AKELAH

BARNES

adr4m5@r.postjobfree.com

347-***-****

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