Customer Service Representative
Resume:
Sandra Darling
Customer Service Consultant
Las Vegas, NV 89169
*****************@***********.***
Dedicated customer service representative where my people and phone skills, along with computer experience and motivation to maintain customer satisfaction can contribute to company success. Very highly motivated that works well with others and willing to learn other job duties. I believe that anything you learn only broadens your knowledge to be a better person. Authorized to work in the US for any employer
Work Experience
DOD Patient Care Advocate
Alorica, Inc. - Las Vegas, NV
November 2019 to January 2022
Responsible for providing assistance to our pharmacy, retail pharmacies as well as internal servicing representatives in addressing and resolving pharmacy issues, regarding refills too soon, prescription over rides, reversals, processing information for claim approvals and prior authorizations, also provided drug cost and pricing information, provided benefit details to members upon request. Escalations to the correct department when needed. Following all policies, procedures, rules and regulations, laws and guidelines per HIPAA compliances.
• Assisted customers with a warm and professional attitude
• Managed customer accounts
• Handled emails, inbound calls, and outbound calls
• Interacted with customers through live chat
Customer Service Consultant
Sutherland Global Services - Las Vegas, NV
February 2017 to April 2019
Respond quickly and professionally to inbound calls regarding general inquiries, Interacted with customer to provide and process information in response to inquiries, concerns and request about the brand and other professional services. Gathered customer information and determined required steps for results and resolution. Understand and utilized all resources to accomplish assigned task. Provided explanation of policy details and insurance benefits, (per HIPAA regulations)following all standard processes, procedures, regulations and guidelines to include internal client mandated and government maintained. Assist clients with policy changes, assist in resolving invoice and billing issues, processed credit card payments, issued refunds when necessary, managed and updated accounts, identified, researched, and resolved customer issues, escalated to appropriate staff per office procedures. Provide accurate information about product and services. Initiate intake process for initial claims processing, follow up on existing claims, educate customers on options for services and coverage, call tracking and documentation.
• Assisted customers with a warm and professional attitude
• Managed customer accounts
• Handled emails, inbound calls, and outbound calls
• Interacted with customers through live chat
Customer Service Sales Representative
Williams-Sonoma, Inc - Las Vegas, NV
October 2016 to January 2017
Handled customer's inquiries, issues and complaints. Provided information about products and services. Troubleshoot and resolve product issues and concerns. Document and update customer records based on interactions. Followed guidelines and goals
established by client and management. Maintained an understanding of knowledge base of the evolving products and services.
Customer Service Representative
Viator/TripAdvisor STAFFMART - Las Vegas, NV
April 2016 to December 2016
Answered online chat/email for customers vacations and excursions. Assisted customers with adventure activities, city tour, days trips, shore excursions, family friendly activities, theme parks, show tickets and city passes. Provided immediate customer support and information to clients and customers. Answered questions and concerns relating to products and services.
• Answered general questions
• Assisted customers with a warm and professional attitude
• Provided policy and service information
Customer Service Representative
C3 - Henderson, NV
June 2015 to March 2016
Answer customer telephone calls regarding new and existing accounts. Made requested policy and account changes. Give accurate and appropriate information to questions, troubleshoot issues, resolve conflict. Data entry, verified providers, pharmacy and drug information. Followed and maintained confidentiality at all times complying with HIPAA guidelines, laws and regulations. Complying with company policies and procedures.
• Provided policy and service information
• Answered general questions
Office Manager/Dispatcher
Joni's Telephone Service - Reseda, CA
February 2000 to November 2012
Responded to inbound calls, web chat, and emails in a timely manner. Verified and confirmed applicants information, followed up on all client calls, emails and application status. Provided accurate and appropriate information, answered all questions regarding rigging, props, wardrobe/costumes, fittings, location, call times and safety issues Direct and/or dispatched calls to appropriate personal and/or destination while accurately utilizing the features of PBX switchboard console, multi-lined telephone, headset, two-way radio, GPS and other related equipment. Prepared weekly and monthly correspondence and reports. Bookkeeping (AP/AR) payroll, researched all vendor options, ordered supplies, inventory control. Maintained an accurate database
• Maintained and supervised office operations
• Communicated with clients
• Supervised office staff
• Supported and trained staff
• Managed payroll
• Maintained office efficiency by organizing operations and procedures
• Processed billing on a daily basis
• Processed daily transactions
• Maintained office supply inventory
• Fulfilled clerical activities
Education
Graduate in Medical Assisting
UEI College - Van Nuys, CA
April 2011 to June 2012
High school diploma in High school curriculum
Theodore Roosevelt Senior High School - Gary, IN
January 1995 to May 1998
Graduate in Telecommunications
US Army - Fort Gordon, GA
November 1979 to August 1980
Graduate in General Studies
Glen Park Community College - Gary, IN
July 1979 to November 1979
Skills
• Microsoft office
• Self starter (10+ years)
• Team player (10+ years)
• Customer Service (10+ years)
• Customer Care
• Call Center
• CSR
• Customer Support
• Live Chat
• Telecommunication
• HIPAA
• Help Desk
• Microsoft Excel
• Data entry
• Microsoft Word
• Patient Care
• Network Support
• Computer Networking
• Office experience
• Operating Systems
• Microsoft Windows
• Communication Skills
• Typing
• Insurance Verification
• Windows
• Computer skills
• Military
• Phone etiquette
• Hospital experience
• Critical care experience
• ICD-10
• ICD-9
Military Service
Branch: Army
Service Country: United States
Rank: E4
November 1978 to September 1985
Certifications and Licenses
Patient Caregiver/ Companion
May 2015 to January 2022
Provided comfort and care to private patients.
Assessments
Verbal Communication — Proficient
February 2019
Measures a candidate's ability to effectively convey information when speaking. Full results: Proficient
Administrative assistant/receptionist — Completed
January 2022
Using basic scheduling and organizational skills in an office setting Full results: Completed
Customer service — Completed
January 2022
Identifying and resolving common customer issues
Full results: Completed
Call center customer service — Completed
September 2019
Applying customer service skills in a call center setting. Full results: Completed
Customer focus & orientation — Proficient
January 2022
Responding to customer situations with sensitivity Full results: Proficient
Retail customer service — Completed
October 2019
Comprehending and responding to retail customer needs. Full results: Completed
Protecting patient privacy — Proficient
March 2022
Understanding privacy rules and regulations associated with patient records Full results: Proficient
Written communication — Completed
March 2022
Best practices for writing, including grammar, style, clarity, and brevity Full results: Completed
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Skills
Microsoft Office, memory retention skills, excellent listening, great communication both verbal and written skills, strong work ethics, self starter, troubleshooting skills, professional and friendly attitude, team player, negotiation skills (10+ years)
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