Customer Service Management

SUMMARY

TAKIA R. Highly experienced Customer Service professional. Able to handle a high

STRANGE volume of customer calls in a fast-paced environment, with minimum

supervision, while maintaining emphasis on the highest quality of consumer

CONNECT service. Excellent listening skills, oral and written communications.

336-***-**** Comfortable in interacting with all levels of the organization and public.

*******@*****.*** Excellent problem solving and negotiating skills. Able to make decisions

LinkedIn independently and quickly with minimal escalations.

105 Matthews Township Pkwy

Matthews, NC 28105

EDUCATION

Univ. of North Carolina at Charlotte 2014

Express Scripts Matthews, NC

Certificate in Human Anatomy & Physiology

Patient Care Advocate 2013-Present

Certificate in Medical Terminology

Responsibilities

Forsyth Technical College 2011

• Handle inbound and outbound member, provider and physician calls.

A.A.S. Human Services Technology

Answer questions related to pharmacy benefits, while maintaining

Certificate in Domestic Violence Intervention productivity standards and performance guarantees.

Certificate in Substance Abuse • Work with other operational departments to research and resolve mail order

Certificate in Social Services and claims issues and respond to members within performance agreement

guidelines.

SKILLS • Maintain accurate and complete documentation of all inquiries in order to

Customer Service continuously improve the customer service process and reduce potential legal

Relationship Management concerns.

Strategic Communication • Identify and escalate in a prudent manner, concerns received from patients

Time Management and/or clients so that corrective action can be pursued and expedited to take

Patient Counseling care of their needs

Recruiting & Training

Information Technology

Healthcare Management

Community Development

Staff Development

Wells Fargo Home & Mortgage Fort Mill, SC

Mortgage Counselor 2011-2013

Responsibilities

• Works with numerous customers each day to work through issues effecting their mortgage payments.

• Providing quality service to customers regarding credit terms, mortgage payments, and payment arrangements while

obtaining financial information for possible loan modifications and building customer loyalty.

• Possesses the ability to escalate calls within Wells Fargo Home Mortgage to Home Preservation Specialist for further options

while working in a team environment possessing expert phone skills and communication effectively with other employees and

customers.

Stop Child Abuse Now (SCAN) Winston Salem, NC

Counselor, At-Risk Families 2009-2011

Responsibilities

• Provided counseling and support to first time parents at Forsyth Medical Center and in their homes

• Provided telephone counseling for families and individuals involved in child abuse

• Provided training and workshops to educate the community on child abuse and sexual abuse

• Provided case management for home based intervention programs with at-risk or families involved in child abuse or neglect

• Provided in home supervision of parents to visit children who are in the midst of divorce, DSS custody or impacted by the 50B

protection plan.

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