Service Representative Call Center

Chriserica Kearse

**** ****** ****** ********* ** 27536 984-***-**** *********@*****.***

SUMMARY

I am a customer service professional dedicated to developing excellent customer service skills in every aspect. My customer service experience ranges from telemarketing associate to administrative duties. My areas of expertise include telephone inquiries and complaints in a courteous and effective manner, information gathering, problem resolution, and de-escalations. I have the absolute ability to maintain exceptional professionalism and courtesy while being recognized by other peers and customers with the highest regards.

TECHNICAL SKILLS

Expertise and Experience Include:

- 5 years Call Center Experience - Mentoring and Coaching

- Assistant Trainer - Microsoft Office 2018 - Leadership Skills - Excellent Communication Skills

PROFESSIONAL EXPERIENCE

Conduent

Customer Care Specialist / Team Lead 8/2019 - Current

Assist with developing agents for call center etiquette and agenda on how to become a productive agent in the call center environment. Analyze and investigate member benefits. Provide phone expertise and support for customers calling to report issues with benefits. Handle the day-to-day analysis, research and resolution of various problems. Processed claims for pharmaceutical refill.

•Primary Contact for member specific questions

•Researching Benefits eligible to members

•Answer all inquiries from Providers and Pharmacies for mail orders

•Coaching, motivating and developing representatives for the mail order pharmacy

•Successfully trained and developed potential agents in becoming call center agents

•Providing one-on-one coaching with phone reps as a result or call observation feedback

Customer Service Representative (CSR)

Customer Experience Representative: 09/2017 - 8/2019

The role of the Customer Experience Representative is to act as a liaison between patients, doctors, and hospitals. With a database of over 5000 combined medical practitioners and major hospitals nationwide. Analyze and investigate member benefits. Provide phone expertise and support for customers calling to report issues with benefits. Handle the day to day analysis, research and resolution of various problems. Processed claims for pharmaceutical refill. Duties included:

Documented urgent and non-urgent phone messages

Dictated messages to doctors and medical professionals

Worked with various pharmaceutical companies to ensure benefit related inquiries were resolved

Primary Contact for member specific questions

Researching Benefits eligible to members

Maintain call time and Quality metrics

Xerox Corporation

Customer Service Representative 12/2013-09/2017

Customer Service Representative work closely with customers to determine their needs, answer their questions about our products and recommend the right solutions. Promptly resolve customer complaints and ensure maximum client satisfaction. Stay up to date with product features.

•Ensure high levels of customer satisfaction through excellent sales service

Assess customers’ needs and provide assistance and information on product features

Answer all customer inquiries

Follow and achieve department’s sales goals on a monthly, quarterly and yearly basis

Remain knowledgeable on products offered and discuss available options

Process POS (point of sale) purchases

Team up with co-workers to ensure proper customer service

Philips Optimum

Machine Operator 06/2009-10/2012

Perform routine maintenance checks, following strict safety regulations and guidelines and operating mechanical or computer-operated equipment.

Monitoring and maintaining warehouse equipment and machinery

Setting up manufacturing equipment

Overseeing training of new or Junior Machine Operators

Using machine equipment to complete tasks

Performing routine inspections of manufacturing equipment

Evaluating the efficiency of each unit regularly, identifying improvements as needed

Education

High School Diploma

2006

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