Customer Service Representative
Resume:
Kenia-Joy Bygrave
Fort Lauderdale,Fl.*****
Comprehensive experience in leadership and supervisory roles, including high-pressure and time-sensitive environments. Motivated retention and debt recovery clerk with customer service sales experience. Brings a history of adaptability to change, dependable, quick learning, and task knowledgeable.
Work Experience
Customer Service Representative/ Remote (Work from Home) TELEPERFORMANCE - North Lauderdale, FL
March 2020 to January 2023
• Communicated and clarified service account information for all customer inquiries while providing excellent customer service and billing services.
• Substantial multi-tasking using various software programs while handling high inbound call volume with great time management.
• Practice exceptional customer service and telephone techniques Collections Specialists
IQOR - Pompano Beach, FL
July 2019 to February 2020
• Negotiate, collect, and resolve accounts using a consultative approach and billing services.
• Build lasting relationships with the clients, customers and team members based on trust and reliability
• Strive for first call resolution and take ownership of the customers needs and issues
• Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns
Claims Specialist
NATIONWIDE MOVE MANAGEMENT - Tamarac, FL
October 2018 to June 2019
· Process documents in an accurate and timely manner to ensure proper claims processing for our clients in a way that exceeds client expectations
· Has knowledge of agency operations, industry best practices and state insurance rules and regulations
· Identifies policy type to determine coverage and determine appropriate action needed
· Examine, process, calculate, and pay claims
· Assist claimants, providers, and clients with problems and questions regarding their claims and/or policies and give advice
· Investigate potentially fraudulent claim
· Verify data for processing
· Manages time to handle multiple demands and competing priorities Scheduling Coordinator
HUMANA - Deerfield, FL
January 2018 to October 2018
· Practice exceptional customer service and telephone techniques
· Ability to maintain patience and professionalism with plan members.
· Ability to listen to members and multi-task.
· Ability to utilize rebuttals and address member concerns in a detailed manner.
· Maintain member confidentiality and follow all HIPAA guidelines.
· Demonstrate the ability to navigate multiple systems in order to schedule nurse practitioner appointments.
· Ability to meet quality assessments standards and call monitoring requirements
· Cooperate with co-workers and management while working toward department goals Roadside Assistance
IQOR - Fort Lauderdale, FL
May 2017 to December 2017
· Provides the highest quality customer experience and exceeds expectations of internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism.
· Utilize proprietary and non-proprietary software to dispatch, track, and follow up on roadside service calls for the customers via retail sales as well as national accounts
· Creatively solves customer issues and provides resolutions to the customer’s satisfaction. Escalates issues as needed to the appropriate individuals or departments. Customer Service Billing/Sales Representative
COMCAST CORPORATION - Miramar, FL
August 2015 to March 2017
· Data Entry/Sales/Customer Support.
· Sold services to new and current customers.
· Demonstrated excellent oral and written communication with the ability to articulate relevant information.
· Corrected errors and discrepancies on customers billing statements as needed by following prompts from a computerized system.
· Facilitated interactions with customers in a way that is in accordance with the company’s service strategy.
· Established rapport and promoted effective relationships.
· Explained billing cycles, processes, and prorated billing issues effectively to ensure that the customer understands their statements.
Customer Service Representative (Key Holder)
CHECK CASHING STORE - Dania Beach, FL
June 2014 to July 2015
· Knowledge of all check cashing procedures, check rates and identified various check types.
· Adhered to operational security and LP policies as per company policy; Included all open and closing procedures.
· Accurately accounted for all cash.
· Negotiated equivalents while handling money according to policies and procedures.
· Clerical Duties
Customer Sales Representative (Comcast Account)
TELEPERFORMANCE - North Lauderdale, FL
October 2013 to June 2014
· Communicated and clarified service account information for all customer inquiries while providing excellent customer service.
· Substantial multi-tasking using various software programs while handling high inbound call volume with great time management.
· Data Entry
· Built rapports through product education to customers which promotes new sales and upgrades to existing services.
Education
High school diploma in Nursing
Tallahassee Community College
June 2007
High School Diploma
Boyd Anderson High School
June 2004
Skills
• Time management
• Continuous Process Improvement
• Customer service
• HIPAA
• Problem Solving/Troubleshooting
• Nursing
• Sales
• MS Office/Call Center Software
• Customer support
• Cash handling
• Retail sales
• Upselling
• Dispatching
• Negotiation
• Communication skills
• Clerical experience
• Data entry
• Leadership
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