Customer Service Verification Specialist
Resume:
Camilla, GA *****
*************@*****.**
m
EDUCATION AND
TRAINING
GED
Ace-Adult & Community Education
, 526 Appleyard Dr. Tallahassee, FL
32304
SUMMARY
Patient Customer Service Professional offers 5+ years track record establishing rapport with clients and exceeding company expectations. Focused on meeting monthly scorecard expectations and resolving customer inquiries and complaints. Versatile and diplomatic individual recognized for reacting positively to ongoing, changing environment. SKILLS
EXPERIENCE
Membership Services RepresentativeConcentrix Fremont, CA August 2020 - Current
CUSTOMER SERVICE PROFESSIONAL
Claims Customer Service Professional Insight Global Temporary Agency August - Current
YOLONDA BROWN
• Market Research
• Basic Math
• People Skills
• Working Collaboratively
• Computer Skills
• Customer Service
• Active Listening
• Duties include taking inbound calls to assist members with their annual membership account, takingpayments, sending gifts and other digital and paper guides as requested, and processing account updatessuch as adding members, removal of members, and change of address.
•
• Answers and responds to telephone and/or electronic inquiries regarding
• Long Term Care benefit administration, policy owner eligibility and claims processing.
• Documents all calls and related correspondence using the LTC insurance system or other proprietary tools and office processes; document follow-up calls, voicemails and any other pending service requests.3
• Provides prompt, courteous and excellent service to internal and external customers at all times
• This includes an obligation to actively cooperate and interact with other departments to advance the overall interest of the company.4
• Identifies service opportunities and suggests innovative ideas for improvement.
• Handles multiple products and services intermittently while meeting established service requirement standards.
• Acts with a sense of urgency and takes ownership regarding aspects of YB
Outbound Call Center RepresentativeMillennial Services Lafayette, IN March 2018 - August 2020
Remote InterviewerWESTAT INC Irvine, CA April 2017 - November 2019 INTERNATIONAL VERIFICATION SPECIALIST
Remoteremote work Irvine, CA November 2014 - April 2016 POLICY SERVICES REPRESENTATIVE
Life InsuranceLife Insurance Thomasville, GA May 2009 - May 2011 RECRUITER
Senior Life InsuranceLife Insurance Thomasville, GA May 2007 - May 2009 SpecialistCitizens Insurance Company Tallahassee, FL June 1998 - August 2003 call management an deescalation of issues.
• Ensures issues are referred to appropriate areas; leveraging internal relationships to ensure efficient resolution; involves leadership when necessary.
• Other duties and projects as assigned, including assisting with the production of
• Policy Owner Services duties as required
• This includes updating databases and recording information in the proper location.
• Duties included making outbound calls regarding different campaigns that were running such as marketresearch projects and updating records with outcomes of calls.
• Duties included making outbound calls to conduct interviews with people regarding topics such aseducation, healthcare, and social events.
• Confirm applicants employment and educational background by contacting academic institutions,employers, online database sources directly by emails, telephones, and fax
• Compare information provided to an assigned online queue using the external sources to verify theaccuracy of the information applicant provided
• Record information in Excel, Outlook, and Ivan
• Underwrote life insurance policies according to guidelines in 22 states
• Answered inbound calls using excellent communication skills
• Accessed and updated customer accounts
• Performed data entry
• Accomplished duties using ACD telephone system, Excel, and AS400 systems
• Implemented screening and interviewing of applicants
• Developed candidates for entry level insurance positions in insurance field
• Completed job development plans
• Managed customer accounts
• Posted payments received
• Answered inbound calls
• Worked closely with
• Florida Department of Insurance to ensure customer complaints were resolvedin a timely manner
Contact this candidate