CHERYL GILVARY

ad48yn@r.postjobfree.com 570-***-**** Jenkins Township, PA 18640

Summary

Dynamic Lead Customer Service Representative offering solid customer service background, diligent attention to detail and hardworking nature. Energetic and focused with 4 years of experience coaching and mentoring new employees in service delivery, telephone etiquette and troubleshooting; over 5 years total in a Customer Service roll with most recent employer. Well-versed in service and conflict resolution. Polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers. Expertise in coordinating a multi-member customer service team and participating in programs to enhance productivity. Years of experience dealing with medical insurance benefits, claims, prescriptions, authorizations, quality assurance pertaining to inbound/outbound calls, emails and other correspondence sent directly to members to confirm the highest level of professionalism was being illustrated. Skills

• Account management

• Complaint resolution

• Customer support

• Active listening

• Conflict mediation

• High-energy attitude

• Office equipment proficiency

• Quality assurance controls

• Customer relations

• Inbound and Outbound Calling

• Cross-functional collaboration

• Employee coaching

Experience

Highmark, Inc. Wilkes-Barre, PA

Lead Customer Service Representative

06/2018 – 10/2022

• Trained new employees on company customer service policies and service level standards.

• Assisted representatives with handling calls and took over escalated concerns to provide skilled solutions.

• Coached, monitored and motivated new agents to boost performance and enhance job knowledge.

• Handled client and representative inquiries with exceptional professionalism and enthusiasm.

• Answered customers' questions and addressed problems and complaints by phone, rectifying issues promptly.

• Completed diverse tasks on daily basis to serve customer needs.

• Resolved numerous representative inquiries in any given week, consistently meeting performance goals.

Highmark, Inc. Wilkes-Barre, PA

Customer Service Representative

02/2017 - 06/2018

• Documented conversations with customers to track requests, problems and solutions.

• Made outbound calls to obtain account information.

• Asked probing questions to determine service needs.

• Delivered service and support to each customer, paving way for future business opportunities.

• Answered multiple inbound calls per day resolving customer issues and directed to various departments when needed.

• Answered customer questions and addressed concerns, resulting in reduction of complaint calls.

Conduent Moosic, PA

Customer Service Representative

01/2016 - 02/2017

• Asked probing questions to determine service needs and accurately input information into electronic systems.

• Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

• Delivered service and support to each customer, paving way for future business opportunities.

• Consulted with customers to determine best methods to resolve service and billing issues.

• Answered multiple inbound calls per day resolving member issues.

• Answered customer questions and addressed concerns, resulting in a reduction in complaint calls.

Old Forge School District Old Forge, PA

Substitute Teacher

08/2009 – 12/2011

• Enforced classroom routines to keep students on schedule and operating at consistent level.

• Implemented lesson plans assigned by classroom teacher to educate students about key concepts.

• Maintained student attendance and assignment records to prevent lapses during teacher absences.

• Assigned homework to students based on curricula and modified based on daily progress.

• Engaged students in discussions to promote interest and drive learning.

• Educated students in various subjects to provide seamless transition during absence of head teacher.

Pittston Area School District Pittston, PA

Substitute Teacher

08/2005 - 12/2011

• Enforced classroom routines to keep students on schedule and operating at consistent level.

• Implemented lesson plans assigned by classroom teacher to educate students about key concepts.

• Maintained student attendance and assignment records to prevent lapses during teacher absences.

• Assigned homework to students based on curricula and modified based on daily progress.

• Engaged students in discussions to promote interest and drive learning.

• Educated students in various subjects to provide seamless transition during absence of head teacher.

Education and Training

Cedar Crest College Allentown, PA

Some College (No Degree) in Post Graduate Level Coursework 2006

Bloomsburg University of Pennsylvania Bloomsburg, PA Bachelor of Science in Secondary Education/English 12/1996

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