Viruanna Burton
Riverdale,GA
Summary
Dynamic Customer Service Representative with a proven track record of excelling in claims service and administrative support. Demonstrated exceptional communication skills and attention to detail, achieving a 98% customer satisfaction rating while optimizing service processes and enhancing customer loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Baylor Scott & White Health
10.2022 - Current
- Conduct day-to-day administrative tasks to maintain information files and process insurance paperwork in a timely fashion.
- Identify insurance coverage and limitations with thorough examinations of documentation and related
records. - Determine client needs and financial situations by listening and scheduling fact-finding appointments.
- Prepare and review health insurance applications to verify compliance with regulations.
Customer Service Representative
Allstate Insurance Co
05.2019 - 12.2022
- Achieved a 98% customer satisfaction rating by providing superior support on 90+ daily calls.
- Optimized unemployment claim information delivery, increasing service speed by 20% and improving user experience.
- Refined economic assistance eligibility reviews, leading to a 15% uptick in accurate application
processing. - Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Risk Customer Specialist
Bank of America
06.2018 - 05.2019
- Verified accuracy of customer account information and updated when necessary.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Developed and implemented procedures to reduce risk of fraud and other loss prevention related issues.
- Performed research on customer fraud claims to validate claims, including applicable questioning to determine
correct fraud type, which has downstream implications to Chex/EWS reporting and decisions on remaining
balance. - Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Customer Support Specialist
Advanced Call Center Technologies LLC
02.2016 - 01.2019
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Spearheaded fraud alert initiatives, cutting fraud impact by 20% with proactive customer
notifications. - Instituted fraud reduction strategies, curtailing incidents by 15% and safeguarding customer
assets. - Enhanced fraud claims investigation precision, improving classification accuracy by 25% and
expediting resolutions.
Customer Service Representative
Teleperformance
09.2014 - 01.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and
services and creating welcoming, positive experiences. - Handled customer inquiries, suggestions, troubleshooting, and resolutions courteously and professionally.
- Provided excellent customer care by responding to requests, assisting with product selection and handling
ordering functions. - Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Science - Sociology
Clayton State University
Morrow, GA12-2019
Skills
- Data entry
- Calm and Professional Under Pressure
- Excellent Attention to Detail
- Claims Service and Assistance
- Strong and Analytical Problem Solver
- Clerical and Administrative Support
- Exceptional Communication Skills
- Claims Account Management
- Accounts Payable and Accounts Receivable
- Insurance Verification Expertise
- Advanced Computer Proficiency
- Exceptional Recordkeeping Abilities
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
Timeline
Customer Service Representative
Baylor Scott & White Health
10.2022 - Current
Customer Service Representative
Allstate Insurance Co
05.2019 - 12.2022
Risk Customer Specialist
Bank of America
06.2018 - 05.2019
Customer Support Specialist
Advanced Call Center Technologies LLC
02.2016 - 01.2019
Customer Service Representative
Teleperformance
09.2014 - 01.2016
Bachelor of Science - Sociology
Clayton State University
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