Valeria L. McRae
Chattanooga,TN
Summary
Knowledgeable and dedicated customer service professional with over 10 years experience. Solid team player with an outgoing, positive demeanor. Proven skills in establishing rapport with clients and maintaining customer satisfaction to contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Eligibility Analyst
Ashaun LLC
Chattanooga, TN
08.2019 - 09.2021
- Updated Subscriber Insurance enrollment information following company and group policy.
- Provided requested information pertaining to coverage. Forwarded requests beyond Eligibility's purview to correct department for completion.
- Completed eligibility and travel letters as needed.
- Completed 55 to 75 requests per day.
Sales Support Specialist
Lifetouch National School Studios Inc.
Chattanooga, TN
05.2016 - 05.2019
- Ensured accounts received first-rate service or support with regard to questions and concerns. Assisted with accounts that had questions or concerns and provided information back to Sales Representatives
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities. Managed approximately 30 incoming calls and placed outgoing calls to confirm picture day details and answer account questions
- Ensured account management and accuracy including updating account contact information, and job bookings
Customer Service Representative
Blue Cross Blue Shield Of Tennessee
Chattanooga, TN
07.2007 - 01.2015
- Coordinated with coworkers and managers to resolve difficult and high-level customer issues
- Managed over 50 calls per day with minimal wait times
- Verified client information by analyzing existing evidence on file
- Maintained strong knowledge of basic medical terminology to better understand services and procedures
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Agent Support Representative
Covista Communications
Chattanooga, TN
08.2001 - 06.2007
- Educated agents on promotional options, sales policies, and methods for obtaining desired results from company offerings
- Maintained customer account data with manual forms processing and digital information updates
- Developed team communications and information for Sales Productivity meetings
- Took inbound and outbound calls for up to 50+ agents per day using computer and call center software systems
- Offered friendly and efficient service, handled challenging situations with ease
Education
Bachelor of Arts - Mass Communications
Savannah State University
Savannah, GASkills
- Customer service excellence
- Good listening skills
- Oral and written communication
- Operations
- Order processing
- Account management
- Complaint resolution
- Data entry
- Quality assurance
- Professional telephone demeanor
- Inbound and outbound calling
- Service standard compliance
- Quick learner
- Account servicing skills
- Coordinating documents
Additional Information
Customer Service Skills Training, Call Center Service Operations, Complaint Handling/Dispute Resolution
Timeline
Eligibility Analyst
Ashaun LLC
08.2019 - 09.2021
Sales Support Specialist
Lifetouch National School Studios Inc.
05.2016 - 05.2019
Customer Service Representative
Blue Cross Blue Shield Of Tennessee
07.2007 - 01.2015
Agent Support Representative
Covista Communications
08.2001 - 06.2007
Bachelor of Arts - Mass Communications
Savannah State University
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