Customer Service Representative

SHIRMIN FRANCIS

Jersey City NJ ***** 347-***-**** *******.***********@*****.***

Highly motivated, individual seeking a position to effectively share and expand my experience as a customer service representative.

EDUCATION

Samuel J. Tilden High School Brooklyn, NY 2009

PROFESSIONAL EXPERIENCE

Home Depot

(Remote) Customer Service Supervisor

08/2020 to 10/2022

Work collaboratively and alongside a multi-disciplinary team of leads, and customer service agents to ensure a high-quality customer experience.

Cross trained in multiple departments to know all company needs and train new employees.

Analyzed and updated all necessary changes to Salesforce software.

Processed customer service requests via phone and support.

Customized CRM using the most up-to-date tools (i.e., workflows, triggers).

Noted customer correspondence in CRM to track requests, problems, and solutions.

Accurately diagnosed customer needs and proactively educated them about the features and benefits of company products and services.

Audited internal data and processes to identify and manage initiatives, improving business performance.

Recommended metrics and models based on observed trends.

Worked with internal teams to understand business needs and changing strategies.

Healthplex

Remote Customer Service Representative

12/2020 – 2/2021

Communicated directly with patients, their families, and providers over the phone to complete the registration process by collecting patient demographics and health information and verifying insurance eligibility/benefits.

Utilizes computer systems to enter access or verify patient data in real-time, ensuring accuracy and completeness of the information.

Gathered the necessary clinical information and processed referrals, pre-certification, predeterminations, and pre-authorizes according to insurance plan requirements.

Verified insurance coverage and benefits and created price estimates, recertifications as needed.

Maintains up–to–date knowledge of specific registration requirements for all areas, including but not limited to Dental Health Services and Care.

Home Depot

Account Administrative Representative

07/2019 to 08/2020

Performed administrative tasks and assisted in executing business

solutions

Successfully entered data into company database and confirmed the

accuracy of valuable company information

Used and analyzed data from automated information aggregators to

update the database

Generated data reports, enter company findings into the database

and perform backups

Supported data entry across departments as requested, switching

promptly to new projects.

Walmart

Customer Services Representative

01/2017 to 06/2019

Assisted staff with resolving complex customer issues and implementing

targeted solutions.

• Cross trained in multiple departments to process customer service

requests via phone support, email support or live chat when needed.

• Documented customer correspondence in CRM to track requests,

problems and solutions.

• Accurately diagnosed customer needs and proactively educated them

about the features and benefits of company products and services

• Guided customers through troubleshooting, navigating the company

website/mobile app or using the products or service using digital tools

• Assisted customers by providing confirmations, answering questions and

offering general information.

SKILLS

Knowledgeable of Microsoft Office programs such as Word, PowerPoint, and Excel.

REFERENCES

FURNISHED UPON REQUEST

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