Customer Service Representative
Resume:
PATRICIA
DENNY
ad3rwn@r.postjobfree.com
Winston-Salem, NC 27103
https://www.linkedin.com
/in/patricia-denny-78849a149
A committed and well-motivated customer service professional with customer service experience. Highly articulate with a clear friendly voice and an ability to upsell products. Independent thinker with issues resolution training and experience. Authorized to work in the US for any employer
PROFESSIONAL SUMMARY
Randstad - Customer Care Representative
07/2023 - Current
Cynet Systems - Customer Service Representative
WORK HISTORY
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
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Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
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• Assisted call-in customers with questions and orders. Responded to customer needs through competent customer service and prompt problem-solving.
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Navigated multiple computer systems and applications to find information.
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Logged call information and solutions provided into internal database.
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• Maintained and managed customer files and databases. Analyzed customer feedback for process improvements to achieve long-term business objectives.
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Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
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Resolved concerns with products or services to help with retention and drive sales.
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• Investigated and resolved customer inquiries and complaints quickly. Met customer call guidelines for service levels, handle time and productivity.
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Responded to customer requests, offering excellent support and tailored recommendations to address needs.
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• Maintained up-to-date knowledge of product and service changes. Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
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Educated customers about billing, payment processing and support policies and procedures.
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Followed up with customers about resolved issues to maintain high standards of customer service.
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• Delivered prompt service to prioritize customer needs. SKILLS
• Customer Service
• Issue Resolution
• Troubleshooting
• Problem Solving Skills
• Critical Thinking Skills
Excellent Interpersonal
Communication Skills
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• Time Management Skills
• Telephone Etiquette
• Sales Ability
• Data Evaluation
• Online Chat
• Information Updates
• Microsoft Office
• Claims Monitoring
• Clerical Support
• Verifying Coverage
Customer Implementation
Support
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• Security Verification
• Problem Resolution
• Inbound Customer Service
• Call Volume and Quality Metrics
• Trained in Salesforce
• Customer Inquiry Response
• Data Communications
• Policy and Procedure Adherence
Calm and Professional Under
Pressure
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• Understanding Customer Needs
• Livechat Messaging
• Documentation
EDUCATION
Grand Canyon University
Phoenix, AZ • 09/2014
Bachelors: Psychology
R.J. Reynolds Senior High School
Winston-Salem, NC • 06/2008
High School Diploma
07/2022 - 08/2023
Ranstad/Alight Solutions - Customer Service Representative/Call Center
09/2021 - 02/2023
Ranstad/Alight Solutions - Customer Service Representative/Call Center
08/2020 - 11/2020
Alight Solutions - Customer Service Care Representative 09/2018 - 07/2019
Handled customer inquiries and suggestions courteously and professionally.
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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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• Answered constant flow of customer calls with minimal wait times.
• Updated account information to maintain customer records. Offered advice and assistance to customers, paying attention to special needs or wants.
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Responded to customer requests for products, services, and company information.
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Clarified customer issues and determined root cause of problems to resolve product or service complaints.
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Processed customer service orders promptly to increase customer satisfaction.
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Provided primary customer support to internal and external customers.
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Utilized customer service software to manage interactions and track customer satisfaction.
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Developed customer service policies and procedures to meet and exceed industry service standards.
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• Provided great customer service
Help customers enroll/sign up for medical insurance and understand the plans available
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• Maintained courteous and friendly attitude toward customers
• Greeted all visitors and customers in a professional manner Helping customers understand the rules and regulations set forth by the government
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Make customers happy with verifying everything is current with their accounts
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• Show empathy to all customers
• Maintaining and managing clients medical accounts.
• Provided great customer service
Help customers enroll/sign up for medical insurance and understand the plans available
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• Maintained courteous and friendly attitude toward customers
• Greeted all visitors and customers in a professional manner Helping customers understand the rules and regulations set forth by the government
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Make customers happy with verifying everything is current with their accounts
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• Show empathy to all customers
• Maintaining and managing clients medical accounts.
• Handling a high volume of inbound calls from our clients' employees Wells Fargo, Randstad - Customer service Representatives 03/2018 - 03/2018
Hanes Brands INC, Debbie's Staffing Services - Customer Service Representative
10/2017 - 02/2018
Insurance Specialize, Novant Health, Inc
04/2017 - 07/2017
Ranstad/Aon-Hewitt - Customer Service Representative/Call Center 09/2015 - 08/2016
to answer questions, provide education, and solve complex HR and financial issues related to their health care benefits, 401k savings and retirement plans, leaves of absence, payroll, etc Processing transactions such as health enrollments, tax and direct deposit updates, 401k withdrawals or contributions, and retirement elections
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• This may include additional research and ongoing casework Leveraging your computer navigation skills to toggle between multiple screens and systems to provide answers and support
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• This may include assisting the caller in navigating the system as well Creating and updating files in our database and communicating with third parties to research and assist the customer with updates or inquiries
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• Maintaining and managing clients medical accounts.
• Email communication
• Outbound phone communication - not a call center
• Works within a system called trade works to create
• Stand by Letters of Credit
Documentation - working off of templates that are in the tradeworks system - will be entering in of info and some copy and paste
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• Packages documents to ship out to the client.
To build, recover and strengthen consumer relationship and have a positive and measurable impact on the organization's bottom line through handling of the email, written or telephone consumer contacts
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To generate root-cause analysis by identifying consumer impacting problems and generating solutions for minimizing these problems
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To provide assistance to consumers who contact the Consumer Care Center via the internet and address Consumer concerns
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To provide assistance to consumers who contact the Consumer Care Center via the internet through all forms of social media-(Facebook, Twitter, Pinterest, Instagram, Chat) and address Consumer concerns
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Responsible for compliance with Sarbanes/Oxley, Card Protection and internal audit processes and procedures for all financial transactions in SAP and CVCC.
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• Responsible for analyzing patient accounts
Performing the appropriate steps or actions needed to satisfy the account balance
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• Handling inquiries regarding patient's accounts.
• Making the phones need to clear patients accounts
• Maintaining and managing clients medical accounts.
• Provided great customer service
Help customers sign up for medical insurance and understand the plans available
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• Maintained courteous and friendly attitude toward customers
• Greeted all visitors and customers in a professional manner
• Maintaining and managing clients medical accounts.
Contact this candidate