Customer Service Call Center

CATHY KEENAN

REMOTE – TUCSON, AZ – MST

AVAILABILITY

• Open availability

JOB RELATED SUMMARY

• 10+ years billing experience

• 10+ years call center experience

• Upbeat and with a positive personality driven to build customer trust and loyalty.

• Experience in customer retention strategies, and understanding customer needs.

• Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients.

• Motivated to maintain customer satisfaction and contribute to company success.

• Ability to multitask to complete job duties in a timely and efficient manner.

• Strong communication and organization skills.

• Effective interaction with other employees in all levels of the organization as well as with the general public.

• Microsoft Word, Excel, Data Entry, Typing, etc.

EDUCATION / CERTIFICATIONS

• Pima County Community College, Tucson, AZ – Associate’s Degree in Business Administration PROFESSIONAL EXPERIENCE

Keenaca LLC – Tucson, AZ 01/2016 – Present

Client Service Specialist

• Responsible for providing Client Support in a Customer Virtual Support role in areas of service, sales and technical tier one assistance based on client criteria.

• Utilized various tools, applications for assisting, research, identifying areas of opportunity, with emphasis on negotiating resolution and meeting customer satisfaction.

• Meeting company goals and metrics in Telecommunications, Retail, Finance, Travel and Hospitality. Randstad (HealthCare Client) – Tucson, AZ 12/2021 – 08/2022 Customer Service Representative

• Provide assistance to members and/or providers regarding website registration and navigation.

• Provide Member and Provider support in areas of eligibility, benefits, account management, grievances, claims.

• Research and identify any processing inaccuracies in claim payments and route to the appropriate site operations team for claim adjustment.

• Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources.

• Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner.

• Process written customer correspondence and provide the appropriate level of timely follow up.

• Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application. Conduent 05/2019 – 04/2020

Customer Service Representative

• Effective in providing customer service while increasing customer retention and satisfaction through upgrade selling and cross selling strategies.

• Results-oriented, able to balance multiple responsibilities, consistently delivering results on time. BroadPath – Tucson, AZ 10/2017 – 02/2018

Member Services Associate

• Provided inbound/outbound member contacts via phone for answering members questions.

• Assisting in enrollment for new members and managing existing member accounts.

• Effectively communicate with members to exceed their expectations with guidance, knowledge, patience, and issue resolution Identified and took action on/made suggestions for members based on research into their plan, coverage and or claim. Alorica West at Home – Tucson, AZ 04/2015 – 10/2016 Customer Service Associate

• Provided assistance to clients

• Answered phone and assisted clients and customers with changes

• Created customer appointments

• Scheduled reservations for customers

• Maintained up-to-date knowledge of customer accounts

• Explained products and benefits

• Confirmed payments, refunds, etc.

• Resolved payment and order disputes

• Provided excellent technical support

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