Customer Service Assistant Manager

Racquell Norvell

**********@*****.*** Mobile: 314-***-**** Katy, TX

Objective

Dependable and results-driven professional with a proven track record of providing exceptional customer service. Possesses strong interpersonal skills and a positive attitude, combined with a passion for continuous learning and skill development. Experienced in various customer-facing roles, adept at multitasking, seeking a position where I can display my strengths in troubleshooting and stellar customer service. I love to problem solve and arrive at a resolution. I enjoy helping others and working as a team player. I am seeking a position with opportunity for growth and showcase my abilities.

Signature Qualifications

Troubleshooting

Chat

Repair

Customer Service

Communication

Team Player

Accounts

Tech Savvy

Positivity

Independent

Multitasking

Problem solver

Work Experience

Assistant Manager January 2021- Current

7 Eleven

• Assist in implementing all merchandising and marketing programs.

• Excellent oral and written communication and intrapersonal skills.

• Multitasking to run POS system, lottery system, and online ordering and fulfillment system.

• Take ownership of the evening operations to maintain an organized and efficient work environment.

• Enthusiasts, engaging and efficient with customers care.

Customer Service Rep December 2018- June 2020

Express Scripts

• Handled inbound and outbound member, provider, and physician calls.

• Answered questions related to pharmaceutical benefits, while maintaining productivity standards and performance guarantees.

• Worked with other operational departments to research and resolve mail order and claims issues to respond to members within performance agreement guidelines.

• Maintained accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns.

• Identify and escalated in a prudent manner, for any concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs.

• I was responsible for good housekeeping techniques: adhering to quality and production standards while complying with all applicable company, state, and federal safety.

Government Insurance Enroller March 2016- July 2018

Serco/ Obama Care

• Processed documents for consumers in attempt to obtain insurance coverage for patience.

• Placed phone calls to consumers who have sent insufficient documents for full verification and application processing.

• Verified income, citizenship, and attested hardship to provide approval into the program.

• Maintained a high level of customer support to align with federal standards.

• Informed and guided consumers on necessary documents and policy procedures to complete their goals.

Receive incoming and outgoing calls

• Discuss options for customer to bring their account current

• Settle account disputes

• Set up hardship program for customers with repayment issues

Massage Therapist April 2013- January 2016

Massage Luxe

Check daily client schedule.

Select, Prep and Stock therapy room.

Review Previous/Current SOAP notes (Health Forms).

Perform muscle manipulation on affected or injured areas.

Inform client on the type of session given (or requested).

Note, file, document and sign every SOAP note (Health Form)

Education

STLCC-Meramec College January 2024-Present

Everest College-City of Industry - Earth City, MO May 2011 to April 2013

• Massage Therapist certification in Anatomy and Physiology

Normandy High School August 2008 to May 2011

• High School Diploma

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