Customer Service Representative
Resume:
ANTOINETTE LATRICE MALONE
AUGUSTA, GA 30909
PH: 786-***-****
QUALIFICATIONS SUMMARY
Highly personable Customer Service Professional with over five years of experience in account management, data entry, claims, sales processing, and call-center operations.
Extensive mailroom and file room knowledge.
Typing skills 30-40wpm
Expertise in resolving escalated customer service issues.
Secured numerous company achievement awards for delivery of exceptional customer service.
Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®)
Knowledge of Dental Terminology and Group Health Insurance experience
Ability to sit and take calls for extended period of time
Knowledge of submission of Provider referrals, Dental Authorizations, Appointment scheduling and Examinations of X-rays.
PROFESSIONAL EXPERIENCE
DentaQuest Insurance Company Miami, Florida
Dental Customer Service Representative 1 11/2012-01/2017
Provided excellent customer service by answering incoming phone calls from patients, doctor offices and insurance companies to provide requested information and resolution to the question.
Logged all dental inquiries into the system and assign dental office assignment follow ups in the system as needed.
Responded to internal and external inquires as needed.
Met or exceeded individual and department goals.
Performed outbound outreach calls, logged calls in the system and ran applicable reports.
Performed request a dentist functions to locate providers and completed the placement of the member to a dental office for appointments and checkups
Florida Power and Light/AT&T Subcontracted Miami, Florida
Telephony Technical Dispatcher/FPL Information Support Analyst 09/2008-08/2011
As a Telephony dispatcher and information support analyst provided customer service to customers/ Florida power and light employees answering AT&T help desk calls and initiating order requests in AT&T systems
Answered inbound calls for Florida power &light employees requesting phone repair, relocation and ordering of phones, voicemail password resets, caller id changes, etc.
Interfaced with AT&T technicians to get repairs dispatched and assigned to appropriate AT&T technical dedicated team according to Florida power and light site location.
Follow up, update, input, monitor, and close all preventive maintenance tickets daily, weekly, bi-weekly, monthly, quarterly semi-annual and annual tasks.
Assist manager in month end closing service orders for receipt of ordered phones and charged repairs.
The Answer Group Margate, Florida
Sprint Technical Support Analyst/Customer Service Rep 10/2006- 07/2008
As Technical Support Analyst provided troubleshooting steps for a leading telecommunication services provider
Provides troubleshooting for telecommunication services on sprint cdma network.
Dramatically enhanced customer satisfaction ratings by expediting and answering all questions and concerns regarding billing inquiries, taking payments and completing all claims on accounts.
Answered inbound calls maintaining a minimum productivity standard of 50-60 calls a day /maximum 100 calls.
Proactively balanced competing priorities and deadlines in a fast pace multitasked environment
Resolved user problems with specialized and dedicated technology systems.
EDUCATION AND TRAINING
HIALEAH MIAMI LAKES SENIOR HIGH SCHOOL
General Studies/ High School Diploma Received 2003
REFERENCES AS NEEDED
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