Customer Service Call Center
Resume:
Faye Jackson
Customer Service Rep./Claims Rep
Humble, TX 77338
**************@*****.***
A motivated team player, possessing outstanding problem solving skills along with excellent communication and computer skills, recognizable customer service skills and attention to accuracy. Customer service, customer forcused specialist with extensive and diversified experience in Telecommunication and the Healthcare environments. Expertise in first call resolution. Authorized to work in the US for any employer
Work Experience
Customer Service Rep./Claims Rep
Coventry Healthcare - Houston, TX
November 2007 to February 2012
77032
Provided superior customer service by being a one call resolution representative. Direct phone-based interaction to resolve a variety of inquiries including but not limited to benefits, authorizations, and billing to Policy Holders and Providers. Emphasis on customer service etiquette, script adherence, average talk time, after call time and hold time. Assist with escalated issues by researching and resolving the issue. Participated in weekly compliance calls with Medicare. Crossed-trained to process Skill Nursing, Fitness, Dental and Duplicate Claims. Adherence to Coventry Healthcare policy regarding call management, attendance and HIPPA.
Tech Support Supervisor/Call Center Floor Manager
Chasecom
September 2006 to November 2007
Supervised the help desk that consisted of a team of 8-15 agents, providing technical support to AT&T DSL customers. Work closely with sales team to develop sales tools and training. Was responsible for employee coaching, counseling, training, expulsion and retention. Retained a quality staff and reduced turnover rate by creating and maintaining a productive environment. Ensured adequate staffing levels to maintain contract compliance and provide excellent customer service. Conducted timely and objective performance evaluations as appropriate.
Operator/Call Center Supervisor/Call Center Floor Manager Metro One Telecommunications - Houston, TX
January 2000 to March 2006
Offer Enhanced Directory Assistance to wireless customers. Accounts included Sprint, Nextel, AT&T, Alltel and US Unwired for Southeast Texas and Louisiana. Promoted to Supervisor after 3 months, Floor Manager after 1 year. Peak performance times included supervising over 280 employees handling 1.75 million calls per month. This Center ranked at the top of 31 call centers operationally. Maintained outstanding quality and performance. Crossed-trained employees to handle more than their specific job responsibilities. Developed strong team mentality with a diverse employee base. Successfully lowered turnover, and labor rate to increase profitability.
Education
U of H Downtown, Jarvis Christian College
Skills
• Skilled professional for over 10 years in various management environmental with strong leadership abilities and building professional relationship on all levels. Team oriented, accustomed to accepting responsibility and delegating authority. Proven track record in consistently meeting and exceeding expectations and set performance standards.
Additional Information
Coventry Healthcare Claims Training
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