Cheray Swanson

Indianapolis, IN

acw9lr@r.postjobfree.com - 317-***-****

Customer-focused Representative with a proved capacity to troubleshoot issues to ensure customer satisfaction.

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

WORK EXPERIENCE

Member Service Representative

Kelly Services - Indianapolis, IN - August 2016 to Present

• Assisted customers over the phone regarding, Aid Eligibility, Bill payments and Product

• Inbound calls

• Addressed customer service inquiries in a timely and accurate fashion.

• Web Interchange

• Claims

• Prior Authorizations

• Billing

Call Center Agent

Geico Insurance - Indianapolis, IN - June 2016 to August 2016

• Addressed customer service inquiries in a timely and accurate fashion.

• Built customer loyalty by placing follow-up calls for customers who reported product issues.

• Outbound and Inbound calls

• Processing Claims

• Improved customer ratings by [100] %.

• Insurance Quotes

• Billing

• Sales

Customer Service Rep II

MHS - October 2015 to June 2016

Managed Health Services Indiana Medicaid

• Assisted customers over the phone regarding, Aid Eligibility, Bill payments, Product, and Promotion

• Health Need Screenings

• Outbound and Inbound calls

• Addressed customer service inquiries in a timely and accurate fashion.

• Web Interchange

• Processing Claims

• Issuing Refunds

• Prior Authorizations

• Billing

• Assigning Doctor's

• Scheduling Doctor's appointments

• Hip 2.0

• Health Insurance

• Hoosier Health Wise

• Hoosier Care Connect

Assistant Manager

Family Dollar - Indianapolis, IN - January 2013 to October 2015 Assist cashiers to their registers. Open and closing paperwork, Inventory, Cycle counts, Processing returns, Stocking, Delivering excellent customer service.

Call Center Agent

Kelly Services Call Center - Indianapolis, IN - April 2012 to August 2013

• Call Center CS Agent (Pharmaceutical) Inbound/Outbound calls, Processing BRC, Inquiries, and Call Logs Ect.

• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Demonstrated mastery of customer service call script within specified timeframes.

• Improved customer ratings by [100] %.

• Monitored that agents were giving direct and correct information.

• Addressed the call center agent and gave feedback the way the calls should be handled.

• Gave constructive criticism and graded all agents on accuracy.

• Addressed customer service inquiries in a timely and accurate fashion.

• Built customer loyalty by placing follow-up calls for customers who reported product issues.

• Health Aids

EDUCATION

Associates in Human Resource Management

Fortis College - Indianapolis, IN

February 2014

SKILLS

Customer Service (8 years), Microsoft Office (10+ years), Microsoft Excel (7 years), Retail Management (6 years), Customer Service Experience (10+ years)

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