05.2018
  • Interviewed attorneys, insurance adjusters, service representatives, law enforcement agencies and patients to gather details to assess potential recovery of paid health insurance claims in an high paced, virtual outbound call center
  • Used interviewing skills to gather details of potential insurance settlements, restitution orders, and/or lawsuits
  • Effectively probed in order to control the interaction, gather facts quickly, and assess if recovery was an option for our clients
  • Work across multiple platforms to enter facts in the database to justify my decision making process in case of client audits
  • Built rapport within a short window to gather facts that may not be willingly provided otherwise
  • Forwarded or closed cases efficiently based on recovery potential

Sales Consultant

AT&T
08.2010 - 10.2011
  • Functioned as a key member of a driven sales and service team that consistently exceeded revenue targets using solution based selling techniques in a high volume inbound call center
  • Analyzed bills to provide best solution for customers based on their calling needs
  • Reviewed, investigated, adjusted, or sustained billing claims
  • Maintained expert level of product knowledge to meet our client's needs including wireless phones, cable television, local/long distance phone service, VOIP, and high-speed internet
  • Met or exceeded revenue targets as an individual with an excellent retention rate
  • Performed at high competency levels using up to 25 systems and applications to resolve a customer's technical issues and or complete orders
  • Provided floor and training support for peers when needed, while maintaining excellent customer satisfaction rating.

Service Representative

AT&T
05.2000 - 08.2010
  • Provided delightful customer service with an impressive customer satisfaction rating in a fast-paced, high volume inbound call center
  • Performed as acting Service Manager when needed
  • Provided first level of technical support for phone features, high speed internet and long distance
  • Educated customers with billing concerns and how to better use products/services
  • Analyzed bills to provide best solution for customers based on their calling needs
  • Acted as a liaison on our customer's behalf with other internal departments
  • Reviewed, investigated, adjusted, or sustained billing claims
  • Demonstrated professionalism by always maintaining a positive and helpful tone while acknowledging our customer's anger and or frustration
  • Successfully neutralized angry customers daily and created a positive resolution experience using support, sales, and or service
  • Worked across up to 25 applications/programs to resolve a customer's concerns
  • Participated in several customer loyalty teams: Win-Back Team, AT&T Long Distance Initiative, Customer Retention Team, High Speed Internet Retention Team, U-verse Sales, Repair

Education

No Degree -

Harold Washington College
Chicago, IL

Diploma -

Lourdes High School
05.1994

Skills

SAAS

CRM

ACTIVE LISTENING

COMMUNICATION

CONFLICT RESOLUTION

RELATIONSHIP BUILDING

EMPATHY

PRODUCT KNOWLEDGE

GROWTH MINDSET

CUSTOMER NEEDS DETERMINATION

CRITICAL THINKING

Personal Information


  • Work Permit: Authorized to work in the US for any employer

Timeline

DMS Agent

Humana
05.2020 - Current

Sales Agent

GoHealth
11.2018 - 05.2020

Case Research Specialist

Conduent Payment Integrity Solutions
11.2015 - 05.2018

Sales Consultant

AT&T
08.2010 - 10.2011

Service Representative

AT&T
05.2000 - 08.2010

No Degree -

Harold Washington College

Diploma -

Lourdes High School

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