Travis Grayson
Boynton Beach,FL
Summary
Call Center Team Leader with over 15 years of call center experience. Known for customer service skills to provide leadership and encouragement to co-workers and team members.• A solid Customer Service Professional with 10 +years in the industry • A strong communicator that works well in a team environment and is accustomed to working with the end-user utilizing excellent customer service w skills allowing for a smooth interaction Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in the Healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Implementation Specialist Call Center
Call 4 Health
Delray Beach, FL
04.2023 - 12.2023
- Leadership role, train trainers on AI for coaching and development of agents
- Assist training classes or refresher courses for tenure and new agents
- Audit call monitors and evaluations of agents.
- Created comprehensive user documentation outlining processes, procedures, and troubleshooting techniques.
- Established communication protocols with customers related to implementation timeline expectations.
- Maintained detailed records of all changes made during the implementation process.
- Prepared presentations outlining proposed changes or enhancements for upper management review.
- Provided feedback on product features or design elements that could improve usability or performance.
- Coached, mentored and developed implementation managers by teaching best practices and protocols to reduce discrepancies.
Sr. HR Generalist Remote
Wipro
10.2022 - 03.2023
- General HR specialist for CVS employees
- Assisted with PTO, vacation, medical, benefits, and general human relation issues.
- Developed and implemented strategies to increase employee engagement, satisfaction, and retention.
- Identified training needs for staff and developed relevant learning materials.
- Developed systems for tracking employee performance reviews; created reports summarizing results of reviews.
- Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
- Developed and documented HR procedures to refine processes and drive compliance with policies.
Patient Care Coordinator (remote)
US Bioservices/ Eteams(contractor)
03.2022 - 10.2022
- Answered patient calls, emails, and questions, including finding insurance estimates
- Confidentially managed patient accounts
- Scheduled patient visits and answered pre-visit questions, including about billing
- Ensured compliance with professional standards & regulatory requirements
- Also assisted with assistance determination applications and Benefit Verification.
CSR Remote Unemployment
Vdart Inc KDOL
06.2021 - 01.2022
- CSR rep for Kansas Dept of Labor
- Assisted claimants with weekly claims and claim inquiries.
- Provided customer service support to customers over the phone and by email.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Assisted in the development of customer service procedures and policies.
- Documented all conversations with customers in CRM software according to company standards.
- Participated in team meetings or training sessions when necessary.
Customer Service Representative (CSR) Remote
Aerotech Transamerica
01.2021 - 06.2021
- Insurance rep claims dept
- Assisted in payments and policy inquiries
- Handled death claims.
- Documented changes in claim statuses using specialized software systems.
- Interpreted legal documents such as contracts or court orders when evaluating claims for payment.
- Analyzed trends in claim denials or delays to identify areas for improvement within the organization.
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Adhered to strict guidelines pertaining to confidentiality while handling sensitive personal information.
CSR - Customer Service Representative (remote)
Titan Technologies Inc FL DEO
Lakeland, FL
04.2020 - 01.2021
- Claimant rep for Florida Unemployment
- Assisted claimants with unemployment claims via email, phone, and chat.
Remote Customer Service Representative
Nestlé Waters North America
06.2019 - 04.2020
- Assisted customers with billing inquiries, made payments, changed credit card info, and assisted with delivery and pickup of products
- Made adjustments to account and general car duties.
CSR Aetna (outsource) Team Lead
CONCENTRIX
10.2017 - 05.2019
- Handled claims and benefit information for members
- Medicare part C and D
- Billing, took payments, located physician, hospital in and out of network
- Provided accurate, valid, and complete information by using the right methods/resources
- Followed communication procedures, guidelines, and policies and HIPPA laws and regulations
- Took the extra mile to engage members.
CSR AT&T/Direct TV
Sitel
10.2016 - 09.2017
- Billing and inquiries for AT&T and first-line tech support for Direct TV
- Assisted customers with any billing or payments normal customer services duties
- Troubleshot digital box, sent hits to box, diagnosed error codes, determined if it's a satellite issue, dispatched technician if troubleshooting does not resolve issue.
Software/ Network Support Tech Tier
Henry Schein
Greenville, SC
01.2015 - 07.2016
- Troubleshooting of software/ Network
- Entered information into ticketing system of procedure
- Searched issue via Knowledge Base/ Internet.
Education
Some college -
GED -
Skills
- ACTIVE DIRECTORY
- Team Management Call Center
- Customer Care
- Customer Service
- CSR
- Call Center
- Help Desk
- Operating Systems
- Microsoft Windows
- Technical Support
- Microsoft Office (4 years)
- Microsoft Excel
- Supervising experience
- Microsoft Word
- Office experience
- User Training
- Customer support
- Typing
- SharePoint
- Client Education Needs
- Issue Resolution
- Telephone and Email Etiquette
- Incoming Call Management
- Document Management
- Training Management
- Quality Assurance
- Complaint Resolution
- Call Center Customer Service
- Knowledge Database Expertise
- De-Escalation Techniques
- Inbound and Outbound Calling
- Understanding Customer Needs
- Customer Service Excellence
- Customer Account Management
- Call Center Operations
Certification
Conflict Management
Assessments
- Technical support, Proficient, 01/2022
- Customer service, Proficient, 11/2020
- Customer focus & orientation, Proficient, 02/2022
References
References available upon request.
Timeline
Implementation Specialist Call Center
Call 4 Health
04.2023 - 12.2023
Sr. HR Generalist Remote
Wipro
10.2022 - 03.2023
Patient Care Coordinator (remote)
US Bioservices/ Eteams(contractor)
03.2022 - 10.2022
CSR Remote Unemployment
Vdart Inc KDOL
06.2021 - 01.2022
Customer Service Representative (CSR) Remote
Aerotech Transamerica
01.2021 - 06.2021
CSR - Customer Service Representative (remote)
Titan Technologies Inc FL DEO
04.2020 - 01.2021
Remote Customer Service Representative
Nestlé Waters North America
06.2019 - 04.2020
CSR Aetna (outsource) Team Lead
CONCENTRIX
10.2017 - 05.2019
CSR AT&T/Direct TV
Sitel
10.2016 - 09.2017
Software/ Network Support Tech Tier
Henry Schein
01.2015 - 07.2016
Some college -
GED -
Conflict Management
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