Customer Service Call Center
Resume:
Current Address:
Lillie Darrell
Additional Contact Information:
Clarksville, TN 37043
**********@*******.***
EDUCATION
Bachelors of Science in Organizational Leadership
Bethel University, McKenzie, Tennessee
Anticipated August 2017
EMPLOYMENT EXPERIENCE
Licensed Sales Associate, Teletech, Inc.
Healthcare Sales and Marketing
Facilitate sales of Medicare Advantage and prescription drug plans as well as dual health plans
Detailed understanding of Medicare Regulations
Customer service skills and sales abilities.
Query callers and make recommendation in regards to their healthcare needs.
Team Lead, Teletech, Inc.
Healthcare Network Supervision
Provided supervision to Blue Cross Blue Shield division employees
Provided oversight to the day-to-day operations of the team including quality assurance and employee relations
Ensured compliance within healthcare division
Investigated, and coordinated resolutions to Customer grievances
Provided coaching and corrective actions in accordance to company regulatory requirements
Customer Service Representative, Asurion
Insurance Claims
Provided exceptional customer service to customers through daily interaction and general company inquiries
Filed insurance claims for Verizon wireless customers
Process payments for claim deductibles
Customer Service Representative, T-Mobile
Call Center
Provided exceptional customer service to customers through daily interaction and general company inquiries
Provided data analysis on plans, features, promotional and upgrade options for customers
Processed transactions on bill payments current and past due
Marketed phone carrier features and plan alternatives for economic efficiency
Assisted customers with interpretation of services and bill itemization
Team Lead, Convergys’s
Customer Service Supervision
Provided supervision to call center employees
Facilitated new employee training and provided updated company policies and procedures
Monitored and audited customer calls and provided necessary feedback to employees to ensure exceptional customer service
Compiled and submitted daily reports consisting of data analysis of call center effectiveness
Hopkinsville, KY
February 2014-Dec 2016
Nashville, TN
May 2012-Jan 2014
Nashville, TN
Jan 2010-Mar 2012
Clarksville, TN
June 2001-Jan 2010
Licenses and Certifications
Tennessee Insurance Producer License
Team Lead Certification at Convergys and at Teletech.
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