Service Representative Customer

LK Laura Kerley

Lakeland, FL ***** 863-***-**** ***********@*****.***

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PROFESSIONAL

SUMMARY

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. SKILLS Extensive knowledge of insurance both

with dental and vision.

Pharmacy overrides

Authorizations and Referral coordinator.

Verification of Medicare and Socil

Security.

Provided medical benefits to our

members.

I worked for Medicare and Medicaid

Supplements plans with the access to

marX and Litton. Also wit Evened and

Icare

WORK HISTORY CUSTOMER SPECIALIST 10/2019 to 06/2024 ResultsCX Call Center 333 N Parker Ave Lakeland Fl 33801 Verified accuracy of customer account information and updated when necessary.

Responded to customer inquiries via phone, email and web-based platforms.

Provided customers with detailed information on company products, services and materials.

Identified customer issues with products or services, investigated causes and initiated resolutions.

CUSTOMER SERVICE REPRESENTATIVE 10/2015 to 03/2019 SYKES 1144 Griffin Rd Lakeland FFl 33805

Handled customer inquiries and suggestions courteously and professionally.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

EDUCATION Associate of Science Medical Assisting 05/2012 Florida Technical College, Lakeland, FL

High School Diploma 05/1985

Harbor Creek Senior High School, Harborcreek, PA

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