Customer Service Call Center
Resume:
Kyle Smith
Phoenix, AZ *****
ad2kak@r.postjobfree.com
Authorized to work in the US for any employer
Work Experience
Licensed Benefits Advisor
Willis Towers Watson Via Benefits - Phoenix, AZ
December 2022 to November 2023
Work at home position
Taking calls from clients in regards to their Medicare insurance policies, guiding them to resources to better understand their coverage. Taking phone calls from clients that have questions in regards to their life insurance policies while following a specific call flow. Staying within my scope and transferring clients to the right departments that can resolve whatever is not within my responsibilities. Maintaining drive of the conversations while providing empathy to the clients and providing them expectations that I can follow through on while maintaining a high first call resolution percentage in my calls. Production Packer
STIIIZY/Red 22 - Phoenix, AZ
April 2022 to November 2022
Assembling, producing, and packaging cannabis products while meeting the expectations and quality set by Stiiizy/Red 22. Maintaining a clean and sanitized workspace per HIPPA and Covid-19 regulations. Jumping onto any orders that are needed to be fulfilled ASAP or if another department needs extra hands getting an order completed and on time. While working on an order, double check my own work along with my peer's work to catch any possible mistakes, instead of just correcting my peer's work, educate my peers so that the same mistake isn't repeated moving forward. Reporting end-of-shift paperwork to verify product has been recorded per state guidelines and if any discrepancies are noticed, problem solve as to what caused the discrepancy while also communicating with management exactly what is going on. Wellness Advisor
The Flower Shop - Ahwatukee, AZ
November 2020 to April 2022
Actively listening to medical and recreational patients needs and wants while providing them with options that best suit their request and price range to ensure that they're able to afford their orders and also being happy with the product they're receiving while following state and company policy driven standards. Facing and organizing products in the store to ensure all brands are well represented. Making sure my money drawer is 100% accurate at the end of the day with my overall sales. Cleaning the store front and organizing the backroom to make sure products that need to be at the store front first are ready to be placed in display and in store front inventory. Checking in patients and making sure medicinal patient purchases are recorded with the state accurately and honestly to make sure the store sales are abiding by state law. Some accomplishments such as reaching particular product incentives and winning competitions set by vendors by selling certain products Stocker/Order Picker
Joann Fabric & Crafts store - Phoenix, AZ
May 2020 to October 2020
Responsibilities:
Breaking down and building fixtures/structures, moving aisles to new locations, separating products which need to be flexed into clearance, facing product labeling, stocking accurately and on a timely manner according to the planograms.
Keeping high attention to detail not just with product facing but also with cleanliness around the store and with products handled following COVID implemented standards. Using hand held devices to pick out products for internet orders and prepare for shipping as soon as possible.
One achievement id like like to include is as a team go from orders shipping out in up to 3 weeks and as a team work together to reach up to next day shipping with 95% order fulfillment. Licensed Pharmacy Technician
Walgreens Boots Alliance - Chandler, AZ
November 2019 to May 2020
Responsibilities:
Verifying incoming prescriptions through Fax/Phone and electronically submitted by both patients and prescribers. Meeting policy driven metrics while taking inbound phone calls from patients in regards to prescription status, refill requests and communicating with prescribers for prescription renewals authorizing prescription transfers to other pharmacies during times of civil unrest, natural disasters and pandemics to ensure patients receive life altering medications on time. Event Coordinator/ Event Promoter
Sdk events - Mesa, AZ
May 2010 to August 2019
Engaging potential clients in person to inform them about events they could possibly be interested in, giving out flyers at events to spark interest in others, selling tickets to the events and broadcasting potential projected revenue milestones as compared to previous events, managing staff during promotional events and during events to make sure things are going according to plan, picking up and dropping off artists and performers at the airport, providing said artists and preformers their schedules, accommodating them prior to and during events to keep them focused on their tasks. Auditing our merchandise and door sales cash boxes during and after events. Communication with potential clients on social media websites to encourage them on coming and bringing their family and friends to future events. Helping eith closing up and breaking down venues after events are over. Making sure artists and performers are aware of their tasks and our expectations. Customer Care Representative
LogistiCare - Phoenix, AZ
January 2018 to August 2018
Responsible for helping clients placing inbound calls requesting to schedule medical transportation to and from facilities in a timely manner, providing all necessary information to client and transportation to ensure trips are planned accordingly.
Customer Service Representative/Office Worker
TruForce Pest Control - Chandler, AZ
June 2017 to January 2018
Seasonal position
Responsibilities:
Responding to a high volume of phone calls from potential clients and recurring clients, retention, collections sales and route scheduling with clients from 4 separate states. in charge of a group of co- workers within the desk area quality driven call handle times. Accomplishments:
Reaching highest percentage rates in office for collections ranging from 0-120+ days past due invoices Implemented an easier routing coordination program for the office to ensure accurate scheduling. Brought in a new program to increase member rapport throughout office Highest over all calls answered in the office.
Customer Service Representative
CVS Health - Chandler, AZ
March 2016 to April 2017
Responsibilities:
Receive calls from clients and helping them with their insurance plans, handle customer inquiries, complaints, billing questions, prior authorizations, etc. Accomplishments:
Officially commended for initiative, enthusiasm, caring and intense customer focus in performance evaluations.
Kennel Staff
Chandler Dogs - Chandler, AZ
March 2015 to March 2016
Responsibilities:
Accomplish safe supervision of dogs
Maintain proper standard of cleanliness
Successfully initiate sales with clients
Accomplishments:
Safe supervision of 120 or more dogs during Thanksgiving and Christmas holidays without a single complaint from clients
Customer Service Representative
Circle K - Phoenix, AZ
September 2013 to June 2015
Responsibilities:
communication with customers, maintain store cleanliness, cash count and audit on products daily. Accomplishments:
achieved 100% every time on one occasion 108% on mystery sales and store inspection, received bonus credit for great customer service skills.
Csr/delivery driver
pizza hut - Phoenix, AZ
September 2010 to August 2013
Responsibilities:
prepared food, cooked, took orders, delivered orders, maintained store cleanliness. Accomplishments:
earned 100% satisfactory mystery sales, achieved award for overall store cleanliness. Education
Highschool diploma in general studies
Mountain Pointe Highschool - Phoenix, AZ
2007 to 2011
Skills
• Order Fulfillment
• Planograms
• Driving
• Picking & packing
• Computer skills
Certifications and Licenses
Licensed Pharmacy Technician
March 2020 to March 2022
Cannabis Facility Agent
February 2021 to February 2025
Assessments
Customer service — Proficient
July 2020
Identifying and resolving common customer issues
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
References:
Steve Martinez, former manager (Truforce Pest Control) 646-***-**** Jeye Penya, former supervisor (Chandler dogs): 619-***-**** Jeff, former co-worker (Circle k): 602-***-****
Ben Schuh, former co-worker (Pizza hut): 602-***-**** Darnell, current lead (22 red/stiiizy) 757-***-****
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