Customer Service Representative

KERR HILLMAN

**** ********* **** *******, ** US *0317 ***********@*****.*** 678-***-****

Dedicated and highly skilled customer service representative with 12 years of extensive experience in delivering exceptional customer support. Proven track record of building strong customer relationships and providing tailored solutions to meet their needs. Well-versed in handling diverse customer inquiries, resolving complaints, and ensuring customer satisfaction. Exceptional communication and interpersonal skills, coupled with a patient and empathetic approach when interacting with customers from various backgrounds.

●Communication

●Active Listening

●Problem Solving

●Patience & Empathy

●Product Knowledge

●Time Management

●Conflict Resolution

●Upselling and Cross Selling

●Customer Relationship Management

●Cross Functional Collaboration

●Data Reporting

Personnel Coordination

PROFESSIONAL

Customer Service Representative

Accenture/Artech- [Remote] October 2023-February 2024

●Updated customer applications and claims.

●Enrolled customers in Medical and Dental plans using Sales Force

●Handled 100 -150 calls per day resolving issues,addressing customer inquiries.

●Guided customers through the enrollment process.,explaining health plan benefits

●Verified customers eligibility for enrollment

Customer Service Representative October 2022 – September 2023

Ashton Carter /Get Insured– Atlanta, GA (Remote)

●Enrolled customers into health and dental plans, demonstrating expertise in verifying insurance coverage, explaining health plan benefits, and guiding customers through the enrollment process.

●Assisted customers with their claims, providing support in navigating claim procedures, resolving claim discrepancies, and ensuring timely reimbursement for medical services.

●Demonstrated exceptional attention to detail in validating and updating application income for insured individuals and their dependents, ensuring accurate and up-to-date information for insurance purposes.

●Handled a high volume of inbound and outbound calls, averaging 150-200 calls per day, addressing customer inquiries, resolving issues, and providing outstanding service to ensure customer satisfaction.

Customer Service Representative February 2021 – September 2022

Randstad/Maximus – Atlanta, GA (Remote)

●Responded to incoming customer calls, providing prompt and courteous assistance to enrollees and consumers in selecting suitable health plans and facilitating appointments with primary care physicians, ensuring a seamless experience throughout the process.

●Resolved customer issues proactively and documented complaints, effectively addressing concerns and taking appropriate actions to ensure customer satisfaction and retention.

●Processed enrollments, disenrollment, and other member inquiries, demonstrating meticulous attention to detail in accurately recording and updating member information while adhering to established protocols and timelines.

●Educated members on managed care policies, COVID-19 vaccinations, the 90-day choice period, and annual enrollment, empowering them with comprehensive knowledge to make informed decisions regarding their healthcare coverage.

Customer Service Representative September 2018 – February 2021

Insight global/Intralot (Call Center) – Johns Creek, GA

●Executed call center operations, effectively managing inbound service calls from vendors to address lottery service issues, providing prompt and accurate resolutions while delivering exceptional customer service.

●Offered basic remote troubleshooting and support to vendors, utilizing technical knowledge to diagnose and resolve common issues, while also dispatching and coordinating with technicians for on-site support when necessary.

●Ensured the efficient and timely delivery of support services to each vendor, maintaining a high level of responsiveness and professionalism to meet or exceed service level agreements.

●Collaborated extensively with other departments, actively monitoring and analyzing performance results to identify areas for improvement in business operations and customer service strategies.

Mail Clerk & Sorter November 2016 – September 2018

Randstad/ State Farm Insurance, Co. – Alpharetta, GA

●Demonstrated versatility in performing operational duties across shipping, receiving, and mail processing, ensuring efficient and timely handling of mail.

●Upheld strict confidentiality and security protocols, prioritizing the confidentiality of all mail and ensuring adherence to privacy guidelines.

●Improved mail processing operations by developing and implementing streamlined processes for opening, sorting, and scanning mail, resulting in increased efficiency and accuracy.

Customer Service Representative March 2005 – October 2016

Transworld Systems(Call Center)– Norcross, GA

●Demonstrated expertise and versatility in a multi-dimensional business support role by successfully operating the company’s switchboard, handling inbound and outbound calls with professionalism and efficiency.

●Excelled in advanced mail operations, responsible for executing physical inbound and outbound mail processing, organization, and distribution while maintaining a high level of accuracy and attention to detail in handling critical mail operations.

●Developed strong working relationships with clients and vendors, effectively handling inquiries and fulfilling legal document requests while ensuring strict confidentiality and adherence to legal requirements.

●Recognized for consistently delivering exceptional service and support, achieving outstanding client working relationships through personalized and tailored assistance.

EDUCATION

High School Diploma June 1984

Murphy High School – Atlanta, GA

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