Customer Service Call Center
Resume:
RICHARD LATHAM
Fort Lauderdale, FL 33304
***************@*****.***
SUMMARY
Results-oriented Customer Service Professional with thirty two years experience in the professional call center industry. Experience ranging from reservations to collections and payment processing. Proficient in verbal and written communication. Experience in both first tier and escalated calls. Capable of analyzing a situation to determine the next step in solving a problem. Works well in a fast paced high volume call center and / or customer service environment. Able to balance the needs of the customer with the goals of the company. Detail-oriented, striving for one call resolution for the customer.
PROFESSIONAL EXPERIENCE
AUGUST 2016 to Present
UNITED HEALTHCARE August 2016 to Present
Call center serving United Health Care Medicare and Medicaid members inbound and outbound answering detailed questions about benefits, medications, billing, claims, fulfillment, formulary lookup, grievances, appeals, research, etc. Advocate for the member to have satisfaction on each and every call as the goal. Also, performed assessments on members, with knowledge of HIPPA laws .
Elite Marketing Group Oct. 2011 to April 2016
Sell American Express Products at airport, specifically the Delta Gold, business, and Platinum cards. Call potential customers over, discuss benefits and features of product and determine which product is best.
Saveology.com Aug.2010-Feb 2011
Sales rep for authorized dealer of cable services. Sell cable, internet, phone, tech support, and ADT, using cross selling and upselling techniques. Explained benefits and
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features. Also, cross trained on a customer service retention team designed to retain customers of the tech support product.
Meet or exceed all metrics on both customer service and sales teams
AMERICAN EXPRESS 2009 – 2010
Relationship Care 2 professional responsible for handling inbound calls from card members regarding their accounts. Worked with co-brand accounts which were partnerships with airlines, hotels, and retail. Answered questions and solved problems on accounts with issues including but not limited to account balances, general account maintenance, merchant disputes, and fraud. Also, integrated sales or upselling into every call.
Received excellent or very good customer service scores on 90% of calls.
AMERICAP FINANCIAL 2009
Loan Officer responsible for outbound sales calls selling mortgage refinancing deals. Calls on leads from customers in New Jersey and Pennsylvania. Explained processes and procedures, scheduled appraisals, ran credit reports, took application information, and answered any customer questions.
Exceeded closing ratio requirements by 50%.
BLUEGREEN CORPORATION 2005 – 2008
Payment Processor in Collections responsible for inbound and outbound calls regarding maintenance fees and vacation club dues for timeshare association. Calls were escalated. Answered questions regarding owner’s accounts. Reviewed, researched, and made decisions regarding their accounts.
Cross trained in billing.
Established relationships with owners to make calls a one stop shop.
Helped implement changes in policy to better serve the customers.
Nominated twice for Employee of the Month.
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ALAMO RENT A CAR, Fort Lauderdale, FL 1991 – 2005
Reservation Agent responsible for answering phones, assisted customers in determining car type, explained policies and procedures for domestic and international reservations. Also, during the last year, did the same for National Car Rental.
Million Dollar Club for ten years.
Met and exceeded closing ratio goals.
Earned customer satisfaction award.
EDUCATION
Bachelor of Science, (BS), Economics,
Florida State University, Tallahassee, FL
TECHNICAL SKILLS
AS400, Odyssey, Port, SSP, Legacy,
Microsoft Office Suite: MS Word, MS Outlook
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