Customer Service Front Desk
Resume:
Denisha Allen
Rockwall, TX *****
**********@*****.***
PROFESSIONAL SUMMARY
Dedicated customer service professional with years of experience in a fast-paced environment seeking a stimulating position in both a growth and goal-oriented setting that will allow me to utilize and acquire new skills to further my career and align within a company’s mission and vision statement. I have handled a wide range of contact methods while accurately documenting customer issues and providing first class service with every interaction while adapting to fast changing environments. Demonstrated a strong ability to build customer rapport and provide effective rebuttals for objections while executing a proven track-record of consistently meeting performance metrics.
SKILLS
- Zendesk - 60 WPM - POS Systems - HIPPA - Clerical Support
- Medical Term - LiveChat - EPIC - Citrix - Microsoft Office
- Helpdesk - Medicaid - CRM - Netforum - Fraud Detection
- Medicare - Salesforce - Java Script - Genysis - Vendor Relations
EMPLOYMENT HISTORY
Chewy, Customer Service Representative DEC 2021 - Present
Greeted and welcomed guests in a courteous and professional manner while providing assistance and information as needed to enhance their experience. Answered and direct incoming phone calls and inquiries to appropriate personnel, promptly addressing customer concerns and resolving issues effectively while managing reservations, check-ins, and check-outs accurately and efficiently using reservation management systems and software. Maintained cleanliness and organization of the front desk area and lobby, including arranging seating, stocking supplies, and displaying promotional materials. Coordinated with housekeeping and maintenance staff to ensure rooms and common areas are clean, well-maintained, and ready for guest arrivals. Assisted with administrative tasks, such as filing, faxing, and photocopying to support smooth operations of the front desk and administrative office.
U.S. Mint, Account Specialist NOV 2016 - SEP 2022
Accurately completed provider configuration in provider systems to ensure appropriate claims payment in accordance with contractual language. Created resolution documents to address provider issues and increase provider satisfaction while utilizing probing and problem-solving methods to resolve all inquiries and requests. Provided cross functional support and served as Subject Matter Experts (SMEs) or second tier resolution to internal and external provider teams. Recommended, and participated in process improvement opportunities for Network Management Operations while identifying system problems, gaps, or inconsistencies in workflows and/or processes. Developed and implemented circulation policies and procedures to ensure smooth operations and excellent customer service while mentoring new employees on procedures and policies to maximize team performance while implementing a knowledge base, resulting in a 20% reduction in common support inquiries.
MetLife, Claims Processor OCT 2015 - NOV 2016
Executed sales transactions during inbound calls, utilizing product knowledge and communication skills to meet sales goals while assisting customers with troubleshooting technical issues and providing guidance on using the company's telecommunications services. Collaborated with cross-functional teams to identify and implement process improvements that enhance efficiency and customer satisfaction while maintaining accurate and up-to-date customer records in the company database to ensure efficient customer service and effective communication with clients. Utilized strong problem-solving skills to effectively address customer inquiries and complaints, ensuring a high level of customer satisfaction while consistently exceeding performance metrics, such as average handle time, customer satisfaction, and first call resolution to contribute to the overall success of the customer service department. Reducing the average claim processing time by 20% by implementation of streamlined workflows.
Target, Customer Service Rep JAN 2013 - SEP 2015
Expertly managed customer relationships through proficient handling of incoming calls, demonstrating exceptional communication skills and problem-solving abilities while accurately processing billing and insurance claims, ensuring timely resolution and high levels of customer satisfaction. Developed and maintained a comprehensive knowledge of the company's products and services to provide accurate and valuable information to customers. Proactively identify opportunities to improve customer satisfaction, such as suggesting process enhancements or additional training resources for customer service representatives. Escalated technical issues to the engineering team and communicating solutions to members, resulting in a 30% decrease in average resolution time. Drafted support articles and assisted in creating member tutorials, improving overall member experience, and reducing support ticket volume by 15%.
EDUCATION
Colton High School, Diploma
Victor Valley College, Associate of Arts
Contact this candidate