Service Rep Advocate

CRYSTAL ROSS

*** ******* ********** **** **** *** · 904-***-****

********************@*****.***

Customer Service professional seeking a position with a progressive, fast-paced organization where I can

best utilize my proven skills in customer service, cash processing, claims, and /or sales & management.

EXPERIENCE

2021 – CURRENT

FRONT DESK CLERK, North Well Health

• Enter patient information into databases and maintain accurate records

• Relay information to relevant staff members

• Inform patients and their caregivers of hospital procedures, policies, and protocols

• Provide patients with billing and payment information

• Deal with patient questions, concerns, and issues

• Perform general administrative tasks

2019 – 2021

CUTOMER SERVICE REP, optum rx

•Responded to incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries

• Guided and educated callers on their prescription benefits, use of plan, premiums and status of orders and claims or inquiries

• Asked appropriate questions and listen actively while documenting required information in computer

systems.

• Identified issues and communicated solutions and steps to customers, pharmacies and physicians on prescription orders and reorders

• Made outbound calls to customers regarding prescription orders and payment issues

2017 – 2019

CONTENT REVIEW ANALYST, genpact

• Reviewed documents and videos under the guidelines of the client to determine if the content is approved for release

• Analyzed data and sorted relevant information while using excellent creativity and innovation skills

• Used various content metrics to evaluate readability, purposefulness, expressions, and the content’s impact on the reader

• Compiled data from different documents and translated them into an easy-to-understand format

2016 – 2017

FAN SERVICE ADVOCATE, fanatics

• Handled inbound calls/written communications from Fans (customers) regarding orders

• Advocated for our fans and escalated customer issues when and as needed to ensure the voice of the customer is represented across the business

• Provided support to Fans regarding order status, product availability, descriptions, etc.

• Composed email responses, created tickets, and followed through on Fan requests in reasonable amount of time

• Helped to identify and assist with department projects as needed

• Handled administrative tasks as requested by management

2013 – 2015

CUSTOMER SERVICE REP, verizon wireless

• Assisted customers with acquiring lines from other accounts into their own name or business account

• Conducted credit checks

• Processed bill payments

• Assisted callers with getting to the correct departments

SKILLS

Time management

Leadership

Attention to detail

Positive outlook

Microsoft suite

Microsoft Outlook / Oracle

CPS- 80-100+ calls

Average call handle time 2.5 -4

EDUCATION

HIGH SCHOOL DIPLOMA, william m raines

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