Service Representative Customer

Amaria Stewart

Contact

**** ******** ***

Columbus OH 43219

614-***-**** ****************@*****.***

Objective

Experienced customer service representative with over 8 years of experience in customer service. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Education

Eastmoor Academy

Columbus, Ohio

From August 2010-2011

While being while being a scholar athlete, I maintained a GPA of 3.0 receiving honor roll and perfect attendance awards.

Northland High School

Columbus, Ohio

From August 2011 to 2014

While being a scholar athlete, I maintained a GPA of 3.0 receiving honor roll and perfect attendance awards. I also received my high school diploma in 2014.

The Ohio State University

Columbus, Ohio

From 2014 to 2018

While being a scholar athlete I maintain a GPA of 3.0 working on my Associates for Respiratory Care.

Experience

Nov 2021- Current

Quantum Health • Patient Service Representative

Provide exceptional customer service through inbound/outbound calls in our modern, fast-paced, contact center environment.

Offer empathetic member guidance, including verification of benefits and creation of authorizations for treatment based on the members’ health plan.

Ask probing questions to recognize additional patient needs, including those beyond their current healthcare benefits and provide additional resources/solutions whenever possible.

Act as an advocate for our members by communicating with network liaisons, clinical professionals and finance staff members at hospitals and medical offices.

Partner with internal clinical professionals in providing member guidance and identify when members should be connected directly with Quantum Health Nurses.

Investigate financial discrepancies and claim issues to ensure our members and clients are billed appropriately.

Participate in stretch assignments, special projects and leadership development programming, as available, to gain business exposure and build a rewarding career with the organization.

All other duties as assigned.

Jan 2020- Nov 2021

Chase • Travel • CxLoyalty

Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.

Worked with Chase customers to understand needs and provide accurate service.

Arranged travel accommodations for groups, couples, executives and special needs clients.

Nov 2019- Jan 2020

Teacher • Infant teacher • Parker’s Learning Center

Boosted student grasp of materials with weekly tutoring sessions.

Observed and evaluated students' performance, behavior, social development and physical health.

Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.

Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student centered learning.

Kept students on-task with proactive behavior modification and positive reinforcement strategies.

Enhanced student learning by optimizing a wide range of instructional approaches and innovative classroom activities.

Collaborated closely with peers to create cross-curricular lessons and activities to integrate learning.

Jan 2018- Oct 2019

Pharmacy Specialist • Written Correspondent/ Inbound and Outbound • Corvel Pharmacy Solutions

Resolved claim adjusters problems, improved decisions if medication can be approved or denied.

Received incoming emails from claim adjusters to approve or deny medication.

Outbound call to corresponding pharmacy to process approved medication.

Evaluated patient histories to assess medication compliance and spot issues such as doctor shopping or excessive usage.

Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications.

Oct 2019- Dec 2019

Customer Relations • Inbound call • Dawson- Contracted

Responsible for providing inbound customer service for US customers through direct contact with drivers, potential customers, and BMW employees.

Responsible for accurately capturing customer interactions in customer relationship management system.

Responsible for adhering to call quality standards to help diffuse difficult situations and drive customer satisfaction.

Responsible for identifying and escalating customer issues to the appropriate team for resolution.

Responsible for adhering to company, department, section, and personal scorecard standards and values to ensure Customer Relations is positioned to provide a premium customer experience.

Responsible for maintaining call center metrics and quality standards.

Responsible for remaining knowledgeable about all BMW, MINI and Motorrad products, policies, and procedures, customer satisfaction and legal elements involved in customer matters. Escalate to management any potential difficulties in terms of product and safety.

Oct 2016- Jun 2018

Jewelry Consultant • Supervisor • Zales the Diamond Store

Maintained customer jewelry pieces by making repairs and modifications such as soldering pieces, altering sizes and adding new clasps or mountings.

Managed and strengthened operations at jewelry operation reaching daily goals

Evaluated factors such as cut, color and clarity to assign grades to stones.

Completed accurate measures of customers to produce well-sized pieces proportional to individual dimensions.

Met with customers throughout jewelry making processes to define needs and expectations, discuss budgets, showcase designs and assess satisfaction.

Optimized inventory, security and budget controls to keep business operating at streamlined, efficient and cost-effective levels, maintaining average of store goals

Returned older pieces to lustrous shine by cleaning, polishing and electroplating with metals such as rhodium.

Conducted thorough inspections and cleanings of jewelry items to evaluate expected durability and construction quality.

Resolved conflicts and negotiated mutually beneficial agreements between parties.

Developed team communications and information for morning meetings.

Led sales team in delivery of marketing projects, resulting in increased sales.

Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.

Key Skills

Marketing

Project Management

Budget Planning

Planning

Communication

Excellent written and verbal communication skills. Confident, articulate, and professional speaking abilities (and experience) Empathic listener and persuasive speaker. Writing, creative or factual. Speaking in public, to groups, or via electronic media. Excellent presentation and negotiation skills.

Leadership

While attending high school at Northland High School I was the captain of the Girls Volleyball team for two year. As a captain I was responsible for motivating the girls during hard times. Also, while attending Northland High school I was a squad leader in the marching band. Responsible for ensuring that my section stayed together at all times and everyone had all the necessary items needed for the game.

References

[Available upon request.]

Contact this candidate