Customer Service Representative

Kathryn Garo

Customer Service Representative

Sacramento, CA

*******@*****.***

916-***-****

EXPERIENCE:

Call Center Representative (Remote – Temp)

Centene Corporation, Inc

**-**-**** ** **-29-2023

- Provided exceptional customer service to a high volume caller base, achieving first call resolution at a rate of 92%.

- Assisted with program changes, policy cancellations, claims status, billing and auditing, website navigation, coverage verifications.

- Used de-escalation techniques in appropriate situations to mitigate the number of appeals and grievances filed by policy holders.

- Utilized company software and systems to accurately document customer interactions and update records.

- Collaborated with team members and supervisors to meet performance metrics and exceed service goals.

- Demonstrated strong communication skills and empathy in dealing with diverse customer needs and concerns.

- Adhered to strict state and federal regulations, ensuring compliance with all relevant policies and procedures.

Education: El Sereno High Diploma with Honors 2002 Skills

Computer Proficiency

CRM

Conflict Resolution

Time Management

Multi-line Phones

Type 50 wpm

Data Entry

Software Proficiency

Microsoft Office

Word

Outlook

Teams

Excel (Beginner)

Powerpoint (Beginner)

Google Workspace

Ring Central

Zoom

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