Customer Service Representative

WILLIAM HOBBS

*******@***.*** 954-***-**** Margate, FL 33063

Customer Service Representative

Driven, ambitious, results orientated Customer Service Representative with call center experience.

Professional Experience

DST Property Management

Accounts Payable, May 2022-February 2023

Managed accounts payable and mothly invoicing for multiple rental properties and Home Owners Associations.

Confirmed and managed daily bank deposits.

Assisted taking inbound telephone calls and walk-ins that resulted in investigating and resolving routine and complex account issues.

The Gordon Agency - Boca Raton, FL-remote

Licensed Customer Service Representative, April 2015-May 2022

Delivered fast, friendly, and knowledgeable service to the clients for routine questions and service complaints.

Reviewed client records to obtain all needed documents to respond to customers’ requests efficiently.

Investigated and resolved routine and complex customer issues to earn repeat business.

Made outbound phone calls to customers and insurance companies within the established turnaround time, meeting company objectives to provide first contact resolution.

Assisted clients with on-line or telephone payments.

Worked closely with Insurance agents to process intake forms and other documents, allowing agents to provide timely quotes and the best possible service.

CVS Health - Miramar, FL – remote

Sr Customer Service Representative (various roles), September 2005 – September 2013

Assisted Commercial and Medicare Part D members with questions relating to pharmacy benefits plan and mail order issues.

Triaged and resolved escalated issues Medicare Part D members within departmental time frames

Developed a strong knowledge of Medicare Part D

Excelled in production by exceeding 80 to 100 calls per day, and monthly quality requirements of 98.9%.

Collaborated with team members in writing templates and policies and procedures for departmental use.

Completed on-going system testing.

Acted as subject matter expert for the department, regarding web site issues, payment policies, plan benefits.

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