Service Representative Customer
Resume:
SERENA
TAYLOR
**********@*****.***
Saint Paul, MN 55107
“Dedicated and trustworthy customer service specialist with 20 years of experience in online software troubleshooting, tech support, call center, customer service and retention positions. Industrious in Quality Control Assurance, Lost Prevention Dispatching and Research team leader, a mentor who has formulated herself in the CEO, Supervising Management Training and Advocacy. Critiquing employment skills while interchange and interacting proactive assemblage of experience and skills. Versatile enough to oversee a staff of 25+ employees. Maintaining high quality standards in fast-paced call center environments. Flexible enough to succeed in office, hybrid, virtual, or chat environments. Consistently reducing risk margins utilizing my skills by ensuring my quality compliance, and performance
PROFESSIONAL SUMMARY
United Home Health Care - Customer Service Representative /ICLS /PCA St Paul MN • 10/2022 - Current
THREE LINES INC - Customer Support Executive/Customer Service Agent/ St Paul MN • 08/2022 - Current
Abbey Care Inc Home Health - Senior Client Relationship Manager/PCA/ICLS St Paul Mn • 08/2022 - Current
WORK HISTORY
Used principles of growth and development to provide age-specific treatment and care.
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• Scheduled and accompanied clients to medical appointments.
• Remained alert to problems or health issues of clients and competently responded. Recognized and reported abnormalities or changes in patients' health status to case manager.
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• Answered patient assistance calls, assessed needs, and offered qualified support. Educated patients and families on proper care and treatment to facilitate successful home care.
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• Investigated and resolved customer inquiries and complaints quickly.
• Trained staff on operating procedures and company services.
• Investigated and resolved accounting, service and delivery concerns.
• Customer Service Dispatcher Trainee
Maintained customer database (incl. establishing canceling, updating purged customer accounts.) Organized Virtual Seminars Meeting for products & Services
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• Preserved accurate records of dispatched orders, deliveries and receipts. Coordinated policies & procedures Monitored virtual call center, Supervised Escalations and repetition department interacting with Corporate Complaints Compliance Issues for internal and external satisfaction.
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• Answered constant flow of customer calls with minimal wait times. Prepared and submitted reports to keep management informed of sales, training & retention activities progress.
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Provided troubleshooting solutions: training assisting customers, management Customer Service Agents with technical issues
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• Received new orders, prepared documentation, and assigned personnel. Sent out drivers to assist 100 hourly callers based on locations, needs and worker availability.
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• Remained alert to problems or health issues of clients and competently responded.
• Supported patient admissions, discharges, and transfers to promote team productivity.
• Answered patient assistance calls, assessed needs, and offered qualified support. Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
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SKILLS
Investigate Claims: Complaint
Resolution
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• Customer Service
• Risk Management Quality Assurance
• Coaching and Mentoring
• Online Chat
• High-Volume Environments
Dekalb Tech
Clarkston GA
Associate of Applied Science: Information
Technology
Thomas Edison State University
Trenton, NJ
Bachelor of Arts: Homeland Security
University of Phoenix
Online
Bachelor of Arts: Information Technology
Dekalb Tech
Clarkston Ga
Diploma: Micro Computers
Katharine Gibbs School
Piscataway, NJ
Associate of Applied Science: Criminal
Justice
Draughon's Junior College
Atlanta GA
Associate of Applied Science: Information
Technol Computer Networking
University of Minnesota
Online
EDUCATION
Certificate: PCA/ICLS
Lucent, ATT, Alliance Certificate Training
ADA Department of Justice: Disability
Training for Emergency Training Access,
Java, Unix, Google,
E-Mail, Chat, Adobe, Corel, Davox Zip Tone
Dialer Dos, Excel, Front Page, Internet
Explorer, Microsoft Office 2010, Microsoft
Publisher. Netscape, Outlook, PeopleSoft,
Photo Suite 8, Power Point, Ram, S.A.P.,
UNIX, Windows 98,'present Life Coach,
Customer Service & Conflict Relations,
Ergonomics, Collections, Quality Control,
Quality Assurance, Appraiser Certifications
C+
TTECH/ Peach State Insurance Brooker - Insurance Customer Service Representative
Duluth, GA • 01/2021 - Current
SERTAY ENTERPRISES INC - Client Consultant/Support Manager/Customer Service Executive
Lithonia, GA • 01/2005 - Current
AT&T/Lucent Technologies - Customer Service Manager/Representative/Agent Marietta GA • 12/1998 - 01/2010
Determined specific needs and provided most appropriate level of services for patient well-being.
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• Prepared insurance claim forms or related documents and reviewed for completeness.
• Completed customer applications and updated records to reflect current information. Processed insurance policy cancellations and renewals quickly to meet call time targets.
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Trained new customer service representatives on best practices, policies and procedures.
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Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
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Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
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Evaluated employee performance and conveyed constructive feedback to improve skills.
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Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
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Handled call center volume of customers. Interchanging from inbound to outbound environment. Responded to calls ie voice, emails, and chats maintaining positive attitude obtaining customer satisfaction.
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Analyzed escalated discrepancies, concerns, complaints, and grievances. Achieving high satisfaction rating and accommodations
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• Developed and implemented customer service policies and procedures.
• Communicated with customers to provide delivery updates and resolution.
• Scheduled deliveries and pickups according to customer needs. Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
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• Scheduled and organized delivery routes.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
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Offered advice and assistance to customers, paying attention to special needs or wants.
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• Developed and implemented strategies to streamline office operations.
• Directed dispatching, routing, and tracking of 20 fleet vehicles.
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