Timeka L. Davis

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

Hamden CT, **514

203-***-****

ad28fm@r.postjobfree.com

OBJECTIVE

Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism, to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

EDUCATION

Quincy High School, Quincy, MA 02169

High School Diploma (Graduate) June 2014

High School Major: Healthcare Technology

Southern Connecticut State University, New Haven, CT 06511

Bachelor of Science Degree (Graduate) May 2018

College Major: Forensic Science and Anthropology

Concentration of Biological

PROFESSIONAL EXPERIENCE

CVS Aetna (Hartford, CT - Remote) – Aug 2021(current)

Position: Data Entry/Health Concierge

Maintained a customer resolution rate of 95% over my tenure with the company providing benefits and claim support.

Upheld quality control policies and procedures to increase customer satisfaction.

Participated in ongoing proprietary product training and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.

Respond to queries for information and access relevant files.

Entering customer and account data from source documents within time limits.

Balancing and acknowledging daily reports

Executed on-time and under budget project management to resolve complex issues

Led team engagement to assist cross-functional departments and achieve goals.

Integrated Oncology Laboratory (Relocated to CT) May 2021- Aug 2023

Position: Data Entry Specialist/Processing Specialist – Part time

Assisted over 100 clients daily with their needs and concerns via phone, email, web chat, and fax

Compiling, verifying accuracy and sorting information to prepare source data for computer entry.

Coordinated internally with operations and logistics to maintain knowledge of new company products

Trained new hires on products and services, best practices and protocols to reduce process gaps.

Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.

Mentored new employees on procedures and policies to maximize team performance.

Beth Israel Deaconess Needham May 2018- Jan 2021

Position: Laboratory Assistant/QA

Set attainable daily, weekly and monthly goals and game plans for the grievance department.

Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.

Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.

Successfully multitasked while navigating various functions of the companies’ service management system.

Volunteered to handle complaints and issues for manager during busy time periods.

PROFESSIONAL STRENGTHS

Issue and Complaint Resolution

Call Documentation

CRM Software

55 wpm Typing Speed

Customer service

Microsoft Office

Microsoft Teams

Excel Spreadsheet

Google Suite

Data Entry

Problem Resolution

Call Center Environments

Project Management

Working efficiently within a remote setting

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