Customer Service Call Center
Resume:
Jeffrey Evans
Aiken, SC *****
***************@*****.***
Experienced customer service representative with background in service coordination and health care seeking a position as a customer service agent in which I can leverage my strong coordination, scheduling, and customer assistance skills to provide excellent customer service
Work Experience
Customer Resource Representative
Republic Services
June 2022 to May 2024
Responsible for assisting customers with their waste needs to include scheduling missed pickups, exchanges and replacement of broken containers, delivery and removal of containers. Also responsible for in accepting payments for waste service, submitting damage and safety complaints to the local office in which the incident took place, and filing complaints customers have regarding their service
Pharmacy Help Desk Call Center Representative
Alorica (CVS PHD)-Humble, Texas
Nov.2021 to June 2022
Responsible for taking inbound calls and providing pharmacies with customer service related to payments, rejections and billing issues to include assisting with overrides, appeals, authorizations, and the overall processing of claims
Quality Assurance Analyst
Teleperformance (WellCare/Peach State Health Plan) - Augusta, GA
Dec.2019 to Oct.2021
Analyzed/audited service incident data to identify areas of service delivery that did not meet pre-established performance standards within the call center. Provided structured and timely recommendations; verbal and/or written feedback to quality manager, call center leadership, and call center operations. Performed mock calls with new hires post-training to determine readiness for moving into production. Developed and conducted targeted group coaching sessions for agents that address service quality deficiencies and/or improvement opportunities Used customer service expertise to access existing practices and procedures for process improvement opportunities with all call center teams and sites. Performed trainings for new hires to educate on quality processes. Used client and call center tools to gather data and analyze trends or patterns affecting quality. Collaborated with operations and the quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Account Supervisor
Teleperformance (WellCare) Augusta, GA
Mar.2019 to Dec.2019
Received inbound calls from WellCare members and agents inquiring about customer issues. Referred unresolved customer grievances to designated departments for further investigation. Built Customers loyalty by placing follow-up calls for customers who had unresolved issues. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction keeping retention rate at a high standards by answering member question or concerns regarding their account and offering enhanced benefits to members in order to retain members from leaving the plan. De-escalated calls by listening to the member’s concerns and resolving all customer issues.
Provider Customer Service Agent
Teleperformance (WellCare) Augusta, GA
Sept.2018 to Mar.2019
Received inbound calls from healthcare providers regarding billing, claims, insurance coverage and other related issues to include obtaining of benefit information, authorization status and process, educating on appeal and dispute process and status, and proper procedure to complete appeals and disputes. Educated providers on process for enrollment in health plan and enrollment status. Collaborated with other departments to resolve complex billing issues. Assisted providers with appointment scheduling and coordinating referrals to specialists and other healthcare providers.
Member Services Customer Service Agent
Teleperformance (WellCare) Augusta, GA
Sept.2017 to Sep.2018
Answered all incoming call and handled customer inquiries by phone. Researched required information using available resources, managed and resolved customer complaints and provided customers with product and service information. Entered new customer information into system, updated existing customer information, processed orders, identified and escalated priority issues. Routed calls to appropriate resource, and followed up customer calls as necessary. Documented all call information according to standard operating procedures, and completed call logs.
Foster Care, Treatment, and Assessment Case Manager & Intake Worker
AIKEN COUNTY DEPARTMENT OF SOCIAL SERVICES - Aiken, SC
1996 to 2014
Multifaceted role leading treatment planning and needs assessment for children, parents and seniors, as well as coordinating services to monitor families with children in home. Delivered permanency planning for children in state custody (e.g. arranged visitations and collaborated in administrative and legal case reviews). Evaluated reports of abuse and neglect as reported by phone referrals from individuals and professionals in the community. Performed interviews with adults and children to determine family dynamics, drug use, educational history, and discipline to assess family functioning to develop appropriate treatment objectives and goals. Evaluated criminal, medical, and educational records. Facilitated employee training by facilitating education on adult and child protective services program. Conducted assessments of children in state custody to determine level of independence and appropriately follow up to deliver training for obtaining missing skills. Conducted home studies, background checks, and actively engaged families in locating relatives and family friends for potential placement of children. Grew trustworthy base of foster parent candidates through active recruitment. Ensured accuracy of wording for legal documents and behavioral writing on treatment plans by supporting new employees and managers in acquiring in-depth understanding of policy and program requirements.
Education Director
HOWLANDVILLE BAPTIST CHURCH - Warrenville, SC
2012 to 2013
Spearheaded coordination of classes including recruitment of volunteers and execution of outreach efforts.
Youth Minister & Associate Pastor
MATLOCK BAPTIST CHURCH - Jackson, SC
1994 to 1994
Orchestrated activities for community youth and children, and assisted in pastoral duties including providing counsel to members.
Mental Retardation Specialist
EMERALD CENTER - Ware Shoals, SC
1993 to 1993
Leveraged previous experience with behavior modification in caring for developmentally disabled individuals within community training home setting. Assisted residents in activities of daily living. Collaborated in development of social activities for the residents.
Residential Counselor
CHARTER HOSPITAL OF CHARLESTON - Charleston, SC
1992 to 1993
Led care for residents including recreational activity coordination, application of behavior modification, and small group facilitation. Supported attainment of individual resident educational goals.
Education
MASTER OF DIVINITY in DIVINITY
Erskine Theological Seminary - Due West, SC
1996
BACHELOR OF SCIENCE in SOCIOLOGY
Charleston Southern University - Charleston, SC
1991
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