Customer Service Representative
Resume:
Mylourie Laventure
Orlando, FL *****
*****************@*****.***
Highly motivated and results-driven customer service professional with 5+ years of experience in handling customer inquiries and complaints across diverse industries. Skilled in building strong customer relationships, resolving complex issues, and providing exceptional service to ensure customer satisfaction. Seeking a challenging role in a dynamic organization where I can utilize my skills and experience to exceed customer expectations and drive business success. Authorized to work in the US for any employer
Work Experience
Customer Service Representative
GetInsured - Remote
June 2022 to October 2023
• Manage inbound email, chat and phone inquiries from our customers, for the purpose of providing quality customer service.
• Handle all interactions promptly and effectively, focusing on one-call resolution and engagement.
• Build strong knowledge of services offered by continuously learning in order to assist in policy and claims details.
• Act as a liaison for internal departments such as claims, billing and sales by answering questions and escalating any possible issues up to be resolved.
• Focus on customer retention by overcoming objections to cancel policies, sharing the why behind resolution and providing the customer with a WOW! experience.
• Complete various projects per management request.
• Will perform all other duties as assigned.
Customer Service Representative
UPC Insurance - Remote
May 2021 to June 2022
• Handling inbound and outbound calls, emails, and chats from customers
• Providing accurate and timely information about products and services
• Addressing customer inquiries and concerns in a professional and courteous manner
• Resolving customer complaints and escalating issues to the appropriate department if necessary
• Maintaining customer records and updating customer information in the company's database
• Collaborating with other departments such as sales, marketing, and technical support to ensure customer needs are met
Tech Support
Asurion - Orlando, FL
August 2020 to March 2021
• Evaluate and troubleshoot customer concerns
• Identify technical issues, deploy solutions with efficient, clear, courteous, and accurate communication
• Sell Asurion smart home and other products on every call
• Explain device capabilities, wireless carrier data product offerings and company policies
• Meet goals and grow from feedback and coaching
• Utilize call center technology to troubleshoot, input, track and report customer issues
• When needed, escalate calls to the appropriate tier of customer service function Benefits Administrator
LifeWorks - Remote
January 2020 to June 2020
• Member Service Representative (MSR answer incoming calls from members to resolve issues, answer product inquiries and program questions, handle complaints, troubleshoot problems and provide information
• Maintain a solid working knowledge of all company services and solutions.
• Tactically support member relationship by providing further insights into specific offerings as it relates to the client
• Understand client business rules and communicate changes to members as necessary
• Understand contractual service level requirements; quality assurance monitors and document performance; address performance variances and participate in defining steps for resolution
• Address and resolve members concerns in the best interest of the Company and the client
• Identify, trouble shoot and resolve member challenges including follow-through to ensure member satisfaction
• Convert Member cancellation requests to continuation of services (also known as saves)
• Demonstrates and can apply knowledge of products and services provided to members
• Problem-solve and properly execute company/client policies while creating a positive member experience
• Identify and escalate priority issues to appropriate team members
• Complete after call support functions which include the processing of forms and applications, call disposition and resolution reports/logs as well as required clerical processes and interfacing with other departments
Customer Service Representative
Conduent - Orlando, FL
February 2017 to December 2019
• Respond to all tolling and/or administration related customer inquiries by utilizing information learned during training and leveraging resources available through people, customer records, and knowledge management systems.
• Identify customer needs to ensure the customer is provided complete and accurate information.
• Process required transactions via mainframe or web-based applications.
• Submit research requests in a concise yet accurate manner.
• Maintain a thorough knowledge of the company and client programs, policies, and technology.
• Communicate effectively in a warm and empathetic manner.
• Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.
• Provide support to other positions/operations in cases during heavy workloads. Receptionist
Visionworks - Orlando, FL
February 2016 to February 2017
• Maintains log for patient registration and patient appointments.
• Schedules patient appointments based on the specific medical parameters of each physician's practice.
• Accurately enters appointments into the patient management system.
• Adjusts schedule as necessary.
• Provides the patient with a written appointment card.
• Assists in obtaining and updating patient demographic and insurance information.
• Compiles the patient medical record and attaches an Encounter form for each patient visit and directs to responsible individuals.
• Reviews the Encounter forms and determines payment due.
• Collects payments and records all transactions.
• Calculates and balances all monies collected daily. Education
High school diploma
Wekiva High School - Orlando, FL
December 2015 to May 2016
Evans High School - Orlando, FL
April 2014 to December 2015
College Degree in Hha and occupational safety and health duties certification Center of professional training and development inc Skills
• Call Center
• Good communication skills
• active listening
• customer service
• Benefits Administration
• Technical Support
• Problems solving
• Decision making ability
• Ms word, Ms excel, Ms windows
• Live chat
• Customer service
• Typing
• Front desk
• Documentation review
• Research
• Hospitality
• Technical support
• Windows
• Medical records
Certifications and Licenses
CPR Certification
Food Handler Certification
Driver's License
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