Customer Service Representative
Resume:
Cassondra Franklin
Coppell, TX
*********.********@*****.***
Hardworking candidate skillful in providing excellent customer service. Proven track record of resolving customer issues in a timely manner while upholding the highest standards of customer satisfaction. Extensive experience in using multiple communication channels, including phone, email, and web chat. Strong interpersonal skills, and an ability to lead and motivate a team to success.
EXPERIENCE:
CUSTOMER SERVICE REPRESENTATIVE
Prime Therapeutics
Dallas, TX
January 2021 - May 2023
Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
Responded to telephone inquiries and complaints following standard operating procedures.
Communicated with others to obtain and verify eligibility information.
Stayed current with changes in rules, laws and procedures to maintain timeliness and accuracy.
Navigated through computer screens to complete and review documents and other forms.
Documented communications and contacts with clients to maintain records.
Composed correspondence requesting medical information and records.
Responded to internal and external requests for release of information contained in medical records, copying medical records and selective extracts in accordance with laws and regulations.
CALL CENTER AGENT
All Web Leads
San Antonio, TX
January 2020 - December 2021
Provided outstanding customer service to customers and internal teammates.
Built trust with customers through personalized conversations.
Delivered exceptional customer service at all points of contact.
Processed payments.
Processed payment arrangement.
Completed account requests, including balance inquiries, and transaction history.
Used database system to record notes and call information.
CUSTOMER SERVICE REPRESENTATIVE
Dialog Direct
Fort Worth, TX
September 2018 - January 2020
Used a consultative approach to finalize the motorist's application in a very structured process
Received inbound calls and dispatched roadside assistance for stranded motorists
Worked as a team player in a diverse, professional call center environment
Investigated and resolved motorist's inquiries regarding roadside assistance
Ensured superior customer experience by addressing concerns and complaints quickly
Used problem-solving skills to identify root causes, issues of inquiries, and provide feedback on resolutions
Represented the company effectively, while using patience, knowledge, and kindness to deescalate the concerned caller
Preformed data entry and extensive computer work
Informed motorists on how to stay safe until help arrived
Used a map to find out where motorists were, to properly route the technician.
EDUCATION
CERTIFIED MEDICAL ASSISTANT
College of Healthcare Professions, TX
Oct 2020
PATIENT CARE TECHNICIAN
Delta Community College, LA
Apr 2014
HIGH SCHOOL DIPLOMA
Ouachita Parish High School, LA
May 2013
SKILLS
Microsoft PowerPoint
Microsoft Excel
Credit Card Payment Processing
Customer Relations
Microsoft Word
Legal Requirements
Basic Medical Terminology
Registration Processes
Patient Interviews
Patient Insurance Authorizations
Benefit Coverage
Intake Interview
Contact this candidate