Customer Service Support Specialist

Ursula P. Bess 513-***-**** * **********@*****.***

**** ******** ****, **********, **** 45240

Career Profile

Office support professional with 24+ years of diverse work experience in customer service environments courted with the challenges of communication and technological advances. Detail-oriented, thorough, with accuracy in taking and relaying information; Well-organized, handling a variety of assignments with excellent follow-through from start to finish; Use of tact and sensibility when dealing with customers and co-workers while consistently meeting company objectives and goals.

Diverse Work Experience

New Avon, L.L.C., Representative Business Support Specialist III/ Product Info.

Blue Ash, Ohio- January 2017- Present

Providing business support to various departments (processing credit balance checks, creating invoices, deleting pending rmas, updating tax and address changes, processing direct delivery debits) relative to servicing Avon Representatives and Customers.

Handling incoming and outbound calls, e-mails, chats related to product information; understanding and articulating knowledge of product items.

Assuring accurate, concise, thorough, and timely responses on every contact internally and externally.

Preparing e-mail correspondence using both standard responses and also creating non-standard responses for all escalated complaints, issues and inquiries as deemed necessary.

Consistent and effective communication (verbal and written) product/ service/ process information steps in a manner that resolves conflict and enhances contact’s knowledge and understanding.

Express Scripts, Inc., Incorporated- Patient/ Client Advocate-DOD Tri-care Rep

Cincinnati, Ohio- August 2008 – January 2017

Actively seeking information to understand patient’s circumstances, problems, expectations and needs- sharing and conveying routine and non-routine information to patients while maintaining a professional demeanor in all situations.

Outbound calling to patients to make sure of accuracy of information in company’s database -resolved concerns.

Researching and resolving within scope moderately complex to complex patient complaints to ensure their satisfaction and retention, also documenting processes used to correct issues.

Communicating with different departments outside of customer service to assist with problem solving and accounting issues.

Utilizing computerized system for tracking, information gathering and/ or troubleshooting. Applying knowledge of policies and procedures while complying with company guidelines and HIPAA laws.

Ursula P. Bess **********@*****.*** Page 2

Public Library of Cincinnati Hamilton County, North Central Branch and Main Library, Government and Business Department Cincinnati, Ohio – October 1995-March 2006- Library Services Assistant

Provided diversified information services and research assistance to the public and student populations.

Handled difficult reference questions, customer discrepancies and complaints, provided customers with understanding of company policies and procedures.

Utilized the library’s automated system to circulate materials to users, processed holds, registered borrowers, collected fines and fees, plus promoted programs.

Performed reader’s advisory and reference work; clerical duties including but not limited to typing, filing, making outbound calls and checking messages.

Utilized excellent interpersonal skills, including building and enhancing diverse relationships.

Software and Other Training

Basic to intermediate Microsoft Word, Excel, Power point, Outlook, also Internet and research skills through use of a variety of databases. Attended and assisted in facilitating grant-writing projects and seminars.

Educational Credentials

Associate of Arts in Liberal Arts Studies, University of Cincinnati- Cincinnati, Ohio

2000

VP of Membership Seven Hills Toastmasters, Inc., Current President of Cincinnati Business and Professional Women, Inc., Member of League of Women Voters Cincinnati Area and Women’s City Club of Cincinnati

References

Available Upon Request

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