WEKENSON DESRAVINES
Leesburg,USA
Summary
Customer Service Representative with over 4 years of experience in telephone customer service, including sales, tech support, and customer care by answering telephone promptly and in a polite and professional manner. Familiar with major customer service software, conflict resolution, and possess a positive attitude. I love to learn new things, and I'm always up to a new challenge.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
MAXIMUS (Veterans Affair)
05.2024 - 08.2025
- Schedule veterans based on regional availability of facilities, availability of veterans and VA expectations while utilizing mapping software and other tools;
- Prioritize scheduling based on VA and VES expectations;
- Act as a point of contact for facilities in order to certify that veterans are seen according to VES guidelines and in a timely manner;
- Access vendor websites and materials to coordinate shipping;
- Assist diagnostic management with reschedules while adhering to internal and VA guidelines;
- Ensure that all HIPAA standards are met throughout the scheduling and CAPS process;
- Calculate mileage for VBA cases to safeguard the compensation of veterans for travel to Diagnostic appointments;
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Increased customer service success rates by quickly resolving issues.
CUSTOMER SERVICE REPRESENTATIVE
SHYFTOFF (Citizens)
01.2022 - 03.2024
- Followed up with customers on unresolved issues.
- Resolving issues, and documenting interactions, often through high-volume inbound calls, email, or other channels.
- Maintain accurate records of customer interactions and update customer databases.
- Work with other departments, such as underwriters and adjusters, to ensure smooth operations
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Developed in-depth understanding of insurance policies and procedures.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Modified, updated and processed existing policies.
- Processed and recorded new policies and claims.
CUSTOMER SERVICE REPRESENTATIVE
OMNI (Walgreens)
04.2021 - 10.2021
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Resolves customer issues and answers questions to ensure a positive customer experience.
- Entered and processed patients' prescriptions into internal system.
- Counted and labeled prescriptions with correct item and quantity.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
Customer Service Representative
LIVEOPS
03.2020 - 02.2021
- Provides customer service in a timely manner via several means which include email, telephone and live chat and especially transferring calls to other departments if needed.
- Listen to customer concerns and complaints with the goal of identifying the causes of the problem and especially select appropriate responses to customer issues and work quickly to resolve them.
- Greeted customers and helped with product questions, selections, and purchases.
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers and provided outstanding customer service.
- Used in-store system to locate inventory and place special orders for customers.
- Delivered energetic responses to customers by telephone, going above and beyond to serve needs.
- Listened to customer needs and desires to identify and recommend optimal products.
Sale Agent
NEXREP
06.2017 - 01.2018
- Serves customers by selling products and meeting customer needs.
- Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors.
- Interacting with customers to provide product information as well as resolve issues that may arise on product/service purchase.
- Maintaining contact with new and already existing clients to discuss the capability of available products in satisfying consumer needs.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Education
Associate of Science - Business Administration
University of Central Florida
Orlando, FL01.1998
Skills
- Data Entry, Slack, adobe connect
- Microsoft Office Suite & Teams
- I can type 30WPM while talking to customer over the phone
- Problem Solving skills
- Strong phone contact handling skills and active listening
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- Ability to stay calm when customers are stressed or upset
- Comfortable using computers and Experience working with customer support
- Call triaging
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
LANGUAGES
ENGLISH: Spoken, Written, Read
FRENCH: Spoken, Written, Read
HAITIAN CREOLE: Spoken, Written, Read
Timeline
CUSTOMER SERVICE REPRESENTATIVE
MAXIMUS (Veterans Affair)
05.2024 - 08.2025
CUSTOMER SERVICE REPRESENTATIVE
SHYFTOFF (Citizens)
01.2022 - 03.2024
CUSTOMER SERVICE REPRESENTATIVE
OMNI (Walgreens)
04.2021 - 10.2021
Customer Service Representative
LIVEOPS
03.2020 - 02.2021
Sale Agent
NEXREP
06.2017 - 01.2018
Associate of Science - Business Administration
University of Central Florida
Similar Profiles
Anthony SpadavecchiaAnthony Spadavecchia
REGISTERED NURSE (CHARGE) at DEPARTMENT OF VETERANS AFFAIRREGISTERED NURSE (CHARGE) at DEPARTMENT OF VETERANS AFFAIR
Vivienne Graves, PMHNP-BC, FNP-CVivienne Graves, PMHNP-BC, FNP-C
APRN at Department of Veterans AffairAPRN at Department of Veterans Affair
Nicolas SandovalNicolas Sandoval
Student Volunteer at Thomas H. Corey Veterans' Affair Medical CenterStudent Volunteer at Thomas H. Corey Veterans' Affair Medical Center
Daniel Jonah D. BocayaDaniel Jonah D. Bocaya
Data Entry Clerk at Sunrise MedicalData Entry Clerk at Sunrise Medical
Karem MundoKarem Mundo
Accounting/Payroll Specialist at Lake Medical ImagingAccounting/Payroll Specialist at Lake Medical Imaging