Summary
Overview
Work History
Education
Skills
Certification
Timeline
OfficeManager
Trey Freeman

Trey Freeman

McDonough,GA

Summary

Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Making use of my current skills to be an asset to my company, and also expand my current knowledge and experience as a professional. Offering 13 years of service-focused experience.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Advocate Specialist

Verizon Wireless
09.2016 - Current
  • Utilizing my extensive customer service history to solve tough problems while simultaneously delivering exceptional customer service
  • With my ability to multi-task and my tech-savvy skills I am able to resolve challenging customer issues including device-related troubleshooting, billing, service inquiries, new account set up, and more
  • Answering a high volume of customer calls and delivering innovative, individualized solutions, satisfying the ever- changing needs of our diverse customer base
  • Exhibiting my ability to form a trusted bond, listen attentively and respond to customer inquiries makes my role, expertise, and knowledge critical between Verizon and our valued customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Completed opening and closing functions to meet operational needs.
  • Maintained and managed customer files and databases.
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
  • Educated customers about Product or Service options and processed purchases.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Developed and updated databases to handle customer data.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Regulatory Specialist II

Child Support Enforcement Division
02.2015 - 09.2016
  • Interact with parents ordered to provide child support to answer questions, address changes in order terms or party's circumstances and resolve outstanding enforcement activities by negotiating improved financial and/or medical compliance in accordance to policy and procedures
  • The Child Support
  • Enforcement unit is responsible for implementing the policies and procedures of the Child Support
  • Enforcement (CSE) Program in an assigned geographical area in accordance with Florida Statutes and
  • Title IV-D of the Social Security Act
  • This position is responsible for implementing the policies and procedures of the CSE Program.
  • Performed case management tasks to enforce court-ordered child support obligations.
  • Researched legal, financial and other records to obtain data needed to secure and enforce child support cases.
  • Located parents for gaining child support and prepared records of payments.
  • Calculated child support obligations and debts.
  • Monitored cases for support order compliance and made adjustments.
  • Explained policies, procedures and instructions to parents.
  • Interviewed involved parties to confirm facts, verify data and locate persons and financial assets.
  • Evaluated income and expense data of non-custodial parents to determine support capability.
  • Documented data and completed accurate updates to case records.
  • Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
  • Maintained detailed case histories, metrics and reports to meet strict standards.

REGULATORY SPECIALIST I

Department Of Health, Medical Quality Assurance
07.2014 - 02.2015
  • License and regulate 42 health care professions and 8 facilities/establishments for the Medical Quality
  • Assurance Department
  • Provide information for health care practitioners, licensure applicants, and health care consumers
  • Evaluate credentials of applicants for initial licensure to determine statutorily established minimum standards are met
  • Responsible for obtaining information to credential new applicants and recredential participating practitioners according to department standards.
  • Communicating with persons outside of the organization representing the organization to customers, the public, government, and other external sources.
  • Maintained and archived regulatory paperwork.
  • Performed and documented quality control checks to maintain compliance with company initiatives.
  • Prepared and submitted regulatory file applications and supporting documentation.
  • Received, researched and resolved consumer inquiries.
  • Reviewed medical license certificates and requirements data to assess compliance with the state of Florida regulations.
  • Worked with governance committees to make and evaluate plans.
  • Consolidated global information relevant to medical compliance and monitored global submissions and approvals status.
  • Interpreted regulatory rules or rule changes and communicated with others through corporate policies and procedures.
  • Developed or tracked quality metrics.

Healthcare Insurance Advocate

Xerox
07.2010 - 07.2014
  • Responding to customer inquiries in a call center environment
  • Respond to telephone inquiries and complaints using standard scripts and procedures
  • Receive incoming calls and answers questions from interested parties, applicants, and families with existing accounts
  • Gather information, research/resolve inquiries and logs customer calls
  • Provide functional guidance, training and assistance to lower level staff
  • Eligibility Coordinators process applications and supporting documents review scanned Images via Workflow, examine and verify required supporting documentation (income, citizenship, correspondence), route escalated issues, and determine eligibility for applicant children
  • Customer Service enrollment specialist dealing with the Affordable Healthcare Act for the state of
  • Nevada, Kentucky, and Virginia.
  • Answered customer questions regarding deductibles.
  • Examined claims forms and other records to determine insurance coverage.
  • Verified insurance claims and determined fair amount for settlement.
  • Researched and analyzed policy contracts to verify proper payment of claims.
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
  • Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
  • Conducted day-to-day administrative tasks to maintain information files and process paperwork.
  • Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
  • Followed up with insured individuals regarding premium and deductibles payments.

Education

ASSOCIATE - Liberal Arts And General Studies

Tallahassee Community College
Tallahassee, FL

Skills

  • Sales and Upselling
  • Billing and Payment
  • Billing Inquiry Resolution
  • Sales Report Generation
  • Microsoft Office
  • Customer Account Management
  • Business Opportunities Support
  • Consumer Research
  • Online Chat
  • Multi-Line Phone Systems
  • Account Growth
  • Solution Development
  • Livechat Messaging
  • Productivity Standards
  • Conflict Resolution
  • Customer Retention Strategies
  • Complex Product Knowledge
  • Issue and Complaint Resolution
  • Client Relationships
  • Customer Inquiries
  • Healthcare Assistance
  • Benefits Determination
  • Membership Inquiries and Renewals
  • Customer Interaction
  • Conflict Mediation Abilities
  • High-Volume Environments
  • Service Quality
  • Corrective Action Plans
  • Account Closing
  • Billing Adjustments and Refunds
  • Educating Customers
  • Merchandise Orders and Exchanges
  • Past Due Account Management
  • Call Volume and Quality Metrics
  • Data Entry
  • Invoice Requests
  • Contract Interpretation
  • Inbound Call Management
  • Customer Data Confidentiality
  • Account Changes
  • Quality Deliverables

Certification

First Aid Certification

Timeline

Customer Advocate Specialist

Verizon Wireless
09.2016 - Current

Regulatory Specialist II

Child Support Enforcement Division
02.2015 - 09.2016

REGULATORY SPECIALIST I

Department Of Health, Medical Quality Assurance
07.2014 - 02.2015

Healthcare Insurance Advocate

Xerox
07.2010 - 07.2014

ASSOCIATE - Liberal Arts And General Studies

Tallahassee Community College

Similar Profiles

CREATE PROFILE
Trey Freeman