Customer Service Call Center

Shelander Early

Katy, TX 504-***-**** **************@*****.***

Professional Summary

Dedicated and results-driven Customer Service Professional with extensive experience in providing exceptional support to customers across various industries. Adept at meeting customer needs and exceeding expectations through effective communication, problem-solving, and remote work proficiency. Skilled in utilizing Microsoft Office applications and navigating complex systems to deliver outstanding service. Proven track record of success in remote and call center environments. Experience

Healthcare Call Center Associate – Mar 2021 – Current Caremark (CVS), Remote

● Address diverse customer inquiries and concerns promptly and effectively, ensuring high satisfaction levels and adherence to quality standards.

● Expertly manage and resolve customer issues related to health benefits, demonstrating in-depth knowledge of healthcare systems and policies.

● Utilize Microsoft Office tools to document customer interactions, process prescriptions, and assist patients with enrollment in health programs.

● Exceed key performance metrics, including call resolution time and customer satisfaction scores, consistently delivering exceptional service.

● Collaborate with cross-functional teams to streamline processes and improve workflow efficiency by 20%.

Healthcare Customer Service Representative – July 2018 – Jan 2021 Foundever, Remote

● Provided compassionate and immediate assistance to healthcare clients, demonstrating empathy and active listening skills, resulting in high customer satisfaction scores.

● Exceeded performance targets by efficiently resolving inbound service calls, utilizing strong communication skills and problem-solving abilities to drive customer satisfaction.

● Demonstrated resilience and adaptability in a fast-paced remote environment, handling high call volumes while maintaining professionalism and accuracy.

● Collaborated with team members to implement process improvements, contributing to a 25% reduction in customer escalations and enhancing overall service quality.

● Utilized advanced computer navigational skills and proficiency in Microsoft Office applications to deliver efficient and effective support to clients, ensuring accurate resolution of inquiries.

● Engaged in ongoing training and skill development programs to stay updated on industry trends and enhance performance in delivering exceptional customer service. Healthcare Call Center Associate – June 2016 – June 2018 Optum Health – Houston, TX

● Assisted customers with healthcare coverage inquiries, ensuring accurate processing of member payments and enrollment documents.

● Completed virtual training with top scores, maintaining 100% attendance and acquiring in-depth knowledge of healthcare systems.

● Collaborated with cross-functional teams to implement system changes, leading to a 30% increase in processing efficiency.

● Tracked and reported on retention efforts, achieving a 20% improvement in member payment accuracy.

● Demonstrated strong remote communication skills and interpersonal skills in addressing customer needs effectively.

Customer Service Operations Representative – March 2015 – June 2016 Amazon – Houston, TX

● Provided proactive solutions and root cause analysis for customer issues, resulting in a 15% improvement in issue resolution time.

● Processed return authorizations, tracked customer orders, and resolved complaints, meeting and exceeding quality standards.

● Proficiently utilized Microsoft Office applications, contributing to a 25% improvement in documentation accuracy.

● Demonstrated adaptability and flexibility in handling various customer service tasks in a dynamic telecommunications environment.

● Collaborated effectively with cross-functional teams to ensure seamless customer support operations.

Education & Training

Grambling State University

Bachelors in Business Administration (2016)

Skills & Abilities

● Customer Service Excellence

● Problem-Solving

● Active Listening

● Interpersonal Skills

● Adaptability

● Remote Work Proficiency

● Microsoft Office

● Communication Skills (Oral and Written)

● Healthcare Knowledge (Health Benefits,

Enrollment)

● Document Management

● Telecommunications Expertise

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