Summary
Overview
Work History
Education
Skills
Timeline
VANESSA NTAMBO

VANESSA NTAMBO

Kent,WA

Summary

Overall, I have 6 years of experience in communicative customer service. Skilled and driven customer service professional seeking great customer service opportunities to meet up with companies' requirements and achievements. Communicative customer service professionals are motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skills like outstanding active listening, multitasking, analytical, flexibility, time-management, team player mentality, good verbal and written communication skills and great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Amicable call center professional thriving in fast-paced customer service settings offering exceptional strengths in skills and knowledge. With a good background knowledge in IT and diverse customer service experience I am ready to help my new environment achieve its goals while increasing my skills and knowledge.

Overview

7
7
years of professional experience

Work History

INTAKE CARE SENIOR REPRESENTATIVE/CUSTOMER REPRESENTATIVE

AFRO TECH CONSULTING LLC
05.2021 - Current
  • Manage high volume accounts
  • Work leadership may be provided by assigning work and resolving problems
  • Respond promptly and professionally to member inquiries via Zendesk tickets, email, chat, or phone
  • Provide quality customer experience while working to resolve customer's complaints/inquiries
  • Maintain a working knowledge of core products and utilize resources to obtain information of assigned products and industry information, state regulations, and promotions as needed
  • Worked with office 365, Google Suite and Salesforce
  • 1x1s and huddles with leadership to review performance opportunities and provide coaching
  • Ask appropriate questions and listen actively to identify specific concerns or issues while documenting all required information in computer systems in a clear and concise manner
  • Worked with Jira and ServiceNow ticketing system for documentation and to create incidents
  • Deliver an outstanding student experience by providing professional and courteous service in both written and verbal forms via phone and email
  • Schedule service appointments, prepare estimates, and process client payments
  • Used remote login tools like GotoResolve and Quick Assist to assist clients with technical and product questions
  • Cross-trained in multiple areas to support team members with high-volume task loads
  • Demonstrates consistent achievement in meeting all required quality, call management and productivity metrics as well as adhering to all processes and procedures within the department
  • Multi-tasking by maneuvering through various computer programs and screens
  • Advanced training or certification in leadership and service management
  • Resolve product or service questions through effective problem solving; including selecting and explaining the best solution or product; expediting correction or adjustment; and following up to ensure resolution
  • Provide clear, complete, accurate, and objective information based on a full understanding of program requirements
  • Handle inbound service calls
  • Relay insurance coverage and patient responsibility to referral sources, sales team and patient
  • Provide one-to-one telephone contact with applicants, beneficiaries, and enrollees in customer service roles
  • Ensure quality customer service and customer satisfaction

CUSTOMER SERVICE REPRESENTATIVE

Amerisource Bergen
06.2017 - 04.2021
  • Fielding an average of 50 - 60 inbound private client calls per day from members, plan sponsors and brokers regarding Financial Services and Retirement planning; discussing plan options and updating account information
  • Handling inbound patient calls, providing effective information and solutions about products or services
  • Always comply with HIPAA and other compliance requirements to protect patient confidentiality
  • Assist patients in resolving their medical balances so they can focus on the healing process
  • Provide one call resolution to patient inquiries whenever possible and perform timely follow up
  • Support internal groups or functions with gathering and interpretation of the eligibility work to develop knowledge base and understanding of key concepts and terminology in healthcare eligibility
  • Worked with all office365 tools like Excel, SharePoint, PowerPoint etc
  • Answered phone calls to direct callers, scheduled appointments and provide general office
  • Analyze and understand written communication from insurance companies including explanation of benefits (EOBs)
  • Help patients navigate the billing process and resolve their outstanding balances
  • Contact Healthcare Insurance carriers, employers, and/or providers regarding eligibility discrepancies
  • Received and routed incoming calls and correspondence to promote timely communication
  • Enter application and enrollment information into a web-based computer system for customers wishing to apply for the program over the telephone
  • Effectively follow and contribute to continuous improvement of scripts, guidelines and other tools provided to have professional conversations with Healthcare Insurance carriers, employers, and/or providers
  • Resolves patient concerns by identifying problems and works with supervisor to coordinate appropriate corrective action
  • De-escalating customers who are upset with their experience and ensure that we explore all options to satisfy their needs

Education

GED EQUIVALENT -

MBA - Accounting And Finance

University of Bamenda
07.2019

Bachelor - Accounting And Finance

University of Bamenda
07.2016

Skills

  • MacOS
  • Microsoft Windows
  • Google Software
  • MS Software
  • MS Office 365
  • Excel
  • SharePoint
  • Communication
  • Documentation
  • Jira
  • ServiceNow
  • Citrix
  • Hyper-V
  • VMware
  • VirtualBox
  • Goto Resolve
  • Quick Assist
  • Creative Problem Solving
  • Customer Relations
  • Device Manager
  • Project Management
  • Inbound Calling
  • Outbound Calling
  • Fast Learner
  • Data Entry
  • Active Directory
  • Issue Relation
  • Complaint Relation
  • Customer Service
  • Verbal Communication
  • Written Communication
  • Power BI
  • Salesforce
  • Teams
  • MS Office Suite
  • Appointment Scheduling
  • Account Updating
  • DocuSign
  • Active Listening
  • Multitasking
  • Analytical Skills
  • Positive Attitude
  • Professionalism
  • Flexibility
  • Time Management
  • Team Player
  • Organizational Skills

Timeline

INTAKE CARE SENIOR REPRESENTATIVE/CUSTOMER REPRESENTATIVE - AFRO TECH CONSULTING LLC
05.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE - Amerisource Bergen
06.2017 - 04.2021
- GED EQUIVALENT,
University of Bamenda - MBA, Accounting And Finance
University of Bamenda - Bachelor , Accounting And Finance

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VANESSA NTAMBO