Care Representative Customer Service
Resume:
AKELAH
BARNES
********@******.***
Raleigh, NC 27616
Job Summary: Answering customer calls and emails on a daily basis and assist in resolving any questions or concerns in a professional, expeditious manner while maintaining a positive, courteous approach to internal and external customers. High school or equivalent Customer Service Call Center Customer Support (2 years) Customer Care (4 years) Avaya (2 years) Successful Customer Care Representative with 4 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
PROFESSIONAL SUMMARY
Aetna - Customer Care Representative
Raleigh, NC • 05/2021 - Current
WORK HISTORY
Resolved concerns with products or services to help with retention and drive sales.
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Leveraged sales expertise to promote products and
capitalize on upsell opportunities.
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• Assisted call-in customers with questions and orders.
• Maintained and managed customer files and databases. Communicated with clients regarding account services, statements, and balances.
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Responded to customer needs through competent
customer service and prompt problem-solving.
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Logged call information and solutions provided into internal database.
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Helped large volume of customers every day with
positive attitude and focus on customer satisfaction.
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Built long-term, loyal customer relations by providing top-notch service and detailed order, account and
service information.
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Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
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• Coordinated timely responses to online customer
SKILLS
Verbal and Written
Communication
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Data Entry and
Maintenance
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Courteous with Strong
Service Mindset
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• CRM Software
Multitasking and
Prioritization
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Upselling Products and
Services
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• De-escalation Techniques
Efficient and Detail-
Oriented
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• Creative Problem Solving
Customer Account
Management
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Building Customer Trust and
Loyalty
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Upbeat and Positive
Personality
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EDUCATION
Georgia Cyber Academy
Atlanta, GA • 05/2018
Blue Cross Blue Shield - Customer Service Representative Raleigh, NC • 09/2018 - Current
Spectrum - Customer Service Representative
01/2016 - 12/2017
communication and researched complex issues.
Provide excellent customer service and professionalism to all customers via in person, telephone, email, or via the web
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Communicate clearly and concisely with on-the-road employees to give instructions and assistance
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Answer incoming and make outgoing customer telephone calls
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Receive and resolve, within established guidelines, customer questions and concerns
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• Maintain new account files
Work with supervisors to ensure that all missed stops and special pick ups are completed daily
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Provide timely and accurate information regarding
missed stops or other customer concerns
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• Generate call-in work orders for drivers
Download, distribute and answer all customer inquiries received via email
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• Take web request and process payments by phone
Process customer payments via internet and take cash payment's as needed
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• Enter new subscription residential accounts into system. Monitor, resolve, document, and report all customer complaints, driver route sheets and call-in sheet and all customer problems relating to operations and coordinate with sales
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Track customer information and concerns and enter data into database
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Research and complete customer refunds and submit for approval before being submitted to Accounts Receivable for payment
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• Run credit checks on new customers
Complete verification form, service agreement and
pricing matrix on all commercial accounts for changes, new and cancelled
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Key all new/cancelled accounts into Tower system and verify in system
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Scan all contracts into system and maintain records of them.
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Willing to relocate: Anywhere
ADDITIONAL INFORMATION
Willing to relocate: Anywhere, Authorized to work in the US for any employer
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Contact this candidate