Customer Service Representative
Resume:
Theresa Hinkelman
New Smyrna Beach, FL *****
****************@*****.***
www.linkedin.com/in/theresa-hinkelman-224287231
Work Experience
Navient
Remote
CSR - Customer Service Representative
March 2023 to August 2023
• Streamlined customer and service provider support for Lifeline and ACP programs, resolving 500+ queries monthly, resulting in a 40% reduction in response time and improved overall customer satisfaction.
Handled supplying prompt and correct information courteously and professionally to customers. Duties include guiding callers through troubleshooting, supplying detailed case statuses & next steps, and navigating necessary websites
MINIMUM REQUIREMENTS:
High School Diploma or G.E.D.
Location Requirement: All work must be performed in the United States for this remote role.
Experience in servicing customers with professionalism, diplomacy, and consideration for the customer’s requests or concern
High-speed internet access (Minimum 10 MBPS upload speed and 100 MBPS download speed)
You must use a provided ethernet cord and be hard-wired into your server from the router/modem. You will not be able to use Wi-Fi or a hotspot.
Cell phone
Must be able to download an app on a Smartphone or tablet.
Private workspace or home office free of distractions and outside noise
Excellent written and verbal communication skills.
Fast learner, ability to keep an in-depth understanding of the training curriculum.
Excellent PC and internet navigation skills
Efficient time management skills
PREFERRED QUALIFICATIONS:
Prior experience in a high-volume call center is preferred.
Detail-oriented with close attention to program compliance requirements, record-keeping guidelines, and file closeout expectations.
Ability to perform mathematical operations such as calculating percentages and working with large numbers.
Ability to use analytical skills to interpret and evaluate information.
Ability to read, write, and speak English (Bilingual preferred)
Ability to thrive in a fast-paced work environment.
Strong customer service skills and knowledge of customer service best practices
Ability to keep the confidentiality of program information.
Ability with Microsoft Word, Excel, Outlook, and Internet
Offers of employment are contingent upon a pre-employment background check including a drug test.
Location Requirement: All work must be performed in the United States for this remote role.
Alorica
Remote
CSR PHD Med D
October 2022 to January 2023
Provided support for pharmacy information management system to retail pharmacy employees. Provided specific pharmacy benefits information for commercial and
Medicare members. Documenting records of all reported concerns and issues using standard systems and procedures.
· Assisted customers with a warm and professional attitude
· Processed Overrides
· Assisted customers with questions
· Interacted with customers through live chat
NexRep
Remote
Temporary Marketing Coordinator
September 2022 to October 2022
The Marketplace Coordinator completes various steps in the
NexRep's Sourcing process daily and finds qualified independent marketplace contractors from the sourcing pool to be invited to provide services to NexRep’s clients. Essential Functions include but are not limited to: • Review and evaluate potential incoming marketplace contractors • Make outbound calls to schedule qualified contractors for phone assessments. • Conduct phone assessments to gauge contractors’ skills and qualifications to decide if they meet clients’ needs. • Use client guidelines to qualify contractors and offer marketplace opportunities.
•Represent the NexRep Marketplace in an upbeat manner when speaking to candidates on the phone. • Take part in regular team meetings as necessary to stay up to date on company and client policies and procedures • Answer incoming calls from contractors offering their services, as necessary.
•Adhere to client
KPI expectations and communicate regularly with the Sourcing Manager or Associate
Sourcing Manager. • Communicate with contractors via email promptly as necessary. • Perform other duties not outlined above as needed. Position
Performing basic computer operations and troubleshooting common problems
Independent Contractor - NexRep Priceline campaign
Remote
WAH Customer Service Representative
April 2022 to September 2022
· Assisted clients
· Answered the phone and assisted customers with changes
· Supported up-to-date knowledge of customer accounts
· Explained products and benefits
· Confirmed payments, refunds, etc.
· Resolved payment and order disputes
· My QA scores are above 70%
Scored in the following areas
Proper Greeting & Closing
Empathy & Communication
First Call Resolution
Previous notes & navigation
Call Control / Pacing / Urgency and Hold
Reason for Change / Probing questions / Active Listening & Comprehension
Case Management
Documentation
Privacy & Outbound call disclosure
Refund Process / Verify Fax / Note Cancellation
Transfer Process & De-escalation & Disconnect Policy Tendency to be reliable, dependable, and act with integrity at work
Training Independent Contractor - NexRep Priceline campaign
Remote
WAH Customer Service Representative
March 2022 to April 2022
3/28/22-4/29/22 Training for Customer Service Representative (WFH) thru NexRep for Priceline
· Performed data entry for customer information
· Managed client records
· Supplied policy and service information
· Assisted customers with a warm and professional attitude
· Answered frequent questions
· Answered calls from customers
· Resolved customer information and complaints
· Responded to claim inquiries
· Handled online orders and credit card transactions
Education
AA in Human Services Management
University of Phoenix
April 2013
G.E.D.
State of Ohio 1994
OTHER POSITIONS OUTSIDE OF WAH
Maintenance
Lyneer Staffing Solutions - New Smyrna Beach, FL
December 2019 to February 2022
Maintenance level II for Volusia County Coastal Division
Worked in various county parks and supplied maintenance and customer service
Event Specialist
ADVANTAGE SOLUTIONS INC - Volusia County, FL
November 2019 to December 2019
Walmart provided customer service by serving food
Crew
McDonald's - New Smyrna Beach, FL
October 2019 to October 2019
Prepped fast food
Housekeeping
Manpower - New Smyrna Beach, FL
September 2019 to October 2019
Cleaned hotel rooms and customer service
Traffic Control Specialist
AWP Traffic Control - Daytona Beach, FL
July 2019 to August 2019
Prep Cook
BOH - Fish Camp, CA
February 2019 to May 2019
Prep
Owner /Grower
S&T Microgreens - Volusia County, FL November 2018 to March 2019
Grew and Sold microgreens thru farmer's markets while supplying customer service as well
Dishwasher
JB's Fish Camp - New Smyrna Beach, FL
June 2018 to February 2019
Washed dishes
Driver
UBER
August 2017 to September 2017
Drove people to their destinations while supplying customer service
Residential Training Specialist
WORC Inc - Daytona Beach, FL
January 2017 to August 2017
Taught mentally challenged adults
Personal Support / Supported Living Coach
Suncoast new options, inc - Volusia County, FL
February 2016 to February 2017
Taught mentally challenged adults as well as supply them with customer service
Resident Assistant
Duvall Homes - DeLand, FL
November 2015 to February 2016
ADL's mentally challenged adults
Private Duty Housekeeper/HHA
Self-employed
May 2011 to January 2016
Jeff Brown
Christine Salajcik - Self-employed private duty case - 08-present-Case Management
Jackie and Arthur Vogel - Self-employed private duty hha/cm 08-10 housekeeping
Self-employed
August 2015 to October 2015
Housekeeper
Self-employed
June 2013 to June 2015
Self-employed
Housekeeper/Home Health Aide
Greg Petro - New Smyrna Beach, FL June 2011 to June 2013
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