Service Representative Care

Deena L. Reid

*** ******** **** ****, *************, GA 30043 *404-***-**** * *********@*****.***

SUMMARY: Highly motivated, results driven Customer Care & Support Specialist with 15+ years client

interface experience. Award winning track record of excellence within high volume

fast-paced call centers and online support environments.

EXPERIENCE:

Broadpath, Molina Healthcare July 2021 – Present

Customer Care Representative

Manage high call volume from members.

Verify order statuses that were sent from doctors offices.

Communicate with local pharmacies and doctors offices to ensure timely resolution of issues.

Ensure that members receive their medication by communicating with local pharmacies and doctors offices.

Broadpath, CVS Pharmacy April 2020 – July 2021

Customer Care Representative

Handle high volume of calls from members needing information about their medication coverage.

Advise about order statuses for medications sent to our pharmacy from doctors offices.

Communicate with local pharmacies and doctors offices to ensure timely resolution for members.

Work with senior team for escalated callers.

Ensure first time resolutions for each issue.

William Sonoma, Service and Protection Furniture May 2019 – March 2020

Customer Service Representative

Handle high call volume from a variety of clients for different brands of furniture.

Assist with order inquiries and process to appropriate departments for repairs, deliveries and tracking.

Provide information to ensure resolution of product/service complaints and customer satisfaction.

William Sonoma, Customer Service Representative Oct 2018 – May 2019

Answer calls from unsatisfied customers related to delays in shipment, order errors and lost orders.

Ensured customer satisfaction with company products and services by doing purchase follow up calls.

Consistently received positive feedback from guests and created repeat business by fostering a positive relationship with customers.

LiveOps, Customer Service Representative March 2009 – Jan 2014

Managed calls that are routed to my independent phone line at home office which serves as a call center.

Performed cold and warm transfers.

Assisted customers with product questions by utilizing problem solving and troubleshooting techniques.

Handled high call volumes and provided product descriptions and details and care of merchandise.

Oxford Collection Agency, Collector/Call Center Aug 2008 – Feb 2009

Performed outbound calls to clients in an attempt to collect debts owed.

Received inbound calls from clients

Utilized problem solving skills in order to devise suitable payment arrangements to enable clients to pay off their debts.

Alternative Home Care Agency, Appointment Setter/Customer Care June 2003- May 2008

Performed outbound calls to other businesses and set appointments for consultation in an effort to obtain them as contracting clients.

Contacted hospitals, nursing facilities and home care agencies in order to expand our client base.

Initiated referrals for clients and families.

Orchestrated recreation activities for clients and families.

EDUCATION:

AIU Online/ Business Management Currently Enrolled

LiveOps University 2009

Advanced Telecommunications Certification in Customer Service and Call Center 2006

Outbound Certification and Predictive Dialer Certification 2006

General Equivalency Diploma (GED) 1987

SKILLS:

Complaint Resolution * Call center operations * Problem solving * Communication expert * Strong organizational skills * Appointment setting * Customer support

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