Whitley Heard
Ocala,FL
Summary
Accomplished Customer Service Representative with a proven track record at Humana, enhancing client satisfaction and loyalty through exceptional active listening and problem-solving abilities. Recognized for exceeding performance metrics, demonstrating critical thinking, and computer proficiency. Skilled in handling high-stress situations, ensuring compliance with regulations, and improving operational efficiency.
Overview
7
7
years of professional experience
Work History
Cashier
Sam's Club
07.2017 - 08.2020
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Eligibility Specialist
Tidal Basin
03.2017 - 09.2020
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
Customer Service Representative
Sitel
11.2020 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Humana
06.2023 - Current
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Vanguard High School
Ocala, FL05.2018
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Computer Proficiency
- Data Entry
- Money handling abilities
- Documentation
- Data Collection
- Reading Comprehension
- Call center experience
Timeline
Customer Service Representative
Humana
06.2023 - Current
Customer Service Representative
Sitel
11.2020 - 05.2023
Cashier
Sam's Club
07.2017 - 08.2020
Eligibility Specialist
Tidal Basin
03.2017 - 09.2020
High School Diploma -
Vanguard High School
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