Customer Service Representative

CANDACE PHILLIPS

**** *********** **. ***********, ** 23915 · 434-***-****

**********@******.***

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

EXPERIENCE

OCTOBER 2022 – PRESENT

CUSTOMER SERVICE REPRESENTATIVE, omnicare365

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Answered incoming calls and emails, providing frontline customer support or assistance with product and service to every customer.

Updated customer accounts, addresses and contact information within call management databases.

Navigated through computer systems to review information and respond appropriately to callers.

Offered resolutions to de-escalate calls and solve customer issues.

Asked probing questions to determine service needs and accurately input information into electronic systems.

NOVEMBER 2021 – NOVEMBER 2022

CUSTOMER SERVICE REPRESENTATIVE, Maximus federal

Responded to member questions regarding plan benefits and provisions.

Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Referred unresolved customer grievances to designated departments for further investigation.

Cooperated with Medicare, Medicaid, and private insurance providers to establish relationships and resolve billing issues.

Handled new enrollments by entering customers’ data and reviewing information.

Provided beneficiaries with information about plan benefits and eligibility determinations.

JULY 2021 – DECEMBER 2021

CUSTOMER SERVICE REPRESENTATIVE, EVERISE

Answered inbound customer calls and responded to inquiries.

Listened to client concerns and asked questions to better understand needs.

Documented customer information and activity in customer database.

Coordinated with management to maintain knowledge of policies and new offerings.

Updated information and details of calls and inquiries in customer service database for future reference.

Maintained composure and patience in dealing with aggressive customers.

Worked with customers while accessing, reading, and inputting information into numerous applications.

EDUCATION

JUNE 2007

HIGH SCHOOL DIPLOMA, PARK VIEW HIGH SCHOOL

ASSOCIATE OF APPLIED SCIENCE, john tyler community college

SKILLS

Responding to difficult customer

Multitasking and Prioritization

Call Documentation

Efficient and Detail-Oriented

Customer Service

Courteous with Strong Service Mindset

Verbal and Written Communication

Inbound and Outbound Calling

Issue and Complaint Resolution

Calm and Professional Under Pressure

40wpm Typing Speed

Billing Support

Computer Proficiency

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