Customer Service Representative
Resume:
Katina Gaines
Las Vegas, NV *****
*************@*****.***
Work Experience
Patient Service Representative
United Healthcare (Southwest Medical) - Las Vegas, NV April 2015 to November 2017
Heavy inbound/outbound calls
Building quick rapport
Scheduling office visits and Radiology exams
Ordering refills of medications
Explaining plan benefits including pharmacy details Customer Service Representative/Reservations
AppleOne (Allegiant Airlines) - Las Vegas, NV
March 2014 to August 2014
Handle 100 to 120 calls daily
Assist with setting reservations and upselling to include hotels, and rental cars Explain the importance of flight insurance
Document and resolve any and all complaint calls
Utilizing a "One call Resolution" on each contact
Customer Service Specialist
SPHERION STFNG (Medco Health) - Tucson, AZ
October 2010 to July 2011
Heavy Inbound/Outbound calls
Explain pharmacy benefits and mail order procedures Submit refill requests and transfer in to pharmacist regarding medication questions or possible side effects
Build quick rapport
Explain benefits including "Donut Hole" for Medicare patients Customer Service Collections
FORD MTR CRED
2001 to 2010
Provided telephone, online customer service/support within high-volume call centers, inbound/ outbound calls (handling an average of 150 calls/internet inquiries daily), busy retail customer service desks. Specialized and trained to assist clients (IBM, Wal-Mart, CDH, and Geha). Problem solving with clients, physicians, and pharmacists, explain prescription benefits and plans. Work with pharmacist to prepare medications for dispensing.
Education
GED in General Studies
Clark County Adult Education - Las Vegas, NV
April 1998 to April 1998
Additional Information
Computer Skills
Word, Excel, PowerPoint, Access, Outlook, Fast data, Predictive Auto-dialer, 10-key, multi phone lines, Mission Statement
Strive to exceed customer/ employer expectations by delivering second-to-none service. Maintain customer centricity in all initiatives and interactions, always putting the customer first. Customer Service & Support Specialist
Offering an award-winning track record of customer care excellence within high-volume environments that include
Call Centers ● Online Support ● Customer Service Desks Key Skills
World-Class Customer Service
World-Class Collection Service
Troubleshooting/Problem Solving
Customer Order Fulfillment
Call Center Operations
Dependable self-starter
Complaint Handling
Build Customer Rapport
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