Service Representative Call Center
Resume:
Luc Joseph D
Dallas, TX *****
********@*****.***
Authorized to work in the US for any employer
Work Experience
Health QA & Compliance specialist
Health Insurance Associates LLC - Remote
May 2021 to Present
• Reviews quality of work and performance of licensed Insurance Sales Agents & Customer Service Reps- through live monitoring and use of call recording systems and applications.
• Provides actionable data and feedback to call center managers and the leadership team.
• Monitoring customer insurance policies written by call center agents.
• Auditing daily transactions performed by the agents.
• Leading agents to always follow guidelines and procedures at all times and provide instructions to sales agents.
• Conducts quality-focused trainings via Web-Ex and face-to-face sessions duties may include hosting client audits, conducting external audits Via zoom meeting
• Additional duties as assigned.
Inbound Medicare Customer Service Representative (Remote) Maximus Call Center (contract) Remote - North Carolina May 2020 to July 2021
• Completing call notes and call reports as necessary and updating in company CRM.
• Utilize personal effectiveness and effective listening to quickly assess caller’s needs and use critical thinking skills to determine best resolution.
• Closes files according to established guidelines to meet required timelines.
• Canceling and confirming covid-19 vaccination appointments for the patient upon clients and doctor's request.
• Assists with members’ immediate needs via phone.
• Informs management of potential safety issues, emerging trends and/or concerns.
• Scheduling Coronavirus Vaccination appointments for qualified NY/FL individuals.
• Manage large amounts of inbound and outbound calls in a timely manner.
• Follow communication "scripts" when handling different topics.
• Check-in with contacts to make sure they are self-monitoring and have not developed symptoms Due to covid-19.
Inside Sales Representative
Sears Holdings Corporation Call Center - Lake Mary, FL May 2017 to March 2020
• Evaluate problems and complaints of the callers and provide proper solutions to them.
• Making 500+ Outbound to calls to sears customer to schedule Home Improvement's appointment.
• Respond to the needs of customers and provide personalized service.
• Provide information on the company’s products or services and generate interest in the offer.
• Upsell products and services. Managed client records.
• Research needed information using available resources.
• Process orders, forms, and applications.
• Overcame objections to close deals; averaging 300+ sales appointments call's daily.
• Responsible for setting qualifying and required appointments for the sear's sales force team.
• Handled online orders and credit card transactions.
• Resolved customer information and complaints.
Education
High school diploma
Evans High School - Orlando, FL
August 2014 to May 2017
Skills
• Upselling
• Data entry
• communication and interpersonal Skills
Languages
• Haitian Creole - Intermediate
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