Service Representative Customer

LaSaundra Dobson-Newton

***** **** ***** ***** *** 1416, Tampa, Fl 33647 - M: 720-***-**** - *******@*****.***

PROFESSIONAL SUMMARY

SKILLS

Motivated personable business professional with several years of experience as Customer Service Representative. Diplomatic and tactful with professional and non-professional. Accustomed to handling sensitive records. Being empathetic and demonstrating patience and providing accurate information and timely reports.

Knowledge of Avaya Exceptional workflow management Adheres to customer service procedures Strong problem-solving aptitude Persuasive speaker Completed telephone training seminar

Accounting Basic understanding of Medical Terminology Microsoft Word, Excel, Power Point Customer Relationship Management/ CRM Typing 40-50 wpm Operational knowledge of SSA Global

WORK HISTORY

Beauty Advisor, 08/2017 to 11/2017 Aerotek/24-7 Intouch Contact Center (Sephora) – Aurora, CO

Assisting clients with placing, modifying or canceling orders. Investigating, verifying, and updating account and billing issues. Educating customers on how to navigate through our website to find products Assisting clients how to apply coupons and promotions to their online orders Tracking orders for customers via UPS or other delivery carrier services Filing claims for lost or damaged packages Informing clients how to schedule beauty consultations in-store or assisting in answering beauty questions via inbound calls

Customer Service Representative, 02/2017 to 05/2017 Apex/ Kaiser Permanent – Denver, CO

Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services for Medicaid and private insurance ·Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken · Follow standard operating procedures to ensure consistency and accuracy · Address customer's inquiries and resolve problems to ensure that appropriate changes are made Refer unresolved customer grievances to designated departments for further investigation Communicate with supervisor regarding any potential needs or concerns Perform data entry accurately · Perform other duties as assigned by management

Associate Fraud Specialist, 08/2016 to 01/2017 Workway, Inc (Staffing Agency) – Denver, CO

Greeted customers in a timely fashion while quickly determining their needs. Answered inbound calls and provides a high standard of customer service to ensure resolution. Maintains control of an inbound call while following proper procedures to resolve open fraud cases. Identified problems and issues by performing relevant research using the appropriate tools and by following established procedures.

Customer Service Representative (CSR), 09/2015 to 05/2016 MMC Strategic Staffing – Denver, CO

Answered calls for high-volume inbound call center Connected customers to private health insurance plans, Medicaid, and/or the State Maryland Children's Health Plan. Addressed customer's inquiries in an accurate and timely manner. Demonstrated knowledge of HIPAA Privacy and Security regulations by appropriately handling customer's information.

Customer Service Representative, 10/2013 to 03/2015 24/7 Intouch Contact Center – Aurora, CO

Greeted customers in a timely fashion while quickly determining their needs. Responded to customer questions and requests in a prompt and efficient manner. Contacted other store locations to determine merchandize availability. Engaged with customers in a sincere and friendly manner. Energetic Work Attitude Data Entry Excellent Communication Skills Service Level

Contact Representative/Tax Examiner, 04/1986 to 01/2013 Internal Revenue Service – Denver, CO

Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Met or exceeded service and quality standards every review period.

EDUCATION

Certificate: Medical Administrative Assistant (MAA), September 2014, PIMA Medical Institute - Aurora, CO

Associate of Applied Science: Accounting, January 2010, Everest College - Aurora, CO Graduated Magna Cum Laude

Military Personnel Management Specialist US Army Oct 1972 - May 1980

Additional Information Available Upon Request

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