Customer Service Call Center
Resume:
TALISA JENKINS
SKILLS
Ability to work well with others;
Compassionate
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Skilled at establishing priorities and
managing time; Listening
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Strong verbal, written & interpersonal
skills;
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• Taking responsibility; Humor
Microsoft Word, Microsoft Outlook,
Facets, Sir, Citrix, Workspace, Claims
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Seeking to obtain a Professional position that will allow myself to learn and grow within the field. Excellent communicator
with 6 years in demanding Call Center environments and a proven ability to uphold extra responsibilities.
WORK HISTORY
March 2021 - Current
Escalations Response Specialist 111 Centene, Tampa, FL September 2019 - March 2021
Customer Service Representative 11 WellCare, Tampa, FL October 2018 - June 2019
Provides timely and appropriate resolutions to escalated issues received from various communication channels
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Serves as qualified liaison in maintaining relationships between departments to ensure timely and appropriate issue resolution
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Documents, tracks, resolves, and responds to all assigned complaints and inquiries in writing and/or by telephone in timely and professional manner
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Conducts and monitors root cause of member or provider issues to identify trends and works cross functionally with all departments to ensure enterprise-wide solutions
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Coordinates with contact center team to research and review underlying facts of escalated inquiries on average of 20-30
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, determine validity of complaints, and evaluate options to remedy these complaints
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Leverages complaint trends to develop recommendations that are designed to enhance member and provider experience and reduce complaints and escalations
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Provides timely status update reports to members and internal stakeholders to support transparency and improve customer experience
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Maintains up-to-date knowledge of products and services to provide accurate and effective support to customers
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• Performs other duties as assigned
• Complies with all policies and standards
• Answered up to 90 incoming calls in busy, fast-paced global call center. Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
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Adhered to company policies and scripts to consistently achieve call- time and quality standards.
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Resolve customers inquiries via telephone in timely and appropriate manner.
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• Regarding claims, eligibility, covered benefits, and authorization status.
• Educate members on health plan initiatives,
• Document all activities for quality and metrics.
• Work with other departments on cross functional tasks and projects CONTACT
Tampa, FL 33610
***************@*****.***
Claims Supervisor Iron Bow Technologies, Tampa, Fl. January 2017 - October 2018
Customer Service Specialist Iron Bow Technologies, Tampa, Fl.
• Motivate and manage up to 16 customer service representatives. Monitor customer service representatives on 2 calls per month and provide feedback.
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Keep current on all communication regarding changes to policies, procedures, and plan changes.
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Respond to escalated calls and resolve problems concerning denied claims.
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Contribute to ongoing improvement process. Facilitate regular team meetings.
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Execute disciplinary action when necessary, Complete and deliver reports in timely manner.
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Explain and deliver quarterly incentive payouts to all reps in timely fashion
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Monitored team performance, enforcing compliance with corporate claims processes and procedures.
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• Acted in place of TEAM LEAD Supervisor when away.
• Monitored and coached staff on calls.
Analyzed open case work 30 -45 cases daily to assist Team Lead and Customer Service Representative to resolve and close issues.
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• Responded to escalated calls and resolved problems.
• Administered policies and procedures to assure consistency.
• Meet KPI Goals as established in call center.
• Documented all client interactions according to established procedures. Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions for denied claims.
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EDUCATION
Some College (No Degree) Healthcare
Remington College, Tampa, Fl.
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