Customer Service Representative

FELICIA BACCUS

**** ********* ****** *******, ** 45415 C: 937-***-**** ********@*****.***

SUMMARY

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

SKILLS

● Strong organizational skills Adaptive team player

● Active listening skills Critical Thinker

● Seasoned in conflict resolution Creative Problem Solver

● Sharp problem solver Ability to multitask, and relay information in a clear and concise manner

EXPERIENCE

1/2022- Present RobertHalf- Fidelis Healthcare

Remote-Customer Service-Dayton, Ohio

Answer multi-line phone system, help claimants file for an appeal, research medications, assist clients with complaints, maintain and update customer and referral information, receiving and maintaining updated knowledge regarding accounts. 03/2021-1/2022 RobertHalf- State of Michigan Unemployment Remote-Customer Service-Dayton, Ohio

Answer multi-line phone system, help claimants file for a new unemployment claim, resolve existing claim, correct certifying weeks for claim, send correspondence through the mail for claimants, record and transmit claim activity to determine claim status, perform fact- finding, claims issues, utilize the unemployment system and software. 11/2020-03/2021 Customer Service- BC Forward Anthem Contract Position Contract- Remote Position- Indianapolis, Indiana

Answered multi-line phone system from policyholders inquiring about their insurance. Provided assistance with medical and home mortgage policies. Discussed escrow accounts, payoff letters and mortgage foreclosure.

02/2020 – 03/2020 Front Office Coordinator- Company Closed Due to Covid-19 Express Employment Professionals – Dayton, Ohio

Set up interviews, and multi-line phone system, payroll, assisted employees and employers With account maintenance.

03/2019 – 02/2020 Customer Service / Account Representative Honeywell – Dayton, Ohio

Answered multi-line phone system, helped vendors with account, payments and placing orders, and data entry.

06/2018 – 03/2019 Scheduling Specialist

Dayton Physicians – Dayton, Ohio

Scheduled patients for urology, hematology, and radiology appointments and procedures. Canceled appointments when needed. Answered multi-lined phone systems. E-mailed doctors and nurses on triage lines with urgent situations. 05/2014 to 05/2018 Customer Service/Office Specialist Home Products Healthcare Kettering, Ohio

In charge of client relationships with Medicaid clients, Doctor’s offices and state agencies. Created new processes and systems for increasing customer service satisfaction. Cross-trained and provide backup for other customer service representatives when needed. 9/2012 to 5/2014 Home Health Aide

Spring Hills Home Care- Dayton Ohio

Assist clients in their home with daily living activities, such as cooking, dressing, and bathing. keep patient records for any and all medical conditions. Keep family informed of any changes in health.

06/2009 to 9/2012 Certified Nursing Assistant-

Ten Wilmington Place- Dayton, Ohio

Assist patients with Alzheimer’s disease with personal care, hair appointments,bathing, daily activities, preparing meals, monitoring their daily routine. 03/2008 to 05/2009 Nursing Assistant

First Light Homecare Clayton, Ohio

Assist patients with personal care, take residents to appointments, monitor patient conditions by observing physical and medical conditions intake and output, and exercise. Records patient information and monitors status of health. Adheres to professional standard home care policies and procedures maintaining security precautions.

02/2006 to 03/2008 Office Clerk/Office Assistant

Monday Correctional Institution – Dayton, Ohio

Sort and file records of office activities. Keep records, manage calendars and prepare reports. Set up appointments for inmates, schedule court appointments for legal team. Handle family and inmate complaints, operate office machines such as copiers, fax machines and computers. Send, open route and answer mail.

02/2003 to 02/2006 Preschool Teacher

Kindercare Learning Center – Englewood, Ohio

Observe and monitor children's play activity. Keep records on individual children, social behavior, cognitive skills, toileting skills and many others. Read to children, teach them painting, drawing, crafts and songs. Organize and supervise recreational activities including games and learning activities.

EDUCATION AND TRAINING

1991 High School Diploma: All Subjects

Northmont High School Clayton, Ohio

2008 CNA - Certified Nursing Assistant Certificate – State of Ohio Miami Valley Career and Technology Center – Dayton, Ohio

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