Customer Service Representative
Resume:
SHANTA COHEN
Tampa, Florida 33605
Cell: -813-***-****
Email: ***********@*****.***
OBJECTIVE
I am enthusiastically looking forward to working with a company, with which I can grow and have a lifetime relationship.
By using my acquired customer service, business model knowledge and results driven attitude; I will certainly maintain the high standards of any company that I have the opportunity of working with.
CUSTOMER SERVICE REP 10+YEARS EXPERIENCE
* 10+ years of experience providing customer support in high volume call center environments.
* An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
* Listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
Experience
New York Life Insurance Customer Service Representative 10/2015- Current Tampa, FL
*Answer incoming calls while processing applicable transactions during call and creating work items in Automatic Work Flow (AWF) as necessary.
*Establish high quality customer relationships - using information resources, active listening, and technical knowledge to respond to external and internal inquiries.
*Ability to analyze information provided, gather facts and document necessary files appropriately.
*Ability to multitask, gather and input necessary information simultaneously.
*Develop and maintain working knowledge of systems needed to process service functions Develop expert knowledge of all products in assigned skill sets, software applications and processes.
*Demonstrate high proficiency in subjective metrics, i.e., customer service focus, effective communication, technical knowledge, professional growth/engagement, accountability/dependability, technical knowledge and decision making.
Hiregy Customer Service Representative (PSCU) 04/2014-03/2015 Tampa, FL
*Utilize personal computer, peripheral devices, telephone headset and all aspects of the telephone system and other general office equipment.
*Function in an ever changing, fast paced, high call volume production-based environment using multiple PC applications.
*Communicate effectively in verbal and written formats, speaking in a polite, courteous and calm manner at all times while providing accurate and complete information.
*Explain confusing and complicated topics in a clear and concise manner..
Wellcare Member Resolution Specialist 09/2013-03/2014 Tampa, FL
*Respond to all escalated member complaints received through transferred phone calls and customer service management resolves those issues.
*Log, track, resolves and response to all inquiries and complaints while meeting all regulatory CMS and Wellcare corporate guidelines in which special care is required to enhance WellCare relationship while meeting and exceeding performance standards.
*Thoroughly researches issues and take appropriate action to resolve them with then turn around in time requirements in quality standards.
4 Corner s Resources Customer Service Representative 04/2013-09/2013 Tampa, FL
*Responds to member, providers and other inquiries via telephone, while meeting all corporate
Guidelines and performance standards.
* Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy,
Politeness, helpfulness and other skills as identified.
*Assists in the education of new members and in the re-education of existing members.
Vangent Customer Service Lead 09/2012-03/2013 Tampa, FL
* Handling Incoming calls from Individuals who have Medicare.
* Utilize databases and written materials to look up and provide information to inquiries
*Provide knowledgeable responses to inquiries in a courteous, timely and professional manner.
One Touch Direct Sales/Customer Service 12/2008-07/2012 Tampa, FL
*Handling Incoming calls and Outgoing calls from phone carriers.
*Responding to inquires about account, resolving problems and correcting errors.
*Provide account information and used consultative selling techniques to provide leads for telesales personal.
Education
Brewster Technical Center 3/12-06/12 Phlebotomy
Concorde Career Institute 01/07-09/07 Medical Assistant
Jefferson High School 01/06-05/06 Diploma
D W Waters Career Center 08/04-06/05 Administrative Assistant
Skills
Customer Service
11+ years
Call Center Service Operations
11+ years
Complaint Handling/Dispute Resolution
10+years
Sales Lead Generation
10+ years
Data Entry/Records Management
7+years
Multiline Phone Use
10+years
MS Word, Excel and Access
10+years
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