Oretha Washington

Sr. Customer Care Agent

Jacksonville, Florida 904-***-**** adxgqc@r.postjobfree.com

PROFESSIONAL PROFILE

Experienced customer service representative with over five years of experience with telephone, email, and virtual customer service. Highly familiar with customer relationship management (CRM) systems and software, conflict resolution, and customer escalations. Excited to use my proven skills and customer enthusiasm to bring customer satisfaction efficiently and effectively to all of those I encounter while on the job.

WORK EXPERIENCE

Licensed Medicare Sales Agent QuoteManage Dec 2022-Present

•Assist individuals in understanding their coverages and selecting the right products, services and best solutions to meet their personal health and financial needs

•Respond to customer questions as it relates to the policies with compassion and active listening

•Assist with workflow of applications for Medicare consideration

•Identify additional needs customers may have and help them to upgrade products or services

•Build Rapport with clients to gain their trust and loyalty

Licensed HealthCare Insurance Agent TTEC Sept 2022-Dec 2022

•Respond to customer inquiries with compassion and active listening and select the best solution in an efficient manner

•Assist individuals in understanding their coverages and selecting the right products, services and best solutions to meet their personal health and financial needs

•Identify additional needs customers may have and help them to upgrade products or services

Licensed Medicare Sales Agent QuoteManage May 2022-July 2022

•Complete all applicable Federal & State licensing training requirements to become a licensed Medicare agent

Customer Service Agent

Sprint - Yoh, A Day & Zimmermann Company November 2021-May 2022

•Handled 50+daily calls, revolving around new customer sign-ups, retrieving customer data, researching product information, and canceling services.

• Follows correct procedures and compliance guidelines (i.e.., hazardous materials, cold chain compliance, pedigree)

•Provided technical support, troubleshooting & equipment delivery tracking, related to system outages and issues with functionality of company equipment.

•Determines and documents customer credit (i.e.., accurate reason, issue credit, organize logistics of returned product) and effectively communicates with customer and sales throughout process

CallCenterCSR IGT/GTECH FEBRUARY 2019- NOVEMBER 2021

•Answer calls from retailers to provide prompt, accurate service including downloads, supply requests,dispatch requests, troubleshooting, &problem escalation.

•Answer calls, emails, & chat w/friendly accurate information related to online wagering, pulling financial reports, games, & apps

• Make decisions while explaining products & procedures

Health Sales Agent

Alliance & Associates financial services October 2018- December 2018

•Handling inbound calls with prospective insureds to provide adequate coverage options, and explain policy types

•Collecting ancillary documents from insureds and assisting with payments

•Overcoming sales objections and close over the phone

WORK EXPERIENCE CONTINUED

Licensed Sales Agent/ CSR Allstate Insurance May 2017-Sept2018

Banker Convergys November 2016-2017

Mortgage CSR & SA ERC May 2016-April 2017

Operator Super Target April 2014- Jan 2017

Shoe Sales Associate Burlington Coat Factory April 2013-April 2014

Warehouse Associate Remedy Intelligent Staffing Dec 2012-Dec 2012

Secretary Integrity Staffing August 2011- Sept 2011

EDUCATION

Diploma Edward H White High Florida August 2008- June 2011

Licensed Health Insurance Agent Exam FX Florida June 2022- July 2022

SKILLS (reference the job description)

•Technical Support

•ZenDesk

•30+ WPM Tying Speed

•Virtual Chat/Email Support

•Sales Escalations

•Retail Support

•CRM Systems

•Sales Operations

•Data Enrty

EXPERTISE

•Ticketing Systems

•POS Systems

•Microsoft Word

•Social Media Management

•CRM Systems

•Microsoft Excel/ Windows

•Virtual Support

•Loss Prevention

•Google Docs

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