Zorielle Robertson
Katy,TX
Summary
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, and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Cigna
11.2023 - Current
- Input all patient data regarding claims and prior authorizations into system accurately.
- Handled inbound telephone and written inquiries from pharmacists and doctors regarding prior authorizations by screening and reviewing requests based on benefit plan design, client specifics and clinical criteria to determine coverage eligibility.
- Facilitate resolution of drug coverage issues and pro-actively address, research, and resolve issues while maintaining accurate and complete documentation of all inquiries for continuous improvement.
- Ran test claims to confirm if prior authorization was required for medications.
- Distributed denial letters, detailing reasons for denial and possible appeal measures.
- Checked prior authorization status.
- Processed new medication and refill requests for authorization.
- Fielded telephone inquiries on authorization details from plan members and medical staff.
- Communicated pertinent information to client's prescribing provider to facilitate quality service.
- Developed and maintained productive working relationships with healthcare providers.
Customer Service Representative
KELLY SERVICES
05.2021 - 11.2023
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints.
- Addressed customer account discrepancies and concerns.
- Generated customer service reports to track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated billing issues and unrecognized charges.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Warehouse Associate
Amazon.com
05.2020 - 04.2021
- Checked packages and merchandise for damages
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Worked safely around moving machinery.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Consistently lifted materials weighing as much 50 pounds.
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
Security Guard
Allied Security Services
01.2019 - 05.2020
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
Sales Associate
Macy's
06.2018 - 01.2019
- Answered customer questions about sizing, accessories, and merchandise care.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated customers on current promotional offerings and products using persuasive selling tactics.
- Managed returns, exchanges and refunds in accordance with store policy.
- Contributed to team objectives in fast-paced environment.
- Maintained current knowledge of evolving changes in marketplace.
Barista/Cashier
Starbucks
06.2016 - 08.2017
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Maintained cleanliness and sanitation of customer-facing work area and dining room space to meet governmental and organizational safety and health guidelines.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Controlled line and crowd with quick, efficient service.
- Maintained regular and consistent attendance and punctuality.
- Cleaned counters, machines, utensils, and seating areas daily.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Prepared and stocked baked goods, sandwiches, wraps and light snacks to compliment beverage choices.
- Handled OLTP systems, payment processing, cash change and issuing of receipt.
Team Member
Whataburger
10.2015 - 05.2016
- Provide Whataburger-quality service to all customers.
- Restocked condiment dispensers, napkins, silverware and drink machines to prevent shortages.
- Operated register to process payments and collect cash payment for order totals.
- Greeted guests pleasantly and answered menu questions.
- Arrived to work in uniform and presentable in appearance to meet restaurant standards.
- Prepared food orders, cooking on grill and operating fry station.
- Verified freshness of ingredients and food by checking for quality, rotating stock and recording old and new items.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
Education
Bachelor of Science - Business
Western Governors University
Salt Lake City, UT05-2026
High School Diploma -
Willowridge High School
06-2018
Skills
- Proficient typing skills
- Financial transaction handling
- Troubleshooting and support services
- POS systems expert
- Proficient in managing multiple tasks
- Attentive listening ability
- Emotional awareness
- Call Center
- Proficient in computer applications
- Strategic decision making
- Support resolution skills
- Skilled Collaborator
- Committed High Achiever
- Effective Communication
- Solution Oriented Professional
- Rapid and Adaptive
- Lifting and sorting
- Labeling and boxing
- Order picking and processing
- Loading and unloading
- Documentation and Reporting
Personal Information
Title: Customer Service Representative
Timeline
Customer Service Representative
Cigna
11.2023 - Current
Customer Service Representative
KELLY SERVICES
05.2021 - 11.2023
Warehouse Associate
Amazon.com
05.2020 - 04.2021
Security Guard
Allied Security Services
01.2019 - 05.2020
Sales Associate
Macy's
06.2018 - 01.2019
Barista/Cashier
Starbucks
06.2016 - 08.2017
Team Member
Whataburger
10.2015 - 05.2016
Bachelor of Science - Business
Western Governors University
High School Diploma -
Willowridge High School
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