Ty Harris
Newport News,VA
Summary
Goal-oriented Customer Support Executive skilled at building trust and rapport to maintain customer loyalty. Track record of high customer retention rates thanks to excellent communication and problem-solving skills. Thriving in both self-motivated and collaborative team settings.
Overview
5
5
years of professional experience
Work History
Customer Support
Global Tyme
Newport News, VA
06.2020 - Current
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Customer Support
EARP Rental
Newport News, VA
04.2018 - 05.2020
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
- Mentored new employees on procedures and policies to maximize team performance.
Medicare Enrollment Specialist/Claims Representative
Maximus Federal Services
Chester, VA
01.2018 - 02.2019
- Explained advantages, disadvantages and features of policies to promote sales of Medicare plans.
- Contacted policyholders to explain policies, analyze insurance options and suggest changes and additions to policies.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Maintained positive working relationship with fellow staff and management.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Conducted interviews with applicants, explaining benefits process and which programs were available.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
Education
High School Diploma -
Matoaca High School
Chesterfield, VA06.2019
Skills
- Software Evaluation
- Microsoft Office
- Friendly, Positive Attitude
- PPE Use
- Reliable & Trustworthy
- Organizational Skills
- Conflict Resolution
- Customer Service
- Relationship Building
- People Skills
- Computer Skills
- Critical Thinking
- Basic Math
- Good Work Ethic
- Problem Resolution
- HIPAA Compliance
- Advanced Anatomy Knowledge
- Multi-line Telephone System Operation
- Multitasking and Prioritization
- Appointment Scheduling
- Time Management
Timeline
Customer Support
Global Tyme
06.2020 - Current
Customer Support
EARP Rental
04.2018 - 05.2020
Medicare Enrollment Specialist/Claims Representative
Maximus Federal Services
01.2018 - 02.2019
High School Diploma -
Matoaca High School
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