Travis McNeil
Raleigh,NC
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in Customer Service roles with high-volume customer demands. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in Customer Service role with high-volume customer demands.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Conduent
Cary, NC
11.2021 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Answered inbound calls,to facilitate customer service.
- Updated databases with new and modified customer data.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed employee enrollments to verify accuracy, inputting information into company database.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
- Assisted active employees & retirees with benefit information regarding their health care benefits.
Customer Care Center Associate
JF Petroleum Group
Morrisville , NC
06.2015 - 10.2021
- Assist with record keeping of customer interactions and transactions including inquires, comments and customer complaints.
- Handle customer inquiries promptly, obtain all relevant information to handle products and service inquiries and route them to the necessary personnel.
- Maintain a high attention to detail and have the ability to work in a fast paced environment; while maintaining excellent customer service.
- Data entry responsibilities, enter detailed notes obtained by phone calls and emails into ERP System.
- Input service requests with required billing and service information with the utmost accuracy.
- General office duties: answer incoming phone calls route calls to the necessary personnel, fax and photo copy.
- Promote positive, timely communication with internal departments and external service providers Customer Task Group (CTG).
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Delivered customer support to high call load each shift.
- Converted incoming calls into booked service appointments.
Customer Service Representative
Computer Task Group, CTG
Morrisville, NC
05.2014 - 01.2015
- Responsible for acting as liaison between customer, managers and sale team.
- Ability to handle and work in a fast past environment.
- General office duties, photo copied, faxed, scanned, mail handling.
- Handled customer inquiries, complaints and technical issues.
- Answered incoming telephone calls and routed calls to the necessary personnel.
- Checked customer order status, processed returns, created replacement orders, and gave customer technical information.
- Documented conversations with customers to track requests, problems and solutions.
Customer Service Representative
Total Outsourced Systems
Raleigh, NC
10.2013 - 03.2014
- Assist customers with returns, purchasing store protection plans and service packages.
- Helped the company attain the highest level in customer service.
- Calmed angry callers, located resources for problem resolution and designed best-options solutions.
- Added customer fuel points, gave fuel point balances and deli/bakery orders for Kroger’s and their sister companies and stores.
- Light data entry, updated customer’s profiles in data systems.
Customer Service Representative
ACS, A Xerox ( Humana Medicare Part D)
Raleigh, NC
08.2005 - 05.2012
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Made outbound calls to obtain account information.
- Reviewed account and service histories to identify trends and issues.
- Trained new employees on procedures and policies to maximize team performance.
- Upheld privacy and security requirements established by HIPPA regulatory agencies.
- Responded to member questions regarding plan benefits and provisions.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Reviewed criteria for different aid programs to determine eligibility for various applicants.
- Conducted interviews with applicants, explaining benefits process and which programs were available.
- Called applicants to set up appointments and explain benefits processes.
Education
GED -
Wake Tech Community College
01.2002
Skills
- Conflict mediation
- Training and development
- Data entry
- Payment processing
- Customer relations
- Inbound and Outbound Calling
- Credit card payment processing
- Call Center Operations
- High-energy attitude
- Customer service
- Product Knowledge
- Problem Resolution
- Professional Telephone Demeanor
- Customer Education
Timeline
Customer Service Representative
Conduent
11.2021 - Current
Customer Care Center Associate
JF Petroleum Group
06.2015 - 10.2021
Customer Service Representative
Computer Task Group, CTG
05.2014 - 01.2015
Customer Service Representative
Total Outsourced Systems
10.2013 - 03.2014
Customer Service Representative
ACS, A Xerox ( Humana Medicare Part D)
08.2005 - 05.2012
GED -
Wake Tech Community College
Similar Profiles
Deborah SwordDeborah Sword
Transaction Processor at ConduentTransaction Processor at Conduent
Alicia MorseAlicia Morse
Flex Trainer at ConduentFlex Trainer at Conduent
Emranullah NajibEmranullah Najib
Data Management Specialist at ConduentData Management Specialist at Conduent
Talia BarnesTalia Barnes
Technical Service Advisor at ConduentTechnical Service Advisor at Conduent
Darius FisherDarius Fisher
BUSINESS DEVELOPMENT REPRESENTATIVE at Total Assure – IBSS CorpBUSINESS DEVELOPMENT REPRESENTATIVE at Total Assure – IBSS Corp