Peggy M. Diyoka

Call Center Agent/ CSR

Contact

860-***-****

ad1hqb@r.postjobfree.com

Objective

Seeking employment that best utilizes my skills and talents such as:

1.Resolving customer issues

2.Creating an emotional connection

3.Preventing future issues

4.Up-selling and cross-selling

Education

ITT Tech

Denver, CO

GPA 3.80

Key Skills

Marketing

Team player

Computer knowledge

Communication

Problem-solving

Experience

November 2016- November 2021

Data Steward. Bank of the West (Littleton, CO)

●Data Steward Responsible for Customer Research across various Bank systems, data entry of researched and collected data, plus customer outreach over the phone.

●Responsible for collecting data across multiple bank systems and entering research and collected data.

●Escalates issues to the Data Steward Manager. Provide status to the data Steward manager in the identification of data not found within the bank’s primary systems.

●Responsible for calling customers to obtain data.

●Participates in training and reads literature in order to become knowledgeable about current business and BSA issues related to assigned area(s).

December 2013- November 2016

Document Mgt Processor • Great West Financial (Greenwood Village,CO)

●Process customers request regarding their retirement plans.

●Prepare incoming mail for scanning into automated workflow and follow necessary hand-off procedures of premium to the premium processing area.

● Sort and scan documents as they come in.

●Update customers’ information in the database.

●Quality check documents previously worked by my coworkers for accuracy as protocol within the company.

●Documents filing.

January 2010- December 2013

Customer Service Agent• United Healthcare (Denver,CO)

●Handle inbound calls from existing members and prospect.

●Provide members with prescription plans information.

●Handle billing and general inquiries.

●Update and process member’s information in the database.

●Look up member’s medications in the database and providing prices and copays.

●Accurately transfer calls to proper departments.

●Handle disenrollment inquiries.

●Handle Appeals and Verbal grievances, Cover Determinations, Tier Exceptions.

●Full documentation on every call.

Communication

Strong communication and customer service skills.

Leadership

Used my leadership skills to train new hires, to be efficient on the task while maintaining excellent customer satisfaction scores.

References

Available upon request.

Contact this candidate