Service Agent Support Representative

Agency Summary:

Over * years of customer service experience in call center settings

Responded to customer inquiries regarding mortgage loan options and refinance availability as a Mortgage Call Center Services Representative at JP Morgan Chase

Proficient in various CRM and computer applications

GAP in 2018 due to maternity and child rearing

Professional Summary:

Experience as customer service associate with call center experience with inbound and outbound calls assistant,

Experience using Word, MS Excel and MS Power Point and able to organize complex tasks and handle multiple assignments

Consistently displayed good customer service attitude, patience and excellent communication and problem-solving skills.

Scanned, faxed and uploaded mortgage documents into the system to be sent to the appropriate department

Researched, reviewed and pulled mortgage loan documents from various imaging systems

Prepared documents to be emailed to customers and ensured all loan information was accurately updated

Processed various client documents in the system and ensured all information was uploaded and accurate

Paid attention to details and multi-tasked in a fast paced environment

Professional Experience:

IQVIA (Remote) – Memphis TN November 2022 - MAY 2023

Pharmacy Support Representative {remote/telecommute}

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

Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries

Identify issues and communicate solutions and steps to customers, pharmacies and physicians with prescription orders and reorders

Ask appropriate questions and listen actively while documenting required information in computer systems;

Make outbound calls to customers on prescription orders and payment issues.

Provided Exceptional Customer Service

TurboTAX

Seasonal, Customer Service Advisor December 2022- April 2023

Handled Fast Paced, back to back inbound calls via inbound chats,voice and video calls

Troubleshooting, resolving issues and addressing customer questions/concerns

Recommend and recognize when there are needs the initial training and production entry

Assist customers with basic pc navigation including downloads, saving files, program installation, customer account passwords and login information

Independently demonstrate your ability to listen, research and utilize your knowledge base by linking, flagging and recommending updates and security measures

Routine customer interactions using a computer and handling multiple tasks and tools to include Microsoft Teams,Zimbra ect, notate customers accounts per call and document escalated issues that do not have known resolution

Provided Exceptional Customer Service

TTech (Remote) -Memphis Tn July 2021 – March 2022

Dental & Vision Insurance Pharmacy CRS

Maintain accurate & complete documentation of all inquiries in order to continuously improve customer services process and reduce potential legal concerns

Worked with other operational departments to research & resolve claim issues and respond to members within agreement guidelines

Answered questions related to pharmacy benefits

Identified & escalated in a prudent manner

Xtend Healthcare – Memphis, Tn August 2020 – April 2021

Accounts Receivable Specialist

Analyze large volumes of hospital data

Inbound & Outbound calls assisting patients medical Insurance

Identifying data patterns

Learn and apply relevant regulations to compile data sets.

Sentrynet Monitoring Network (Assigned To Stanley Black & Decker) – Memphis, TN November 2018 – April 2019

Customer Monitoring Specialist

Interprets coded audible or visible signals received on alarm board

Dispatched to the proper public safety agency when necessary after receiving alarm

Insured that complete and accurate information was entered in console log

Displayed ability to operate multi-line telephones, headsets along with other equipment as needed

Maintained positive approach & good judgment under pressure and consistently met performance goals

Newwave Communications Call Center – Monroe, LA June 2016 - Dec 2017

Support Service Agent

Answered inbound calls and responded to customer’s questions, problems and concerns

Paid attention to details and multi-tasked in a fast paced environment

Accessed customers’ accounts, located and keying in information

JP Morgan Chase – Monroe, LA (Contract) February 2015 - May 2015

Mortgage Call Center Services Representative

Responded to customer inquiries regarding mortgage loan options and refinance availability

Handled warm telephone transfer of customers to a mortgage banker

Scanned, faxed and uploaded mortgage documents into the system to be sent off to the appropriate department

Researched, reviewed and pulled mortgage loan documents from various imaging systems

Prepared documents to be emailed to customers and ensured all loan information was accurately updated

ULM School of Pharmacy - Monroe, LA (Temp) September 2014 - October 2014

Office Assistant

Handled data entry of all client information and prepared mail campaigns for various pharmacology projects

Processed various client documents in the system and ensured all information was uploaded and accurate

Communicated with clients to gain project information as needed via telephone

Scanned and faxed documents to clients and other appropriate individuals

J C Penney Department Store - Monroe, LA February 2013 - February 2014

Associate Specialist

Greeted customers entering the store and conversationally ascertained their wants and needs

Described products to customers and assisted customers in person and via telephone

Entered customer’s data in computer systems

Education:

Louisiana Delta Community College – Monroe, LA 2010-2011

Computer Science – Coursework completed

Contact this candidate