Service Representative Customer

ELANDRIA SMITH

Dallas, Tx 469-***-**** 469-***-****

OBJECTIVE

Attain a position that will enable me to use my strong communication and organizational skills, customer service background, and my ability to work well with others. Confident and energetic customer service representative passionate about serving customers. Thrives in a challenging and fast-paced environment. Able to interact freely with customers and resolve issues quickly. Now looking for a rewarding position where I can serve customers and increase customer retention. EXPERIENCE

Account Control Technology

Team Lead January 2021-Current

§ Managing and directing activities and up-skill of a team. Supervising, planning, and managing functions

§ Monitor, score and provide feedback to agents regarding call quality, compliance, and productivity

§ Provide coaching, evaluation, and assistance to agents regarding performance and work duties while assuring accomplishment of established Key Performance Requirements

§ Communicate clear expectations for performance and attendance, and hold agents accountable for delivering on what’s expected

§ Identify customer trends and communicate proposed changes or department needs to Center Management Team.

Customer Service Representative October 2019- January 2021

§ Asks effective questions and gathers information to determine source of problems and customer needs.

§ Uses product information, multiple client tools, client specific reference materials, scripting, advanced technical knowledge, and customer service skills and problem-solving skills to diagnose and solve customer problems.

§ Accurately process and record call transactions using the designated tracking software

§ Stay current with system information, changes, and updates

§ Manage time effectively to obtain performance criteria objective

§ Answers incoming inquiries responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner. 2

Capgemini/E-Solutions

Customer Service Representative June 2016-October 2019

§ Receive inbound phone calls from our prescribers and members

§ Utilizing multiple software systems to create Prescription cases and determine coverage, determination and appeals process

§ Meeting or exceeding government mandated timelines

§ Complying with turnaround time, productivity, and quality standards

§ Conveying resolution to beneficiary or provider via direct communication and professional correspondence

§ Acquiring and maintaining basic knowledge of relevant and changing Clients guidance

§ Research, troubleshoot and resolve client application discrepancies using computer system

§ Meet daily tasks through various forms and mediums of communication – written, verbal and/or by phone

EDUCATION

Advanced Preparatory International

Graduated: August 2016-June 2020

Achievements:

1. Perfect Attendance

2. AB Honor Roll

3. National Junior Honor Society

SKILLS

§ Communication

§ Customer Service

§ Software

§ Leadership

§ Active listening

§ Hard Worker

§ Determined

§ Fast Learner

3

§ Adaptable

§ Microsoft

§ WPM 45

§ Data Entry

§ Training

§ Recruiting

§ Organization

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