Veronica Pope
Wilson,NC
Summary
Dedicated worker with excellent communication, time management and computer skills. Aiming to leverage my abilities to successfully fill the vacancy at your company. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals.
Overview
9
9
years of professional experience
Work History
Customer Care Associate
Alorica
08.2024 - Current
- Educate members about their prescription drug coverage options, empowering them to make informed decisions about their healthcare needs.
- Confirm customer information and insurance eligibility for prescriptions.
- Assist customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Manage high call volume with exceptional professionalism and efficiency.
- Assist call-in customers with questions and orders.
QA PROCESSOR
Ciox Health/Datavant
03.2022 - 08.2024
- Entered data into computer tracking system and filed paperwork according to procedures.
- Received and reviewed incoming documents and materials.
- Interacted regularly with peers and management to pursue continuous improvement of facility operations and promote teamwork-focused environment.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
Team Lead/CSR
Conduent
05.2022 - 12.2023
- Answered inquiries from Medicare Advantage members via inbound calls.
- Dealt compassionately with Medicare beneficiaries on a one-on-one basis and focus on their needs through carefully listening and patience
- Worked independently, honoring commitments to members, and collaborate with team members to create remarkable member experience
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
Merchant Support Specialist
TRUIST
10.2021 - 01.2022
- Took customer calls and responded to emails while providing accurate, satisfactory answers to their queries and concerns
- De-escalated situations involving dissatisfied customers, offering patient assistance and support
- Guided callers through troubleshooting, navigating the company site or using the products, services and polices
- Reviewed customer or clients accounts, provided updates and information about billing, shipping, warranties and other account items
- Sold product/ services and placed customer orders in the computer system
- Documented all call information according to standard operating procedures.
CITY CARRIER ASSISTANT
Post Office
08.2020 - 10.2021
- Delivered and picked up mail from assigned addresses and ensuring that it was not lost or harmed in the process
- Received mail from the distribution center and organized it into an efficient system for sequential delivery
- Delivered mail on vehicle or foot along a predetermined route, maintaining the established schedule
- Maintain the route even during adverse weather conditions, such as rain, snow, or extreme heat
- Assisted customers along the route with postal needs, including providing change of address forms when requested or selling postage to customers requiring it.
- Operated vehicles and equipment to transport packages and mail pieces.
Correspondent Lending Ops
Adecco
10.2019 - 08.2020
- Entered customer and account data from source documents within time limits
- Compiled, verified accuracy and sorted information to prepare source data for computer entry
- Reviewed data for deficiencies or errors, correcting any incompatibilities and checking output
- Kept information confidential and complied with data integrity and security policies
- Scanned documents and printed files when needed while insuring proper use of office equipment and address any malfunctions.
CUSTOMER SERVICE REPRESENTATIVE II
Regional Acceptance Corp
10.2015 - 09.2019
- Monitored accounts to identify overdue payments
- Found and contacted debtors to arrange debt payoffs or payment arrangements
- Processed payments and refunds
- Investigated historical data for each debt or bill
- Ensured accounts were in compliance with FDCPA
- Worked one on one with agents, by coaching them on how to meet their monthly goals set by management.
Education
GED -
Wilson Community College
Wilson, NC08.2013
Skills
- Building Customer Trust And Loyalty Upbeat And Positive Personality Understanding Customer Needs
- Efficient And Detail-Oriented Data Entry And Maintenance Calm And Professional Under Pressure
- Customer Data Confidentiality Inbound And Outbound Calling Call Documentation
- Call center experience
- Complaint Handling
- Coaching and Mentoring
- Customer Education
Timeline
Customer Care Associate
Alorica
08.2024 - Current
Team Lead/CSR
Conduent
05.2022 - 12.2023
QA PROCESSOR
Ciox Health/Datavant
03.2022 - 08.2024
Merchant Support Specialist
TRUIST
10.2021 - 01.2022
CITY CARRIER ASSISTANT
Post Office
08.2020 - 10.2021
Correspondent Lending Ops
Adecco
10.2019 - 08.2020
CUSTOMER SERVICE REPRESENTATIVE II
Regional Acceptance Corp
10.2015 - 09.2019
GED -
Wilson Community College
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