Customer Service Representative
Resume:
Angela S. Tucker
Las Vegas, Nevada 89107
T: 702-***-****/ *********@*****.***
EXPERIENCED CUSTOMER/CLIENT SERVICE ASSOCIATE
I am qualified in patient/customer advocacy, social responsibilities and cause
marketing rules, sales and upsales. I have fifteen plus years of customer service
experience. I have exceptional troubleshooting capabilities with focus on quality
expectations.
I am a strong and inspirational leader with a talent for recruiting and motivating
team members. I am passionate about human development and tenacious in pursuit
of goals.
Work
experience
2013 - 2014
Telus International
Sears Campaign (Live Chat Agent)
Addressed Sears customer questions and concerns via online chat and over the
phone when required.
Placed online Sells, cross sells and up-sells of add-on items.
Multi-tasks utilizing a variety of online tools to resolve customer concerns and
issues.
Maintained active product knowledge to insure customer trust in during
acquisitions.
Leader in one chat resolution responsibilities.
2011 - 2013
The Care Circle
Founder - Couples Outreach (Voluntary)
Lead dynamic workshops relating to the Care Couples within our Church
facility and the surrounding Community.
Attendance and participation at monthly Couples planning meetings and
additional training sessions as needed.
Maintain workshop data, including attendance rosters, program support
distribution, evaluations and other reporting documents as needed.
Facilitate and organized Community outreach activities such as Legal Aid
group counseling events, Health Fairs and Back to School Donation Drives.
Aid in program growth by providing feedback to Workshop Team Leaders
on couples’ responses to the program.
Encourage couples to seek “one-on-one” sessions with Family Support
Coordinators and provide referrals to Family Support Coordinators as
needed.
2010 – 2011
P.S.I.
Customer Service Representative
Serve as primary point of contact for customer inquiries; providing accurate
and thorough information to the customer base through both verbal and
written communication.
Process customer orders in an accurate, efficient and timely manner.
Answer incoming calls in a courteous and timely manner.
Provide support to the Professional Development Team in all operations to
ensure the smooth delivery of products necessary for training deliverables.
Work closely with sales representatives to reconcile contracts; ensuring
materials match up to the contract and resolve any discrepancies with the
accounts.
Organize workflow to meet customer deadlines and appropriately escalate
issues to the appropriate department.
Effectively present and discuss the products and services of the company in
a way that conveys superior understanding and facilitate branding of
products and services.
Retention of in-depth knowledge of business rules and operating procedures
relating to order processing.
Work with credit and collections and provide timely response on invoice
issue customer requests.
2003 - 2010
Medco Health Solutions
Internet Customer Service Representative
Respond to electronic correspondence and inquiries disseminating
information about Health Plan regulations, Policies and Procedures.
Process customer requests assigned to electronic queues, i.e. refill requests,
claim forms, and other supply requests, etc.
Participant in the “Generics First” program – A program designed to inform
member of cost savings with Generic medications
Analysis of emails, alert management of issues and direct to appropriate
departments.
Aid customers with web support issues
Research missing orders or non-receipt of mailed prescriptions
Work with Customer Service Pharmacists and other 3rd Party venues to
resolve customer inquiries in compliance with professional practices
Serves as a department role model by maintain a professional demeanor at
all times and demonstrates a commitment to the team
2000 - 2003
Medco Health Solutions
Customer Service Representative
Assist register and pre-registered members navigate the Medco website
Receive inbound calls from varied heath care members referencing their
Health Care Plans
Administer and dispense information for over 10,000 health care plans to an
estimated 10 million members.
Education Community College of Southern Nevada - Las Vegas, Nevada
Fine Arts
Sociology Major – currently enrolled
University of Nevada Las Vegas - Las Vegas, Nevada
Fine Arts
Sociology Major – Film Directors Program
Additional
Skills Proficient in Windows and Microsoft Office software packages including
Outlook, Word, and PowerPoint and Excel. Energy driven, self-
motivated, creative thinking, team player, natural leader and motivator.
Contact this candidate