Call Center Service Representative

Khouri Hughes

Chicago, IL 815-***-**** ******.******@*****.***

Experienced customer-oriented individual with strong work ethic, ability to escalate issues appropriately and efficiently. Interested in a Customer Service Administrative positions where I am able to utilize my high technical aptitude for assimilating new technology and technical concepts, while allowing my skills of observation and communication to assist the advancement of the team.

SUMMARY OF SKILLS

●Customer service expert with experience managing high volume inbound and outbound calls.

●Performed account transactions, fund transfers and withdrawals as a Financial Representative at Lending Solutions.

●Self-motivated personable and result-driven individual.

●Ability to work with sensitive information ensuring that all PPI information is kept secured decreasing the ability for a compliance risk.

●Strong organizational skills.

●Adaptive team player.

●Adept in Technology, ability to perform data entry, manage team calendars, and create company reports by utilizing Microsoft Office software like Excel, Word, PowerPoint, Outlook, and more.

●Built relationships with customers and met qualitative and quantitative targets.

●Studied at Western Illinois University.

●Currently studying at New School For Massage Therapist

WORK EXPERIENCE

Centene 2019 – 2021

Senior representative

●High volume Medicaid call center

●Assist customers with health insurance along with finding providers and making payments to health insurance plan for Ambetter

●Maintain performance and quality standards based on established call center metrics including turn-around times

●Research and identify any processing inaccuracies in claim payments and route to the appropriate site operations team for claim adjustment

●Identify any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service, quality improvement and call reduction

IlliniCare (Acquired by Aetna) 2019

Customer Service Representative

●High volume Medicaid call center

●Engage, consult, and educates members based upon the member's unique needs, preferences and understanding of Medicaid plans, tools, and resources to help guide the members along a clear path to care.

●Document and track contacts with members, providers, and plan sponsors

●Determine medical necessity, applicable coverage provisions and verifies member plan eligibility relating to incoming correspondence and internal referrals

●Perform review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible

Lending Solutions 2018 – 2019

Financial Representative

●Manage large amounts of inbound and outbound calls in a timely manner

●Perform account transactions, fund transfers and withdrawals

●Build sustainable relationships and engage customers by taking the extra mile

●Frequently attend educational seminars to improve knowledge and performance level

●Meet personal/team qualitative and quantitative targets

Phoneathon 2018

Western Illinois University

●Responsible for connecting with call alumni, parents and friends of the College to ask for financial support, update work and personal information, inform of campus events, and collect news for publication in the NOW magazine

Circle K Store 2016 –2017

Cashier

●Welcomed customers, answering their questions, helping them locate items and providing advice or recommendations

●Operated scanners, cash registers and other electronics

●Balanced the cash register and generating reports for credit and debit sales

●Accepted payments, ensuring all prices and quantities are accurate and proving a receipt to every customer

●Processed refunds and exchanges, resolving complaints

●Followed all store procedures regarding coupons, gift cards, or the purchase of specific items

●Maintained a clean workspace

Perma-Seal 2017

Customer Service Representative/Call Center

●Responsible for managing appointments

●Assisted customers with any issues or questions with products

●Identified customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

●Seized opportunities to upsell products when they arise

●Detailed record kept of all conversations in call center database to allow other team members to assist customers in a comprehensible way

EDUCATION:

New School for Massage Therapist, Tinley Park, IL Present

Western Illinois University, Macomb, IL 2015-2019

Plainfield South Highschool, Plainfield, IL 2009 - 2013

ASSOCIATIONS:

National Association of Colored Women’s Club 2016 – Present

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