Willenette August
Houston,Texas
Summary
CUSTOMER SERVICE PROFESSIONAL Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Shift Manager / Assistant 2nd Manager
Sonic LLC Inc
01.2017 - 09.2023
- Managed 15-30 employees in providing proficient and quality service to customer
- Organized graphic schedules for Store business needs and also handed inventory and store charting and marketing
- Cash handling for all night deposits
- Responsible for ensuring accuracy in monetary form to avoid any company shortages.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
Associate Customer Service / Claims Analyst
Coventry Healthcare Inc, / Aetna Healthcare
01.2010 - 01.2017
- Proactively assisted members with their Enrollment questions and benefit payments in consideration with Medicare guidelines
- Served as the single point of contact to provide support and advocacy to Medicare members for resolution of Medicare claims
- Trained employees on team products, policies, and procedures as well as serves as an product expert and resource to the team
- Researched customer information in response to difficult inquiries including, but not limited to, authorization, payments, denials, coordination of benefits, and eligibility; interfaces with customers by telephone, correspondence to resolve issues
- Completes auditing of Sir Queue documentation received in order to be submitted for processing and provide reports on a daily basis
- Accesssed, investigates, and resolved difficult issues to achieve member satisfaction.
Customer Service Representative
Reliant Energy
01.2008 - 01.2010
- Work with 28 sales professionals in enrolling customers into new service for their electricity needs
- Support sales reps in opening new accounts and upgrading existing service as well as maintaining top seller and quality achievement
- Quickly and effectively solve customer challenges
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Customer Service Supervisor/Quality Specialist
NCO Financial
01.2005 - 01.2008
- Work with 4-5 individual teams (12-19 agents per team) in covering Courtesy, Concern, Timely Resolution, and Knowledge in order to provide World Class Customer Service
- Provided support to the Production Floor Coaches and representatives in opening and upgrading existing service accounts
- Quickly and effectively solve customer challenges
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Education
Business Administration
Houston Community College
Houston, TXTexas Southern University
01.1998
Booker T Washington High
01.1998
Skills
- Inventory Control
- Safety Compliance
- Quality Assurance
- Equipment Troubleshooting
- Document Workflow
- Claims
Accomplishments
- More than 9 years' successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.
- Possess solid computer skills. Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel, WordPerfect, Microsoft Word, CT DataTrac.
- Ability to train, motivates, and supervises customer service employees. A team player, acknowledged as "Total Quality Customer Service Professional."
- Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports and filings, and maintain/update accurate inventories.
- Increased agent quality scores through incentives and team motivation exercises.
- Proactive planning led to notable increase in morale in all departments.
- Created customer satisfaction survey, for coaching to success with production agents.
References
Furnished Upon Request
Timeline
Shift Manager / Assistant 2nd Manager
Sonic LLC Inc
01.2017 - 09.2023
Associate Customer Service / Claims Analyst
Coventry Healthcare Inc, / Aetna Healthcare
01.2010 - 01.2017
Customer Service Representative
Reliant Energy
01.2008 - 01.2010
Customer Service Supervisor/Quality Specialist
NCO Financial
01.2005 - 01.2008
Business Administration
Houston Community College
Texas Southern University
Booker T Washington High
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