Customer Service Support Specialist

Torsha Lynch

*** *** ***** ** *******,NC *****

919-***-**** ad7kr8@r.postjobfree.com

Customer Support Specialist

Facilitate Coach Advocate

Highly motivated Customer Service Specialist with over 20-year experience.

Seeking Medical Courier Opportunity

Strong Conflict Resolution

Interactive Learning Facilitator

Group/Individual Mindset Training

Experiential Learning Facilitator

Social/Behavioral Change Coach

Driven Customer Satisfaction

Communication & Advocacy

Motivated Team Player

Education & Credentials

Copeland Center Certified WRAP Facilitator

Borough of Manhattan Community College, New York, NY

Major, Liberal Studies

Professional Experience

ARISE VIRTUAL SOLUTION, (contractor/Independent Business Island Premier Staging LLC) Feb. 2013 – Present

Quality Assurance Performance Facilitator / Customer Service Professional-At Home position

Provide real-time coaching and resource-support to Customer Service Representatives.

Employ Smart Look tool to access customer’s computer for more efficient assistance.

Implement remedial consultative vs. interrogative approach to address customer concerns.

Real-time call documentation with Salesforce case software.

Track, record, and conduct after-action call recap with customer service trainees.

AETNA PHARMACY, PRE-CERTIFICATION DEPARTMENT Cary, NC Dec. 2012 – June. 2013

Contractor

Answer inbound calls within 5 seconds for Medical Providers, Pharmacist and Members.

Detailed and accurate documentation of all calls.

Collected clinical information and verified benefits by navigating electronic records system.

Processed authorizations using strict criteria guidelines

MONTEFIORE CARE MANAGEMENT ORGANIZATION, Yonkers, NY Oct 2004 – May 2011

Customer Service Liaison:

Required to answer calls with 30 seconds for 7 medical care centers.

One of 2-person team with sole responsibility to answer calls for Claims, Billing and Scheduling departments.

Contact Medical Insurance companies to rectify unpaid claims, provided correct CPT codes, ICD-10 for refiling.

Assisted customers with partial payment and billing inquiries?

Remained positive and professional during a high volume or normal duties

Eliminated call center errors within 3 months by identifying errors and raise staff’s awareness of errors.

Reduced call transfers by 6% within two months, by coaching and mentoring co-workers to effectively respond to customers.

Successfully implemented attendance reward system that reduced staff absenteeism.

Employee of the month winner for perfect attendance and 100% resolution of customer issues.

Collaborated with 12 staff members from 4 departments to establish Morale Boosters Group a program that effectively addressed employee dissatisfaction.

Volunteer & Professional Development Activities

TRIANGLE CHURCH OF CHRIST, Chapel Hill, NC Dec. 2015 – Dec. 2016

Drug Addiction Ministry Facilitator 2002- Present

10-week Program that focus on use, abuse, attitudes, and behaviors that trigger abuse. Helping the actions to catch up to the consequences and taking ownership.

Mindset training, transforming and renewing the mind through scriptures and consequential thinking. Then on to maturity to help someone else.

Group is open to the public, as well as an outreach program to all who want to recover biblically.

Organizational belief that substance abuse and addiction affect a person physically, emotionally, mentally, and spiritually. And critically, that God’s plan is for total recovery.

VOLUNTEER AT WOMEN’S PRISONS

Advice, coach, and transport woman in re-entry to home visits and social gatherings.

ADAM VANE, HEROIC CONVERSIONS: CONFLICT RESOLUTION / PRODUCTIVITY IMPROVEMENT.

COMMUNICO MAGIC Customer Service Training

Coordinated all chapter community service projects and events

Certification HIPPA and BBP.

Contact this candidate