Customer Service Patient Care
Resume:
Killeen, Tx. *****
***************@*****.***
LEUALESI LESLIE PANAPA
OBJECTIVE
Highly experienced Customer Service and Sales Professional with over 17 years in retail management, seeking to leverage extensive background in customer interaction, problem-solving, and strategic planning in a dynamic new role. Known for excellent communication skills, a strong work ethic, and a proven track record of driving customer satisfaction and business results. EXPERIENCE
Cigna Healthcare – Remote
Patient Care Advocate
October 2024 - Current
● Spearheaded a team initiative to improve patient care processes, reducing average call resolution time by 15%.
● Developed comprehensive training material on pharmacy benefits, enhancing team accuracy and productivity by 20%.
● Implemented a novel tracking system for member issues, leading to a 30% improvement in issue resolution efficiency.
● Acted as the primary liaison for complex case escalations, ensuring timely and effective resolutions.
Sunrun – Remote
Case Manager – Tier 3
January 2022 - August 2023
● Managed high-level escalations, reducing customer churn by 10% through effective resolution strategies.
● Designed and led a cross-departmental initiative to streamline case management processes, improving resolution times by 25%.
● Facilitated training sessions for new hires, focusing on escalation and support line.
● Assist in chat teams helping team members with difficult calls. Customer Care Tier 1
May 2021 - January 2022
● Provide world class customer service being the point of contact assisting customers with questions on their Solar system, billing, and system issues.
● Collaborated with the technical team to resolve system issues, reducing repeat customer calls by 20%.
● Work with customers to schedule appointments and obtain inputs such as documents or signatures using Docusign.
● Work with customers to set up auto pay, take payments, or billing concerns.
Athena Employment Agency – Remote, Killeen, TX
Supervisor, Customer Care Call Center
March 2020 - May 2021
● Led a team of 25 agents, achieving a 95% customer satisfaction rate through effective leadership and ongoing training.
● Developed a performance metrics system that identified top performers and areas needing improvement, resulting in a 10% increase in team productivity.
● Handle escalation calls from agents.
● Monitor and QA Team calls and making sure to provide feedback if needed.
● Identifying and applying career advancement opportunities. Time Warner Cable/Spectrum – Killeen, TX
Retail Sales & Marketing Specialist
January 2013 - April 2018
● Implemented a strategic sales plan that increased product upselling by 30%, contributing significantly to revenue growth.
● Recognized as Employee of the Month six times for exceptional customer service and sales performance.
● Actively and consistently support all efforts to simplify and enhance the customer experience.
● Continue to provide customer services after completing the sale of the product and service.
● Refine sales messaging, prospecting, qualifying and closing techniques.
● Assist coworkers with account activation, transfers, troubleshooting, maintenance, billing, problem solving, modification, enhancement and when required deactivation.
● Anticipate and prevents possible problems and roadblocks before they occur.
● Adapt standard responses and performs extensive research according to the complexity of the problem.
● Account receivable and payable. Process payments, daily cash handling, make sure each employer balances and processes daily cash reports and deposits for bank..
Kiosk Supervisor
August 2011 - January 2013
● Managed operational aspects of the kiosk, achieving a record-low employee turnover rate and a 20% increase in sales.
● Streamlined payroll and scheduling processes, enhancing operational efficiency.
● Scheduling for 4 employees making sure the store is covered during regular business hours.
● Assist customers with billing, refunds, and technical services.
● Process payments, daily cash handling, make sure each employer balances and processes daily cash reports and deposits for bank.
● Cash office duties; balancing daily cash payments, processing and preparing for deposits.
● Deliver each validated deposit slip form to the Reconciler
● Make sure all reports, documents and payment receipts are in order according to Spectrum rules and regulations, and ready for any audits.
● Verify that the Deposit Preparer has deposited all cash received. Accounts receivable and payable.
First National Bank – Austin, TX
Fraud Analyst
May 2011 - August 2011
● Played a key role in a project that reduced fraudulent activity by 25% through the implementation of advanced detection techniques.
● Displays good telephone etiquette to confidently educate the customer on competitive pricing information and assist in comparing and contrasting competitive services.
● Use probing techniques and communication skills to understand customer issues, assess needs to suggest/promote alternative products or services, and overcome objections and handle rejection.
● Handle inbound new activation and disconnect/downgrade calls for new and existing customers.
● Responsible for skillfully retaining customers through positive customer relationship building.
● Diffuse the irate customer situation by utilizing strong listening skills
● Save and re-sell the value of company products and services by properly aligning features, benefits and price with the needs of the customers.
● Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner.
EDUCATION
GED
Chapman Education, Garden Grove, CA, March 2013
WORK EXPERIENCE
● Expertise in customer service and conflict resolution
● Proficient in billing systems, unified chat tools, and data analysis software
● Strong leadership and team management abilities
● Excellent communication and negotiation skills
● Strategic planning and process improvement
● Proficient in Microsoft Excel, Word, and various database applications
● Customer Service Excellence
● Sales and Marketing
● Retail Management
● Call Center Operations
● Strong Analytical and Negotiation Skills
● Proficient in Billing System, Unified, Chat Tool, OMSE, KEY, OCH, NYROC, Issue TRAK, CMS, NICE
● Experienced in Excel, Spreadsheet, Database Applications, and Word Processing
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