Customer Service Representative
Resume:
DAVID POLK
Customer Service Professional
Sunrise, FL 33351
*****@***.***
Highly accomplished customer service professional with over 20 years· experience providing excellent customer service to businesses/corporations, financial Institutions, healthcare facilities, fitness, and retail industries. Strong ability to Interpret customer Issues and provide resolution within one interaction, ensuring the highest level of customer satisfaction. Detail oriented professional with exceptional ability to document customer Interactions, transactions. and resolutions. Team player, always willing to go above and beyond to assist colleagues and management.
Authorized to work in the US for any employer
Work Experience
Customer Services Representative
Insurance Pipeline Inc (IPI)-Oakland Park, FL
January 2023 to June 2024
• Inbound and outbound call resolution
• Processing Customer payments and Resolving payment disputes
• Updating and maintaining accurate demographic information
• Educating Customers on services and products available Customer Service Representative/Sales Representative JR Tobacco of America-Fort Lauderdale, FL
October 2021 to September 2022
• Placed orders for customers and ensuring they have the best shopping experience possible.
• Communicated new website features to customers (JR Plus, Cigar of the Month Club, Shop JR app. Loyalty program, Bonus Buys available, etc.)
• Upsold product to customers (Example - Bonus Buy, Subscription, and other products and services)
• Participated in weekly coaching/training.
• Participated in ongoing sales and customer service coaching.
• Provided best-In-class customer service.
• Answered e-mails tickets that come in through Salesforce as assigned.
• Provided online chat (LiveChat) customer service as needed.
• Flagged Items suspected of Fraud and forward to Leads/Supervisors.
• Handled escalated calls when necessary.
• Notified team leads and/or helpdesk of any system related Issues being communicated by customers.
• Other duties and responsibilities as assigned.
Patient Support Specialist
Ambrose Health-Fort Lauderdale, FL
March 2021 to October 2021
• Analyze and determine medical necessity of Medicare patient, genetic testing for hereditary cancer.
• Verify and confirm Medicare Insurance coverage.
• Contact and coordinate with PCP of patient for medical approval.
• Process and complete lead documentation for Quality Approval and test delivery.
• Coordinate with patient Primary Care Physician and Medicare to determine coverage. DAVID POLK
Customer Service
Stampers Boots-Fort Lauderdale, FL
September 2018 to August 2019
• Customer Service, Sales, online Fulfillment, Inventory, Merchandising, Sales, Shipping and receiving. Customer Service and Technical Support Representative Hotwire Communication-Fort Lauderdale, FL
January 2018 to June 2018
• Assisted with inbound call center inquiries to assist with and resolve customer care issues and questions.
• Provided high level customer service-focused first call resolution handling customer needs with a sense of urgency.
• Primary duties Included first call pickup and resolution, fulfilling customer request to make changes to their services (voice, video, data, phone, etc.), provide billing Issue review and resolution (review bill cycles, processes, helping customers understand their statements and making corrections), technical support Level 1 resolution.
• Effective communication with customers in a professional and courteous manner while setting accurate expectations for customer resolution.
Customer Service and Technical Support Representative Comcast / Xfinity-Miramar, FL
May 2017 to July 2017
• Assisted with inbound call center inquiries to assist with and resolve customer care issues and questions.
• Provided high level customer service-focused first call resolution handling customer needs with a sense of urgency.
• Primary duties Included first call pickup and resolution, fulfilling customer request to make changes to their services (voice, video, data, phone, etc.), provide billing Issue review and resolution (review bill cycles, processes, helping customers understand their statements and making corrections), technical support Level 1 resolution.
• Effective communication with customers in a professional and courteous manner while setting accurate expectations for customer resolution.
Customer Service/Sales Representative
Leatherwerks-Fort Lauderdale, FL
February 2016 to May 2017
• Performed customer service and sales activities for high-end retail store of custom leather products.
• Primary duties included primary Interaction with customers for point-of-sale opportunities, setup and maintenance of advertising and store displays to further promote sales. receiving. stocking/restocking of merchandise.
• Prepared dally financial and sales reports.
Customer Service Representative
Greater Health Works-Hollywood, FL
April 2015 to December 2015
• Assisted with inbound call center Inquiries including resolving customer issues, questions, and analyzing general feedback with the goal of resolving calls within one Interaction. DAVID POLK
Customer Service / Transportation Acquisition Representative AIDS Healthcare Foundation (AHF)-Fort Lauderdale, FL March 2015 to December 2015
• Verified medical appointments and scheduled transportation requests for patients including coordination with third party transportation vendors. Organized gym memberships for qualified patients. Customer Service Representative
Emblem Health-Hollywood, FL
July 2014 to February 2015
• Enrolled qualified individuals in Medicare and Medicaid coverage according to CMS guidelines.
• Provided detailed information regarding Medicare Advantage Health Insurance plans. Provided exceptional customer service for all Inbound customer inquiries, troubleshooting, and resolving issues and customer account questions.
Customer Service Representative
MDVIP-Boca Raton, FL
July 2013 to May 2014
• Provided billing and customer support for Concierge med1lcal programs focused on preventative care and diagnostics.
• Assisted physicians and members with internet portal support. Customer Service Representative/Certified Fitness Nutrition Coach Max Muscle Sports Nutrition-Pembroke Pines, FL
March 2008 to July 2013
• Created custom comprehensive meal plans and nutritional supplement plans to accommodate each individual customer's need and fitness goals.
• Conducted educational demonstrations for clients and groups regarding dietary supplements, ensuring proper nutritional guidelines were followed.
• Trained new employees on daily operating procedures and products/inventory. Sales & Customer Service Representative
West Elm / William Sonoma-Miami, FL
August 2007 to November 2007
• Researched and resolved retail sales discrepancies.
• Processed exchanges and refunds to ensure customer satisfaction.
• Coordinated and ensured timely and accurate merchandise delivery to customers. Credit Operation Specialist
American Express Card Company-Plantation, FL
June 1996 to February 2007
• Proposed fraud and identity theft process improvements based on customer evaluations.
• Presented proposed changes/solutions to management.
• Training Specialist.
• Coached new employees on client account analysis including determining financial merit.
• Created a training matrix and facilitated training programs to assist employees in identifying and resolving financial discrepancies.
• Developed individual action plans Including specific targets/goals for one-on-one weekly training sessions.
• Evaluated and reviewed employee performance reports to identify trends and suggest training improvements.
Education
Bachelor's degree in Architecture
Savannah College of Art and Design - Savannah, GA
March 1987 to June 2003
Skills
• Customer Service One-Call Issue Resolution
Retail Sales Financial & Billing Issue Resolution
Call Center Troubleshooting & Problem Solving
Point of Contact Problem Resolution Account Management Shipping and Receiving Healthcare Industry
Process Documentation Microsoft Office Suite
• Sports Coaching
• Personal Training
• Account Analysis
• Salesforce
• Customer service
• Typing
• Cash handling
• Help desk
• POS
• Retail sales
• Cash register
• Sports coaching
• Analysis skills
• HIPAA
• Windows
• Sales
• Documentation review
• Technical support
• Troubleshooting
• Medical terminology
• Office experience
• Communication skills
• Clerical experience
• Phone etiquette
• Data entry
• Microsoft Office
• Restaurant experience
• Quick service & fast food restaurant
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