Customer Experience Service

Charles Richey

Cell 702-***-**** *********@*****.***

Profile

Friendly and engaging, detail oriented and experienced in several different customer support positions. A multi-tasker who excels at problem solving, self-improvement and a track record of inspiring great customer service and customer satisfaction. Regularly exceed job duties to support organization needs and drive success.

Experience

Molina Customer Experience II(remote) March 2024 -

Answered inbound calls from providers from the states of New York, Illinois, Mississippi, Virginia, Michigan and Ohio, providing assistance with claims, eligibility, appeals, benefits and credentialing for all lines of business. I have lead team meetings, served as a beta tester for Salesforce 2.0 and am taking leadership classes online through iLearn.

Molina Customer Experience (remote) March 2023 – March 2024

•Answered inbound calls from providers from the states of New York, Illinois, Mississippi, Virginia as well as Michigan and Ohio, providing assistance with claims, eligibility, appeals, credentialing and benefits, etc for Medicaid, Marketplace and MMP. I have covered the lead chat as well as assisted in the IL-MS-NY channel. I have also assisted in training other agents by having them shadow my calls both one on one and in a training class.

John’s Pool Service Customer Service (remote) August 2022 – January 2023

•Answered inbound calls from residential and commercial customers. Resolved escalated customer complaints, billing and scheduling issues. Enhanced website search engine visibility, recommended technical upgrades and assisted with optimizing customer routes to maximize efficiency.

Cox Residential Tech Supervisor (remote) May 2021 – October 2021

•Manage all priorities of team metrics, attendance, payroll, one on ones, meetings (call QA - Ticket QA) coaching to improvements via reporting and review of analytics. Work with all departments while seeking resolutions to customer challenges and process improvements. Run reports for overview and outliers and trends, review raw data for leadership and peers to share gaps in process or seek improvements. Coached for sales opportunities and overall improvement of all KPIs. Review reports with remote team members, peers and local markets for opportunities and improvements. Drove metrics across the board by steady follow up and consistent messaging through one on one coaching, team meetings and teams messaging. Mentored new supervisors and a CAG agent to help them adjust to the position and be successful.

Cox Business (CAG) Tech support lead Line Tier 2 May 2015 – May 2021

•Responsible for assisting billing and technical Tier 1 representatives with greater understanding, escalations or small coaching to improve their skills and customer experience. Leveraged my knowledge to solve more “one-off” or complex issues while partnering with peers and product managers and supported Cox Business corporate escalations team when needed. Assisted with all training programs as needed. Confidently and effectively supported new project training, focus groups, and onboarding of new teams. Handled complex/escalated customer billing and technical issues with regular follow up until the issue was fully resolved. Routinely handled WiFi networking issues, setup IP Centrex voice features, voicemail and troubleshooting as well as other internet connectivity issues. Became a subject matter expert (SME) on all offered products and services. Partnered with field and sales/retention to ensure an excellent customer experience and that the services purchased by the customer were the best suited for their needs, leading to an increase in upgrade sales by 12% of the referrals sent as well as a reduction in field dispatches.

Cox Business Tech support Tier 1 OCTOBER 2013 – May 2015

•Responsible for assisting Cox Business customers with a wide array of products (video, voip, WiFi and internet), resolving challenges while delivering an excellent customer experience. Adjusted to new schedules to support business needs while learning complex products supporting PLT, overnight and HN WiFi responsibilities (extra products and calls that not all Tier 1 agents would handle). Leveraging my skill sets to support both peers and leaders when needed including taking tier 2 calls. Achieved perfect metrics (all KPIs) for over 6 months, resulting in an automatic promotion to Tier II.

APAC Call Center Supervisor February 2012 – August 2013

•(Express Scripts – CRD) Manage all priorities of team metrics, attendance, payroll, one on ones, meetings (call QA) coaching to improvements via reporting and review of analytics. Handled complex/escalated customer drug coverage issues with regular follow up until the issue was fully resolved. Run reports for overview and outliers and trends, review raw data for leadership and peers to share gaps in process or seek improvements. Review reports with team members, peers and local markets for opportunities and improvements.

Sitel Call Center Supervisor (remote agents) October 2011 – February 2012

•(DirectTV) Manage all priorities of team metrics, attendance, payroll, one on ones, meetings (call QA) coaching to improvements via reporting, review of analytics and chat support. Handled complex/escalated customer issues with regular follow up until the issue was fully resolved. Run reports for overview, bill to pay and outliers and trends, review raw data for leadership and peers to share gaps in process or seek improvements. Review reports with remote team members, peers and local markets for opportunities and improvements.

Clearwire Technical Support Supervisor August 2010 – August 2011

•Coached team members on providing an excellent customer experience while meeting/exceeding company metrics for call handle time, hold time, quality goals and first call resolution. Ensured team members were current on the latest troubleshooting guidelines and services being offered. Monitored service level, shrinkage, adherence and workflow to make sure company goals were met. Interviewed potential employees and participated in panel interviews for internal supervisor and Tier 2 positions within the company. Handled complex/escalated customer issues with regular follow up until the issue was fully resolved. Run reports for outages, outliers and trends, review raw data for leadership and peers to share gaps in process or seek improvements. Review reports with team members, peers and local markets for opportunities and improvements. Additional special projects as assigned.

Education

CSN Associate degree business management

Skills & Abilities

•Microsoft Office 365 proficient

•Experience with Insurance coverage, medical

•Extensive experience with troubleshooting general electronic equipment and software

•Knowledge of multiple systems including Windows, Mac (OSX) Mobile operating systems (iOS, Android)

•Sharepoint, Nexidia, Peoplesoft, Broadsoft, Ascision, Remedy, MS Teams, SalesForce, Slack

•Sales experience dealing with overall revenue and profitability of the company

•General networking knowledge/troubleshooting LAN/WiFi

•Excellent interpersonal and communication skills

•Poised under pressure

•Call Center

•Leadership

•Payroll

•Quality Assurance

•Project management

•Escalations

•Training

•Remote support

•Customer Service

•One on one coaching

•Interviewing

•Termination

•Mentoring

•RF Troubleshooting

•WiFi Router Configuration

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