Service Representative Customer
Resume:
Dennis Hill
Customer Service Representative- Marena Group
Jacksonville, FL 32246
******.********@*****.***
Obtain a challenging leadership position applying creative problem solving and lean management skills with a growing company to achieve optimum utilization of its resources and maximum profits. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Service Supervisor/Call Center
UDI - Jacksonville, FL
October 2022 to Present
• Train new employees in the companies customer service policies, procedures, and best practices.
• Organized and managed the schedules and work of assigned staff.
• Subject Matter Expert in Quality and set quality priorities for team members to meet performance goals.
• Quickly identified problems by analyzing the teams prior performance and implemented action plans to improve the quality of future service.
Customer Service Representative
Marena Group - Lawrenceville, GA
June 2019 to July 2022
• Assist customers with web orders via chat or phone
• Negotiate terms of business partner agreements with professional accounts
• Subject Matter Expert in Quality and set quality priorities for team members to meet performance goals.
• Provides continuous training and conducts mentoring to team members and peer groups at management's request.
• Support the leadership team with training and floor support whenever necessary Customer Service Advocate
OptumRx - Jacksonville, FL
May 2015 to June 2019
• Coordinates floor support & Coaching, assistance to customer service advocates in a fast pace pharmacy based, call center environment
• Subject Matter Expert in Quality and set quality priorities for team members to meet performance goals.
• Provides continuous training and conducts mentoring to team members and peer groups at management's request.
• Support the leadership team with training and floor support whenever necessary
• Review and research claims by navigating multiple computer systems and platforms and accurately capturing the data/information necessary for processing (e.g. verify pricing, prior authorizations, applicable benefits, coding
Provider Relations Lead
One Call Care Management - Jacksonville, FL
March 2013 to May 2015
• Managed work flow to exceed quality service goals.
• Maintained up-to-date knowledge of product and service changes.
• Devised and published metrics to measure the organization's success in delivering world class customer service
• Effective liaison between customers and internal departments.
• Implemented training course for new recruits - speeding profitability. Valuation Specialist III
Evaluation Solutions - Jacksonville, FL
July 2010 to March 2013
• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
• Cross-trained and backed up other customer service managers.
• Oversaw over 200,000 reports for properties that were either in foreclosure, refinanced, or being sold as a short sale for JP Morgan Chase Bank.
• Conducted coaching sessions with each team member weekly.
• Quickly identified problems by analyzing the teams prior performance and implemented action plans to improve the quality of future service.
Education
Associate in Early Childhood Education
Florida State College Jacksonville - Jacksonville, FL January 2017
High school diploma
Meridian High School - Meridian, MS
Skills
• Call Center (10+ years)
• Customer Care (10+ years)
• Customer Support
• Insurance Verification (4 years)
• Pricing (5 years)
• Negotiation (10+ years)
• Curriculum Development (2 years)
• Classroom Management (2 years)
• Computer literacy (10+ years)
• Mentoring (10+ years)
• Microsoft Excel (7 years)
• Sales (8 years)
• Cold calling (3 years)
• Salesforce (2 years)
• Box truck
• Delivery driver experience
• Driving
• SAP
• Microsoft Office
• Benefits administration
• Customer service
• Leadership
• Supervising experience
• Account management
• Courier
• Van driver
• English
• Banking
• DNS
• Mac OS
• Google Docs
• Technical support
• Java
• Oracle
• Expediting
• Microsoft Word
• Microsoft Powerpoint
• Communication skills
• Retail sales
• Analysis skills
• Computer skills
• Data entry
• Time management
• Typing
• Phone etiquette
• Live Chat
• Troubleshooting
• Microsoft Windows
• Operating Systems
• Network support
Languages
• English - Expert
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