Service Representative Customer

LADONNA CREER

Humble, Texas ***** 424-***-**** ***********@******.***

Professional Summary

Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel. Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies.

Skills

Resource Coordination

Client Interactions

Work Personnel Advisement

Aviation Ground Support Software

Work Order Preparations

Call Center Software

Work Crew Dispatch

Prioritizing Calls

Closing Tickets

Adjusting Routes

Accounts Payable and Accounts Receivable

Special Requests

Processing Orders

Work History

Dispatcher

Principal Tech

Medical Claims Representative 10/2021 to 01/2022

Anthem – Houston, TX

Maintained knowledge of benefits claim processing, claims principles, medical terminology and procedures and HIPAA regulations.

Managed large volume of medical claims on daily basis. Paid or denied medical claims based upon established claims processing criteria. Responded to correspondence from insurance companies. Reviewed provider coding information to report services and verify correctness. Verified client information by analyzing existing evidence on file. Made contact with insurance carriers to discuss policies and individual patient benefits. Assured timely verification of insurance benefits prior to patient procedures or appointments. Posted payments to accounts and maintained records. Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.

Calculated adjustments, premiums, and refunds.

Collected premiums and issued accurate receipts.

Processed [Number] invoices each [Timeframe] and mailed documentation to clients. Prepared insurance claim forms or related documents and reviewed for completeness. Processed and recorded new policies and claims.

Customer Service Representative 08/2020 to 07/2021 QVC Call Center – Houston, TX

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants. Responded to customer requests for products, services and company information. Recommended products to customers, thoroughly explaining details. Collected customer feedback and made process changes to exceed customer satisfaction goals.

Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Provided information regarding charge accounts and loyalty programs. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Consulted with outside parties to resolve discrepancies and create expert solutions. Customer Service Representative 10/2015 to 07/2020 CVS/caremark – Houston, TX

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants. Responded to customer requests for products, services and company information. Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Cultivated customer loyalty, promoted repeat business and improved sales. Provided information regarding charge accounts and loyalty programs. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Evaluated account and service histories to identify trends, using data to mitigate future issues. Investigated and resolved customer inquiries and complaints quickly. Responded proactively and positively to rapid change. Delivered prompt service to prioritize customer needs. Met customer call guidelines for service levels, handle time and productivity. Educated customers about billing, payment processing and support policies and procedures. Maintained up-to-date knowledge of product and service changes. Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information. Trained new personnel regarding company operations, policies and services. Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Customer Service Agent 09/2007 to 04/2015

SkyWest Airlines – Los Angeles, CA

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Educated clients on account services and resolved client inquiries regarding statement information and account balances.

Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.

Addressed escalated customer service issues sent from sales and service teams to save customer relationships.

Adapted to new applications and maintained knowledge of current technologies. Resolved over [Number] customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management. Entered customer information into customized computer system with [Software] to document and organize client records.

Contacted customers to return routine and general calls promptly. Contributed to company achieving and holding industry-leading customer service ratings. Maintained accurate and current customer account data with manual forms processing and digital information updates.

Education

Palisades Charter High School - Pacific Palisades, CA

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