Customer Service Communication Skills

Tracy Frazier

*** ******** ******

High point, NC 272260 240-***-**** **************@*****.***

SUMMARY OF QUALIFICATIONS

Organized and Adaptable Professional.

Exceptional interpersonal and communication skills.

Worked as part of an office team to manage daily operations of a nonprofit organization.

Welcomed visitors, patrons with a personable and positive attitude.

Adept at organizing and maintaining filing systems .

Excellent communication skills, accurate documentation and reporting .

Utilized software database; accurately input patient data.

Knowledgeable of office equipment and computer office programs; MS Office.

Understanding of medical terminology, life-saving procedures, emergency procedures.

Capable and confident of quick decision making and solving complex problems.

Team player and working together to accomplish daily goals.

Account receivable/payable, accounting clerk, response to emails, type correspondence. EMPLOYMENT EXPERIENCE

Customer Service Rep

Anthem BCBS

DECEMBER 2021 to May 2022

Responds to requests and calls from customers related to client specific programs and products Identifies and responds to customer’s needs based on designated procedures of account/client Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients Escalates calls to supervisor when necessary and appropriate Responds to requests for assistance and/or possible processing of credit card authorizations Manage large amounts of inbound and outbound calls in a timely manner Follow communication “scripts” when handling different topics Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives Seize opportunities to upsell products when they arise Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Frequently attend educational seminars to improve knowledge and performance level Meet personal/team qualitative and quantitative targets, Fraud Detection and Prevention Bus Operator

Greensboro Transit Authorities

September 2020 to December 2021

Obey traffic laws, safety procedures, and transit regulations. Pick up and drop off passengers at designated locations. Follow a specific timetable while on duty. Assist passengers with disabilities to get on the bus. Prevent or stop unruly behavior from passengers. Communicate with passengers and employers regarding delays or any issues along a route. Check the bus tires, lights, and oil when needed for basic maintenance. Bus Operator

National Express Transit (PART- BUS) -

August 2019 to August 2020

Conduct pre-trip and post-trip inspection of vehicle. Drive safely along designated routes. Obey traffic laws, safety procedures, and transit regulations. Pick up and drop off passengers at designated locations. Communicate with passengers and employers regarding delays or any issues along a route. Follow all SOP's and rulebook. Complete run sheets

Enrollment/Specialist Maximus Group

December 2019 to June 2020

high volume inbound calls supporting members with choice counseling when selecting the most appropriate health care plan to meet their needs. Accurately document member information and call notes. Provide accurate information and provide a positive experience to all callers, including potential Providers and local county offices in addition to members and/or authorized representatives. Complete outbound follow up calls as appropriate. De-escalate callers when handling complaints and/or grievances, escalating if appropriate. Handle up to two (2) incoming chat sessions from members and/or authorized members to answer questions, or assist with enrollments, disenrollment and appeals.

WMATA / Washington, DC / 2015 – 2020

Metro Bus Driver. Safely transported passengers along various busy DC Metro routes, handling complex transit safety controls and protocols. Studied transport time tables to plan appropriate itineraries that deliver passengers to their individual destinations without delay. Responded to customer concerns/questions, resolving issues/inquiries. Operated and maintained communication systems. Executed pre and post-trip inspections. Jackson Hewitt / 2013 – 2015

Tax Preparer, part time. Prepared income tax return forms for individuals, reviewing financial records and related documentation. Interviewed clients to obtain information on taxable income, expenses, and allowances. Utilized software systems, performed accurate data entry, maintained up-to-date tax policy, calculated taxes due. Private Home Care / 2008 – 2014

Private Caregiver. Cared for children and provided caregiving services for a sick family member. Planned daily activities, arranged medical appointments, managed daily medication regimen. Collaborated with medical professionals about ongoing daily medical care.

George Washington Hospital / 2006 – 2007

Life Star Ambulance, AAA, Rural Metro / DC Metro Area / 2001 – 2004 Emergency Medical Technician. Provided basic life support to victims, determining the right course of action after evaluating condition. Transferred the patient to the hospital and consulted with the medical team. Prepared a patient care report, documenting medical treatment. Effectively interacted with victim’s families. Excellent listening and interviewing skills, successful in seeking and securing needed information. Often instructed others on how to do something or treatment being administered. Capable and confident of quick decision making and solving complex problems.

Restoration Deliverance Temple / Upper Marlboro MD / 1994 – 2000 or 2001 Administrative Assistant/ Secretary. Responsible for the administrative aspects of a church. Greeted visitors. Upheld the public image and community outreach. Maintained an exceptional positive attitude, strong problem-solving abilities, and excellent interpersonal skills. Maintained office supplies and equipment. Managed the church schedule, maintained files, received and responded to correspondence, preserved records, assisted with bookkeeping and accounting duties. Arranged and managed board and committee meetings, recording minutes. Maintained rosters of church personnel and congregation. Provided overall organization to the operations of the church. EDUCATION & TRAINING

CDL Licensing / Class B Passenger Endorsements 2015

Tax Preparation Training / Jackson Hewitt / 2013

Emergency Medical Technician Licensing / 2001 – 2007

Office Specialist / DC Area School. 1989

High School Graduate / Maryland 1986

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