Diane Jackson

adq6kk@r.postjobfree.com 862-***-****

Irvington, NJ 07111, USA

Summary

Dedicated Senior Customer Service Representative with 10 years of experience in providing superb customer service in call center environment. Handled 100-150 calls daily. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.

Skills

Billing

Call center

Product and service information

Email/Chat

Telephone

Troubleshooting

Complaint resolution

Customer support

Experience

Talent World Group/Teladoc 03-2022 to present

Answer inbound calls for scheduling virtual general medical visits via phone or video

Registered members for services that included General Medical, Mental Health and Dermatology

Assisted member with navigating on the website and mobile app

Processed payments for services

Adhered to all HIPPA Rules

Remote CSR, ACS/Magellan 11-202*-**-****

answering incoming calls related to eligibility, benefits, claims and authorization of services from members or providers

Remote CSR, TymeGlobal/Navient – 09/2021-11/2021

Follow all scripts, policies and procedures provided by Xtend, and comply with Xtend and Xtend Client’s training regarding confidential information related to personal information.

Answer inbound calls from state consumers on the COVID-19 virus, register consumers for the vaccination and schedule appointments in the state provided system.

Provide consumers with additional resources and other help lines.

Make reminder calls to potential recipients who have previously registered but not scheduled a vaccine appointment.

Contact targeted populations for registration.

Make reminder calls to those who missed or have not scheduled a second dose vaccine appointment.

Record information in the online, secure client management system.

Report appropriate information to leadership to assist with decision making, situational awareness and appropriate. interventions to control outbreaks.

Maintain daily communication with supervisor/lead on activities and tasks.

Remote CSR, Manpower/ Maximus-03/2021- 07/2021

Handle inbound calls for NYS COVID -19 vaccination registration.

Perform eligibility pre-screenings.

Locate and schedule appointments at state run sites.

Provide tech support for Excelsior Pass applications

Give client attestment (per HIPPA requirements) and NYS guidelines

.

Customer Service Specialist, Conduent, 10//2017-01/2018

Handled inbound calls regarding annual medical benefit enrollment.

Helped clients enroll in medical benefits services by guiding them through the patient portal via telephone or chat.

Explained in detail benefit options and eligibility.

Adhered to all HIPPA regulations.

***Reason for Employment Gap- resigned to care for children, due to parent passed away

Senior Customer Service Representative, Verizon Wireless, 05/2001-10/2007

Handled high volume of inbound calls for wireless phone service including sales of wireless plans, troubleshooting and tier 1 technical support.

Processed payments via credit card and check, setup payment arrangements to collect on past due balances.

Entered new customer information into system and updated existing customer information.

Received and entered customer orders for Verizon products.

Arranged ground shipping of orders including FedEx, UPS, and USPS and monitored flow.

Conducted order entry and shipping of products.

EDUCATION AND TRAINING

GED

NYS Department of Education, Albany, NY 1997

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