Customer Service Inbound

Michelle Massey

704-***-**** / ****************@*****.*** / Charlotte, NC 28213

CAREER SUMMARY

Results-oriented professional with extensive experience in customer service, sales, and transportation logistics. Proven track record of exceeding performance metrics and delivering exceptional service. Skilled in utilizing communication, problem-solving, and interpersonal skills to achieve organizational goals. Excel in fast-paced environments, consistently meeting and exceeding expectations.

WORK EXPERIENCE

Cigna – Express Scripts

Inbound Customer Service Representative June 2016 - Present

Handle inbound customer inquiries and issues regarding prescription benefits, consistently achieving a 95% customer satisfaction rating.

Resolve an average of 50 customer concerns per day, resulting in a 20% reduction in escalations to management.

Utilize knowledge of insurance policies to assist customers in navigating coverage and claim processes, resulting in a 15% increase in first-call resolutions.

Collaborate with cross-functional teams to implement process improvements, leading to a 25% reduction in average call handling time.

Conduct outbound follow-up calls to ensure customer satisfaction, resulting in a 10% increase in customer retention.

Maintain accurate records of customer interactions and transactions, achieving a 99% accuracy rate.

Iqor

Inbound Sales Representative April 2008 – November 2018

Achieved and exceeded monthly sales targets by 20%, generating $100,000 in revenue per month.

Conducted effective sales presentations and product demonstrations, leading to a 30% increase in conversion rates.

Developed and maintained relationships with clients to identify upselling opportunities, resulting in a 15% increase in average order value.

Utilized CRM software to track customer interactions and manage leads, increasing productivity by 25%.

Collaborated with marketing teams to develop targeted campaigns, resulting in a 20% increase in inbound leads.

Provided product expertise and recommendations to customers, resulting in a 95% satisfaction rating.

Bethlehem Center

Non-Emergency Medical Driver August 2017 – August 2018

Safely transported patients to medical appointments, ensuring timely arrival and departure.

Maintained a clean and well-maintained vehicle, resulting in a 98% on-time performance rating.

Demonstrated sensitivity and empathy towards patients with special needs, ensuring a comfortable and supportive experience.

Coordinated scheduling and route planning to maximize efficiency and minimize wait times for patients.

Conducted vehicle inspections and maintenance checks, ensuring compliance with safety regulations.

Communicated effectively with medical staff and patients to address any concerns or special requirements.

EDUCATION

High School Diploma Christian Correspondence

SKILLS

Customer Service Sales

Communication Problem-Solving

Interpersonal Skills Time Management

Teamwork Adaptability

Attention to Detail Leadership

Negotiation Conflict Resolution

CRM Software Data Entry

Organizational Skills Multitasking

Decision Making Active Listening

Technical Skills Analytical Skills

SOFTWARE/SYSTEM EXPERTISE: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

CRM Software (Salesforce, HubSpot)

Telephony Systems (Avaya, Cisco)

Ticketing Systems (Zendesk, Freshdesk)

Data Entry Software (TypingMaster, FastDataEntry)

Transportation Management Systems (TMS)

Electronic Health Records (EHR) Software

Inventory Management Systems

GPS Navigation Software (Google Maps, Waze)

Payment Processing Software (Square, PayPal)

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