Customer Service Representative

Professional Summary

Skills

Work History

NIKIA SMITH

(C) 404-***-**** ************@*****.***

Successful Customer Service Representative professional with over 10 years of extensive Customer Service experience recognized strengths in providing excellent customer satisfaction claim adjustment,account maintance,problem solving,team leadership and support.Pharmacy and Insurance Benefits knowledge. Skilled trainer

Excellent time management skills

Effective problem solver

Adherence to high customer service standards

Customer-focused

Microsoft Outlook, Word and Excel

Skilled in call center operations

Exceptional workflow management

Strong problem solving aptitude

Complaint handling

Account management

Gators

Peoplesafe

Rx claims system

Sequoia

Salesforce

Client Summary

Medicare A,B and D

Health,dental,vision,Rx

Claim Adjustment and research

Customer Service Representative III 08/2014 to Current Fleetcor – Norcross, GA

Handles inbound (80+) outbound calls in a professional manner. Utilize multiple applications provided by Fleetcor in order to assist customers. Demonstrate effective oral and written communications with management. Proficient in beiing able to cross sell additional products and services. Process of check by phone payments.

Fee negotiation

Solved unresolved customer issues.

Trained staff on operating procedures and company services. Defused volatile customer situations calmly and courteously. Respond to escalation via email or telephone.

Sr. Customer Service Representative 12/2010 to 02/2014 CVS Caremark – Pittsburgh, PA

Investigated and resolved customer inquiries and complaints in an empathetic manner. Cross-trained and backed up other customer service managers. Adhered to all confidentiality requirements at all times. Met all customer call guidelines including service levels, handle time and productivity. Solved unresolved customer issues.

Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Strong leader of customer support staff.

Trained staff on operating procedures and company services. Identified individual development needs with appropriate training. Managed work flow to exceed quality service goals. Loan Processor/Funding Clerk 03/2008 to 12/2010

Urban Settlement – Pittsburgh, PA

Process funding via wire or mail

Input account information using Gators system via computer Prepared closing packets.

Education

Customer Service Representative and Claims Adjuster 06/2004 to 03/2008 Highmark Blue Cross Blue Shield – Pittsburgh, PA

Handles inbound calls from members and physicians regarding plan benefits for medical,dental and vision. Advised members of copay and deductible.

Helped members locate Providers.

Adjust claims and investigate rejections.

Corrections Officer 05/1998 to 02/2008

Allegheny County Jail – Pittsburgh, PA

Process and input newly detained inmates charges,bond information,court dates, detainer,medical information, release dates in computer system.

Observe conduct and behavior of inmates to prevent disturbance and escapes. Provide care and control.

Prepare admissions,release and transfers.

Controlled security cameras, gates and fire panels. Report writing

Certified Corrections Office : 1998

Allegheny County Jail - Pittsburgh, PA

High School Diploma: 1995

George Westinghouse High School - Pittsburgh, PA

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