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Skills

  • Sales expertise
  • Shipping procedures understanding
  • Medical terminology knowledge
  • Attention to detail in documentation
  • Client onboarding and enrollment assistance
  • International sales support
  • Call-handling protocol optimization
  • Data entry
  • Report preparation
  • Key stakeholder relationship building

Work Experiences

  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Entered customer interaction details into Asana to track requests, document problems, and record solutions offered.
  • Taught new employees about the company's operations, policies, and services.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Was quick to respond to potential customers' questions and requests.
  • Acquired 7 new customers, resulting in 7% revenue for the team.
  • Kept the initiative and program areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Dedicated to exceeding expectations and leading the team to success.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Committed to providing world-class customer service while remaining professional.
  • Power BI expert with experience in data analysis services.
  • Customer Service Representative with 9 years of retail experience in fast-paced, team-oriented environments.
  • Humana Customer Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate process systems is one of my specialties.
  • Competent Humana Customer Service Representative with a desire to exceed sales targets and establish long-term customer relationships.

Accomplishments

  • Resolved over 5 client inquiries monthly, reducing average call handle time by two years and improving workflow efficiency.
  • Trained team on conflict resolution techniques, improving customer satisfaction scores by 50% year-over-year.
  • Handled escalated customer complaints, decreasing unresolved claims by 42% within two years.
  • Balanced high call volumes and additional administrative duties, completing daily tasks 9% ahead of service-level agreements.
  • Collaborated with team of 18 in the development of category.
  • Reviewed and resolved insurance claims issues resulting in a 32% reduction in processing delays.
  • Assisted 11 customers daily with in-depth policy explanations, consistently maintaining a 35% overall satisfaction rate.
  • Updated and streamlined tracking of customer interactions, improving service response times and delivering a 25% faster resolution time.
  • Acted as the primary point of contact for escalations, successfully preventing managerial involvement in 32% of cases.
  • Collaborated with customer success to optimize customer service protocols, leading to a 42% reduction in call escalations.

Affiliations

  • Society for Customer Service Professionals (SCSP) - Engaged in membership activities focused on service delivery improvements
  • Toastmasters
  • American Business Women’s Association (ABWA) - Member and facilitator of professional development programs discussing service efficiency
  • Service Quality Institute (SQI) - Completed customer service excellence certification in 2016
  • National Association of Call Centers (NACC) - Member-focused on call center industry trends and innovations
  • Healthcare Financial Management Association (HFMA) - Engaged in claim processing optimization working group initiatives
  • Customer Experience Professionals Association (CXPA) - Active participant in events covering innovations in CX strategies
  • American Customer Satisfaction Index (ACSI) - Contributor to initiatives surrounding improvement of customer satisfaction metrics
  • Contact Center Network Group (CCNG) - Member, participated in discussions on prevailing challenges in multi-channel service strategies
  • Rotary International

Certifications

  • Cisco Certified Network Associate (CCNA)
  • First Aid/CPR Certified
  • Certified Business Analysis Professional (CBAP)
  • Certified Healthcare Access Associate (CHAA)
  • Certified Revenue Cycle Representative (CRCR) by HFMA
  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Claims Specialist (CCS) for Healthcare Insurance
  • Customer Data Integrity and Compliance Certification
  • Certified Medical Claims Specialist (CMCS)

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