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Customer Service Representative

Texas, United States
August 29, 2017

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Tawana Tyeeta Francis

**** * ****** ***** **** Apt. 1032

Irving, TX 75063 US 504-***-****

Summary of Qualifications

Eight years of customer service, public relations and administrative support

Strong planning, organizational and communication skills with the ability to independently plan and direct high level of public affairs.

Highly skilled communicator, able to develop rapport with diverse groups of professionals and promote positive work environment

Understanding and familiarity with HIPPA regulations

Strong interpersonal skills for dealing with the diverse public

Excellent problem solving skills through resolution of customer complaints promptly and professionally for the benefits of all parties

Self-motivated, enthusiastic and committed to work that furthers growth of organization

Possess the ability to multitask in a fast environment and work well with a team or independently.

Skillful in Microsoft Office: Word, Excel and PowerPoint.

Professional Work Experience:

United Healthcare - Customer service advocate – 01/2017 – 07/2017

Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.

Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider

Intervene with care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed

Assist customers in navigating and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient

Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member

Demonstrate the ability in using computer and Window PC applications, which includes strong keyboard and navigation skills and learning new computer programs

State Farm - Outbound/Inbound Service Representative -01/2015- 07/2016

Makes outbound calls to customers regarding the value of State Farm and services available, included but not limited to; follow-up documents needed, schedule appointments, payment reminders, collect payments, on-line and mobile capabilities

Serves as the primary contact on accounts within inbound/outbound response center environment

Reviews and analyzes customer account status by utilizing applicable systems

Uses multiple applications to gather the necessary information and notify business partners regarding messages, inquiries, and reporting

Answers telephone and/or e-mail inquiries from customers and agents

Processes and/or routes transactions, requests, and inquiries using established procedures

Inbound calls/ Use scripted responses to assist customers, agents, and State Farm employees by phone

Manage a variety of customer service situations

Answer insurance-related questions from callers

Enterprise Rental Car - Customer Service Agent - 12/2013 – 01/2015

Deal directly with customers either by telephone (outgoing, incoming calls), electronically (computer) or face to face.

Use telephones to reach out to customers and verify account information.

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Inspect vehicle for unidentified body damage.

Inspect vehicles to ensure safety equipment is in working order; lights, tires, brakes, wipers, horn, seat belts, mirrors and back-up lights.

Drive vehicles from drop off point to display areas

Maintain lot presentation

Maintain a clean and orderly work area and report any unsafe or hazardous conditions.

Complete the out-of-service tag and ensure the vehicle is moved to the maintenance area.

Perform other duties as assigned.

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Transportation Security Administration -Transportation Security Officer 12/2011 - 06/2013

Protected the traveling public by screening passengers, baggage and cargo.

Assisted in monitoring the flow of passengers through the screening checkpoint to facilitate the orderly and efficient processing of passengers.

Maintained close communication with supervisors about any issues that might reveal a weakness or vulnerable area of security screening.

Participated in information briefings concerning security sensitive.

Provided friendly customer service to travelers.

Ability to maintain focus & awareness within a stressful environment.

Ability to repeatedly lift and carry items weighing up to 70 pounds.

Customer service skills, dependable & operate with integrity.


Master’s Degree

Texas Christian University

Major: Criminal Justice of Science

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