Customer Service Representative

Myia Smith

***********@*****.*** Kannapolis, NC *8083

CAREER OBJECTIVE

Compassionate, dedicated, and versatile human services professional, with customer service and sales experience; that provides an exceptional level of customer service to clients, while targeting sales goals. Exemplifies excellent time management, organizational and interpersonal communication skills, with a dynamic ability to build a positive rapport with diverse populations, while handling multiple request and concerns. Authorized to work in the US for any employer Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction. SKILLS

Microsoft Windows Quality Assurance Controls Customer Support Inbound Phone Call Management Data Verification Medical Record Confidentiality Problem Solving CRM Software Customer Relationship Management

EXPERIENCE

SENIOR CLIENT SUPPORT SPECIALIST, Charlotte, NC

Thriveworks, January 2021-Present

Excelled in precise and timely documentation in the fast-paced healthcare environment, ensuring accurate record- keeping and compliance with industry standards.

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Directed calls to the appropriate departments for resolution, while offering clear and transparent guidance to clients on the next steps, ensuring a streamlined process.

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Prioritized patient privacy and safeguarded personal and financial information in strict adherence to HIPAA laws, upholding the highest standards of confidentiality.

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Applied a client-focused approach to problem-solving, demonstrating a commitment to meeting and exceeding client expectations.

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CUSTOMER SERVICE REPRESENTATIVE, US

LPL Financial, May 2020-December 2021

Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems for LPL Financial Advisor clients.

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Reviewed incident tickets and responded to Financial Advisor end-users appropriately and within established standards; resolved open tickets in a timely and professional manner, ensuring a positive client experience.

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Read technical manuals, confer with Financial Advisor users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

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CUSTOMER SERVICE REPRESENTATIVE, Charlotte, NC

Verizon Wireless, March 2017-May 2020

Cultivated strong rapport with clients, seizing opportunities to promote and cross-sell additional products and services, thereby expanding revenue streams.

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Applied analytical skills to resolve routine to complex billing issues and inquiries, ensuring accurate and satisfactory outcomes for clients.

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Employed effective negotiation strategies to establish payment arrangements, successfully rehabilitating accounts ranging from 5 to 90 days delinquent.

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Demonstrated exceptional performance by consistently surpassing both sales and customer satisfaction goals, attesting to a track record of high-quality service delivery.

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CUSTOMER SERVICE REPRESENTATIVE, Charlotte, NC

United Health Care, January 2015-March 2017

Excelled in resolving customer grievances related to benefit and eligibility information, billing disputes, and material requests in a high-volume inbound environment.

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• Applied stringent quality assurance measures to ensure accurate and timely resolution of customer concerns. Offered expert guidance to healthcare providers concerning the status of medical claims and collaborated on strategies to expedite claim resolution.

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EDUCATION

COMPLETED COURSEWORK TOWARDS HIGH SCHOOL DIPLOMA, Charlotte, NC Central Piedmont Community College

Charlotte, NC

Myers Park High School

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