Treasure Fields
Waco
Summary
Adept at multitasking and organization, I enhanced customer satisfaction rates significantly during my tenure at Towne Park LLC. Leveraging skills in dispute resolution and member account management, I consistently exceeded service standards. My proactive approach and ability to maintain confidentiality underpin my track record of fostering trust and delivering exceptional service.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Patient Access Ambassador
Towne Park LLC.
12.2023 - 10.2024
- Greeted patients and visitors to create welcoming atmosphere.
- Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Stayed calm under pressure to successfully dealt with difficult situations.
- Transport patients via wheelchair within facility.
- Enters confidential patient information into hospital database.
Front Desk Receptionist
Pivovar Hotel
02.2023 - 03.2024
- Resolved guest issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Completed data entry and filing to keep records updated for easy retrieval.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Organized, maintained and updated information in computer databases.
- Confirmed appointments, communicated with guests, and updated guest records.
- Collected payments, processed transactions and updated relevant records.
Banking Customer Service Representative
Genpact
02.2023 - 11.2023
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Opened, closed, and updated accounts for customers.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Educated customers on features and benefits of banking products and services.
- Maintained friendly and professional customer interactions.
- Processed applications for new accounts.
- Handled various accounting transactions.
- Educated customers on online banking and mobile banking applications.
- Monitored and verified suspicious activity on customer accounts.
- Assisted customers with banking needs and inquiries.
- Executed wire transfers, stop payments and account transfers.
- Performed account maintenance by closing out accounts and changing customer addresses.
Benefits Specialist
Aetna, a CVS Health
11.2021 - 03.2023
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Checked employees' benefits enrollment for accuracy.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated effectively with sales, HR and payroll representatives.
- Answered questions about eligibility determinations and plan options.
Customer Service Representative
GC Services
03.2019 - 11.2021
- Responded to customer requests for products, services, and company information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Implemented and developed customer service training processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Met customer call guidelines for service levels, handle time and productivity.
Medicare Customer Service Representative
Customer Contact Channels
10.2015 - 02.2019
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Assist Medicare and Health eligible individuals to select the appropriate health insurance coverage
- Present potential solutions using our world class suite of insurance products
Assist customers in identifying priority features and benefits - Meet new business production goals and objectives as established
- Utilize the established communication and sales process
- Meet daily, weekly and other performance targets
- Follow compliance guidelines and mandatory disclosures
- Provide best in class customer service through active listening and resourceful problem solving skills
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Total Outsourced Systems
06.2015 - 12.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Detailed payment options and explained price, receipt and billing details to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
University High School
Waco, TX05-2015
Skills
- Account updating
- Scheduling
- Member account management
- Customer service
- Call center procedures
- Documentation
- Multitasking and organization
- Inbound and outbound calling
- Data entry
- Dispute resolution
- Punctuality and reliability
- Call center experience
Timeline
Patient Access Ambassador
Towne Park LLC.
12.2023 - 10.2024
Front Desk Receptionist
Pivovar Hotel
02.2023 - 03.2024
Banking Customer Service Representative
Genpact
02.2023 - 11.2023
Benefits Specialist
Aetna, a CVS Health
11.2021 - 03.2023
Customer Service Representative
GC Services
03.2019 - 11.2021
Medicare Customer Service Representative
Customer Contact Channels
10.2015 - 02.2019
Customer Service Representative
Total Outsourced Systems
06.2015 - 12.2015
High School Diploma -
University High School
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