Allegis Group/ Amgen

Debra Owens

Professional Customer Care Advocate

Festus, MO 63028

ad01wh@r.postjobfree.com

+1-314-***-****

Seeking a position that will allow me to provide my excellent customer service skills as well as professionalism. Dedicated to problem solving and using all resources to provide a resolution on the first call. Empathetic, patient, able to build repore to establish long term relationships. Extremely dedicated to go beyond the scope of service to execute resolution and provide an excellent customer experience.

Authorized to work in the US for any employer

Work Experience

Connext Member Global Support Solutions Associate - Marion, WI October 2022 Assist UHC (United Health Care) members with account updates, benefit information, OTC balance.

Replace OTC Ucards or activate if needed. Place online orders, track orders, delivery status. Process utility payments and or add utility providers. Assist with in store troubleshooting and purchasing. Esculate members to Tier 2 department for further assistance or correct departments pertaining to issue to establish resolution.

Created ticket in ticketing system for issues that needed esculation. Accessed database for information and procedures.

Documented all calls accordingly.

Customer Support Specialist phone/chat/email

Tactical USA, INC - Boston, MA

January 2021 to December 2021 • Assisted members with verifying orders, placing orders, tracking orders, order replacements, refunds and membership information.

• Provided first call resolution for customers or esculated issues to the appropriate department to resolve inquiries not conducted by the team.

• Supported agent/customer relationships; while maintaining each agency's brand.

• Maintained accurate data in appropriate systems to reflect account activity. Tracked and captured information and data per department guidelines.

• Adhered to standard operating procedures and consistently utilizes resources provided.

• Stay updated and properly execute upon newsflashes, new workflows, and processes. Data Entry position,

Entered patient enrollment applications and Insurance financial information for processing team. Processed up to 12-14 Faxes per hour depending on document amount. Full time W@H position. Temporary position:

06-2023 to 10-2023

• Upheld our customer care standards by achieving individual goals on average handle time, after call work, quality, adherence.

Qualifications:

• Previous experience in IT, customer service, or other related fields

• Ability to build rapport with clients

• Strong troubleshooting and critical thinking skills

• Positive and professional demeanor

Qualifications

Experience

Data-driven with a commitment to the following of process Quantitative skills including proficiency with Browsers, Updates, Internet Adept at data analyses and turning them into actionable insights Resourcefulness with the ability to parse internal documentation Excited to join a fast-paced environment and have excellent time management skills Ability to multitask and prioritize workstreams

Attention to data accuracy and detail

Demonstrated intellectual curiosity

Provided Strong relationship management skills

Self-starter with the ability to manage multiple projects at once A passion for delivering measurable Customer Success

• High Volume, High energy

• Technology background, tech-savvy

• Excellent Communications skills

• CRM Experience

• Salesforce

• VoIP, Citrix, VPN, Oracle, Cisco, VMware, Checkpoint, Microsoft Teams, Skype, Discord, Slack, Cisco Web-Ex, Zoom, GoToMeeting, Ring Central,

Customer Service associate (sales floor)

MERS Goodwill Retail Store - Festus, MO

February 2018 to March 2020

Assisted customers in Home decor section, answered questions about products, verified pricing, rotate stock, add inventory, upsell products for additional revenue. Kept department clean and free of clutter. Pulled outdated stock weekly, assisted associates in other departments when needed. Customer support specialist

Comast Communications - Festus, MO

April 2016 to September 2019

Assisted customers and clients via (VoIP system) call on account login issues, password resets, connection issues, equipment settings and replacements WiFi, DNS configurations, browser settings and updates, transactions, and payments, account updates, upgrades and services, and general account questions. This was a work-at-home position using the Avaya system(VoIP). Navigated and multitasked tabs with up to 8 programs. Multitask databases with ease.

Education

AA in Communications

Desoto High School, Craven Community College, Jefferson College - Havelock, NC April 1987 to September 2004

Skills

• avaya (3 years), invoices (10+ years), Shipping (8 years), Shipping and receivin 2 year), UPS (Less than 1 year), Customer Service, Customer Care (10+ years), CSR (10+ years), Customer Support

(10+ years) Assessments Customer Service Skills (10+ years)

• Highly Proficient January 2019 Measures a candidate's skill in evaluating approaches to customer service & satisfaction. Full results: https://share.indeedassessments.com/share_assignment/h-y8- yjkhta3tj1g Written Communication

• Familiar January 2019 Measures a candidate's ability to convey written information using proper grammar rules. Full results: https://share.indeedassessments.com/share_assignment/ jox0q55sqrgxgwoj Verbal Communication

• Familiar January 2019 Measures a candidate's ability to effectively convey information when speaking. Full results: https://share.indeedassessments.com/share_assignment/qjdtpbnac4ocycdp Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. Shipping and receiving exp, Tracking UPS/FED EX/ USPS, Tracking numbers and invoices, computers Win XP, Vista, Win 7 Win 10, Avaya ( Voip ) Troubleshooting, Browser Issues, Navigating multiple open windows. Account lock outs, Payment adj, Sales and recommendations. Website design and editing, data entry and processing. (10+ years) LINKS http://theoutdoorsartgallery.yolasite.com

• Computer Networking

• Active Directory

• Operating Systems

• Technical Support

• Technical Support

• Customer Service

• Help Desk

• VMWare

• LAN

• DNS

• Network Support

• Time management

• Documentation review

• Administrative experience

• Typing

• Troubleshooting

• TCP/IP

• Microsoft Windows Server

• Citrix

• Medical records

• Data collection

• Software troubleshooting

• Salesforce

• Desktop support

• IT support

• Analysis skills

• Search engines

• Telemarketing

• Case management

• Relationship management

• Kitchen experience

• Google Docs

• CRM software

• Fundraising

• Account management

• Negotiation

• VPN

• DHCP

• Microsoft Exchange

• Lead generation

• Teaching

• Clerical experience

• Packaging

• Order management system

• CSS

• Live chat

• Manufacturing

• Facebook Advertising

• Quality control

• Research

Certifications and Licenses

Customer service essentials

April 2017 to Present

Skillright Certificate through program on careerbuilder.com for customer service essentials training. Food Handler Certification

Assessments

Call center customer service — Proficient

December 2021

Demonstrating customer service skills in a call center setting Full results: Proficient

Work style: Reliability — Completed

August 2021

Tendency to be reliable, dependable, and act with integrity at work Full results: Completed

Customer focus & orientation — Proficient

June 2018

Measures a candidate's ability to respond to customer situations with sensitivity. Full results: Proficient

Sales skills — Completed

December 2021

Influencing and negotiating with customers

Full results: Completed

Customer focus & orientation — Proficient

August 2021

Responding to customer situations with sensitivity Full results: Proficient

Bookkeeping — Proficient

November 2021

Calculating and determining the accuracy of financial data Full results: Proficient

Retail Skills: Shelf Stocking — Proficient

June 2018

Measures a candidate's ability to monitor and track inventory levels of merchandise on store shelves to maintain supply.

Full results: Proficient

Customer service — Proficient

June 2020

Identifying and resolving common customer issues

Full results: Proficient

Work motivation — Proficient

February 2021

Level of motivation and discipline applied toward work Full results: Proficient

Supervisory skills: Motivating & assessing employees — Proficient January 2022

Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Contact this candidate