Troiniece Austin
Houston,Texas
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
HealthPlanOne
Houston, TX
09.2020 - 04.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Claims Representative
Diversified HealthCare Services
Houston, TX
01.2018 - 12.2021
- Interviewed policyholders to verify information and obtain additional details.
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Evaluated accuracy and quality of data entered into agency management system.
- Proposed settlements for uncomplicated issues to resolve claims.
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
Education
No Degree - Businesss
Houston Community College
Houston, TXHigh School Diploma -
Stratford High School
Houston, TX05.2012
Skills
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Customer Account Management
- Issue and Complaint Resolution
- POS Systems and Ordering Platforms
- Data Entry and Maintenance
- Customer Data Confidentiality
- Order and Refund Processing
- Interpretation and Translation Services
- Customer Retention Strategies
- Responding to Difficult Customers
- Call Documentation
- Building Customer Trust and Loyalty
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Affiliations
- Association of Health Care Administrative Assistants (AHCAA)
- Member, International Association of Administrative Professionals (IAAP)
- Virtual Association for Administrative Professionals (VAAP), member 2009 - Present
- International Customer Service Association
- American Institute of Certified Public Accountants
- Association of Information Technology Professionals
- American Society of Safety Professionals
Timeline
Customer Service Representative
HealthPlanOne
09.2020 - 04.2022
Claims Representative
Diversified HealthCare Services
01.2018 - 12.2021
No Degree - Businesss
Houston Community College
High School Diploma -
Stratford High School
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