Customer Service Representative
Resume:
Alishia L. Stewart
Austin, TX 78724
*******.*******@*****.***
Objective:
I am a quality focused individual who is committed to approaching administrative tasks with tenacity and attention to detail. I am seeking a position in customer service where my experience will be further developed and utilized.
Education:
Associate of Arts with a concentration in Foundation of Business, graduated February 2012, from University of Phoenix
Work Experience:
United HealthCare Customer Service, Austin TX -2021-2023 Duties and Task/Essential Functions:
● Assist medicaid recipients with questions they may have concerning their benefits
● Informing members if their account is active or inactive, and when it is time to renew benefits
● Informing members on how to get a referral to see a specialist,or letting them know if an authorization has been approved or denied and how to file an appeal if denied.
● Assist members with finding medical providers, specialists, dentists, and ophthalmologists who accept their plan.
● Assist members by directing them to the resources that will help them with issues they may be facing concerning homelessness, mental issues, drug addiction,
● Accurately documented researched and resolved members issues
● Managed high call volume with tact and professionalism DentaQuest Customer Service Representative, Austin TX 2018-2020 Duties and Task/Essential Functions:
● Handled inbound calls from policyholders,health care providers and other insurance companies.
● Answered inquiries on policy coverage and dental claims, as well as answered questions about approved or denied authorizations.
● Accurately documented researched and resolved customer service issues.
● Managed high call volume with tact and professionalism Harte Hanks INC, Austin TX 2014-2018
Duties and Tasks/Essential Functions:
● on phone software, via remote connection or over the Internet;
● Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
● Gather customer information and determine the issue by evaluating and analyzing the symptoms;
● Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;
● Research required information using available resources;
● Follow standard processes and procedures;
● Identify and escalate priority issues per Client specifications;
● Redirect problems to appropriate resource;
● Accurately process and record call transactions using a computer and designated tracking software;
● Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
● Organize ideas and communicate Deliver service and support to end-users using and operating automated call distributioral messages appropriate to listeners and situations;
● Follow up and make scheduled callbacks to customers where necessary;
● Stay current with system information, changes and updates Sears Cooperation, Austin Texas 2012-2014
● Track and follow-up all customer request in a timely manner
● Maintain a broad knowledge of all company products,service and promotion
● Manage large volume of customer calls and a friendly and courteous manner Provided exceptional customer service
● Greet and address customer in a friendly respectful way
● Maintain procedures and process for first level problem determination
● Work with products and sales team to address and resolve customer issues efficiently return customers calls and a timely manner to ensure customer satisfaction
Technical Support Operator
2004-2009
SITEL Corporation, Beaumont, TX
● Handled a high influx of inbound calls within a dynamic call center environment
● Managed multiple priorities and maintained effective results in a quota driven workplace ● Assisted wireless cell phone customers with items such as plan changes, adding minutes and troubleshooting
● Responded to customer inquiries and requests and resolved issues efficiently and professionally ● Exercised strong interpersonal communication skills with customers and department personnel ● Accepted assignments with open, cooperative, positive and team-oriented attitude ● Utilized multiple call center support applications to efficiently assist customers and agents Customer Service Representative
2000-2004
West Telecommunications, Beaumont, TX
● Delivered world class customer service and built customer satisfaction and loyalty
● Provided effective and timely resolution of a range of customer inquiries
● Strive for one call resolution of customer issues
● Completed ongoing training to stay abreast of products, services and policy changes
● Struck a positive and cooperative tone with both customers and co-workers
● Increased customer experience by providing information on new product rate plans and services through up-selling opportunities
Pre-School Teacher
1996-2000
Little Angel Daycare, Beaumont, TX
● Supervised 4 Teacher Assistants
● Utilized play and interactive activities to develop language and vocabulary
● Planned and organized a range of individual and group activities
● Provided a positive and safe learning environment
● Used creative and practical skills to prepare inspirational learning material
● Monitored and reported on children’s development and identified those with possible learning difficulties, consulting professionals when appropriate
● Communicated effectively with parents about their child’s development Skills
World Class Customer Service, excellent communication skills,Call Center Operation, Microsoft Office, Problem Solving, Technical Support, Reports & Documentation, Customer Order Fulfillment, professional phone etiquette, quick learner, organization,prioritizing,
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