Kalieah M. Mullin
Customer Service Representative
**** **** ****** # **** **** Worth, Texas 76111 816-***-**** acucwu@r.postjobfree.com
PROFESSIONAL SUMMARY:
Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
SKILLS:
●Skilled in call center operations
●Customer service award
●Customer interface expertise
●Active Listening Skills
●Team Player
●Administration
●Training
●Microsoft Office, Word, and Excel
●10-Key
●Data Entry
●Adheres to customer service procedures
●Avaya Software knowledge
●Familiarity with Key Performance Indicators (KPIs)
●High Call Volume
EXPERIENCE:
First American Payment Systems, Fort Worth, TX 08-2015 to 02-2016
Merchant Service Rep.
●Answered a constant flow of merchant calls, up to 75-85 calls daily.
●Defused volatile customer situations calmly and courteously.
●Addressed and resolved merchants product complaints empathetically and professionally.
●Resolved service, pricing and technical problems for customers by asking clear and specific questions.
●Accurately documented, researched and resolved customer service issues.
●Mastered troubleshooting 4 of 7 the terminals that we operated.
Quest Diagnostics, Lenexa, KS 01-2015 to 07-2015
Client Service Rep.
●Managed high call volume (100+ calls daily) with tact and professionalism.
●Accurately documented, researched and resolved customer service issues.
●Referred unresolved customer grievances to designated departments for further investigation.
●Provided lab results to healthcare professionals.
●Checked faxes throughout the day for failed faxes.
Allied Staffing, Lenexa, KS 02-2014 to 11-2014
Customer Service Rep.
●Effectively placed 100 + outbound calls daily to healthcare professionals to work Health & Wellness Events.
●Scheduled on average 30 Health & Wellness Events weekly.
●Effectively managed a high-volume of inbound (85-100)and outbound (65)customer calls a day regarding payday loans.
●Gathered and verified all required customer information for tracking purposes.
●Managed online payday loans inquires.
CVS Caremark, Lenexa, KS 03-2013 to 10-2013
Patient Service Rep.
●Managed over 85+ customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
●Verified patients insurance benefits.
●Placed orders for those patients enrolled in the mail order program.
●Updated patient’s accounts as needed.
US Bank, Overland Park, KS 08-2012 to 01-2013
Service Advisor
●High call volume call center averaging over 100 inbound calls a day.
●Addressed customers complaints and concerns.
●Generated credit cards to be mailed.
●Processed requests for credit limit increases.
US Oncology, Overland Park, KS 11-2010 to 07-2012
Benefit Investigator/Reimbursement Counselor II
●Accurately data entered 150 patient assistance applications daily.
●Gathered and verified all required documentation.
●Managed all incoming and outgoing mail.
●Developed a detailed list of all medications, which included both dosing and strength, to ensure the ordering process was done accurate.
●Trained new employees how to become more efficient to ensure increased productivity.
●Verified patients insurance benefits.
●Submitted requests for PA's.
Education:
Everest College, Kansas City, MO. Medical Assistant Diploma November 2013