Customer Service Representative

IESHA NAPIER

CUSTOMER SERVICE REPRESENTATIVE

** ******* ***** ****, ************, OH 45669 · 614-***-****

ad5coy@r.postjobfree.com

I am a confident and energetic customer service representative passionate about serving customers for 25 years. I Thrive in a challenging and fast-paced environment. I am able to interact freely with customers and resolve issues quickly. I am now looking for a rewarding position where I can service customers and increase customer retention.

EXPERIENCE

10/2022 – 06/2023

HEALTHCARE CUSTOMER SERVICE EXPERT - CSC PHONE, carecentrix inc.

As a Healthcare Customer Service Expert, I was the first point of contact for patients needing home healthcare services. Typical phone calls ranged from interactions with customers who need basic information or to help those with more complex requests.

In this role, I worked in a remote high-volume call center environment and receive/respond to approx. 60-65 incoming calls per day from providers, referral sources and patients. I collected clinical and demographic information and entered it into The CareCentrix portal.

02/2022 – 10/2022

CUSTOMER SERVICE REPRESENTATIVE, gc services, inc- entergy

I provided excellent customer service to our customer Entergy customers. I handled high frequency inbound calls on a daily basis. I open and closed electric accounts, as well as assisted with account payments, updates, programs and discrepancies. I reported emergency electrical outage reports to the dispatch team. I reported non- emergency electrical outage reports to our field team. I assisted with electrical maintenance and repair requests. I used quick thinking and problem resolving skills to assist our clients. I maintained a safe and clean workspace. I followed all company policies and standard operating procedures. I maintained my KPI (key performance indicators) and QA (quality assurance) and security procedures.

06/2021 – 01/2022

REMOTE CUSTOMER SERVICE REPRESENTATIVE & VERIFICATIONS, ADECCO STAFFING- MARYLAND DEPARTMENT OF UNEMPLOYMENT

I provided excellent customer service to our unemployment clients and their employers. I handled high frequency inbound calls on a daily basis. I filed new claims and assisted with weekly filings for unemployment benefits. I also assisted with any claim questions or requests. I documented claim and reported any issues to the correct department by submitting claim tickets. I maintained my KPI (key performance indicators) and QA (quality assurance) and security procedures. I maintained all company policies and procedures. I reviewed and verified government documents (i.e. Birth Certificate, Drivers License, Social Security Card, Passports, Green Cards, etc.) that were submitted for proof of identification to obtain unemployment benefits.

06/2017- 1/2021

REMOTE CUSTOMER SERVICE REPRESENTATIVE, sEDGWICK CLAIMS MANAGEMENT

I provided excellent customer service to our clients and their employers. I handled high frequency inbound calls on a daily basis. I filed and assisted with claims in regards to FMLA (family medical leave of absence), STD (short-term disability), LTD (long-term disability), and any other leaves of absences offered by the client’s employer. I was later trained for additional claim fields such as property damage, auto accidents, damage claims for companies and property owners/ clients and workers compensation claims. I documented claims and reported necessary information to the correct departments, including claims examiners. I maintained all KPI (key performance indicators) and QA (quality assurance) and security procedures.

EDUCATION

10/ 2007

GED, southwest career center

SKILLS

Tenacious

Empathetic

Problem solving skills

Patient

Willingness to Learn

Salesforce

Microsoft excel, word, PowerPoint

Emotional Intelligence

Clear Communication Skills

Unflappability

Goal-oriented Focus

Team Player

Microsoft Office

Zoom/ Teams/ WebEx

ACTIVITIES

I am doing a variety of activities or family-oriented things. I Love music, scrapbooking, photography, hiking, exploring new things, and volunteering whenever I can at my kid’s schools or within the community.

I have 25+ years of customer service experience and 6 of those years working from home. I am diligent, reliable, love learning new things, organized and have good time management skills. I treat my clients as if I would like to be treated if it were I on the other end of the line or in person. I show Empathy and sympathy when needed. I strive to provide the best customer service I can. I love helping other people in any situation. I am a good problem solver and always ask probing questions to get to the bottom of the issue to resolve my clients concerns.

In a previous role at Sedgwick Claims Management I took a Leadership Course called L.E.A.D. and passed with an A. This gave me knowledge on how to become a boss, how to send business emails, how to do presentations and to fully communicate with associates and our clients.

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