Customer Service Call Center
Resume:
Ciera Vaughn
Stone Mountain, GA *****
**************@*****.***
Authorized to work in the US for any employer
Work Experience
Business to Business Sales Representative
TTEC - Stone Mountain, GA
October 2020 to Present
B2B Small Group Sales Rep for Kaiser Permanente. Experience in quoting healthcare plans for small or commercial groups. Administrative duties: email, setting bookings appointments, data entry. Customer service for United Healthcare: order is cards go over benefit info, claims. Progressive also Seasonal sales for Medicare during OEP.
Customer Service Representative
LogistiCare - Atlanta, GA
October 2019 to July 2020
LOGISTICARE
High volume call center. Answering inbound calls for members requesting transportation to and from doctor appointments. Liaison between members and third party transportation companies, assisting them in finding their ride home.
Guest Services Representative
HOLIDAY INN - Denver, CO
February 2018 to April 2019
Checking guest in and out. Handling guest billing issues. Communicating with all departments daily to assure productivity and all guests needs are met. Providing excellent customer service over the phone and in person. Being responsible for a cash drawer and keeping it balanced after each shift. Taking payments from guest. Creating and updating reservations. Medicare Enrollment Specialist
TTEC - Littleton, CO
September 2017 to December 2017
United Healthcare- Enrolling consumers into Medicare Advantage/Prescription Drug Plans. Providing customer service and answering any questions to the best of my ability. Health Insurance Sales Agent
KAISER PERMANENTE
September 2016 to December 2016
High volume inbound call center. Answering phones, helping customers chose best plan that suits their needs. Directing phone calls to appropriate department. Answering general questions about company, providing customer service.
Guest Services Representative
CROWNE PLAZA
October 2014 to July 2016
Greet, register guests, and issue keys appropriately. Assign guest rooms to include any special requests. Answer telephones with proper telephone etiquette and direct calls accordingly. Receive guest requests and/or complaints and ensure that appropriate actions are taken. Answer inquiries pertaining to the hotel's amenities, services, policies, area attractions, dining, and directions. Perform a bucket check on am shift. Complete check-out procedures, compute bills, collect payments and make change for guests as required. Present positive, pleasant, and welcoming demeanor in a professional manner always. Customer Service Representative
AVIS CAR RENNTAL
May 2014 to October 2014
Make reservations on the phone and in person. Pre-assign cars for rental pick-up. Work in premium rental area assisting customers with any issues or problems. Check-In returning vehicles. Take a survey of the automobile checking for damages, left behind items, etc. Assist with completing rental request paperwork. Cover the phones as needed.
Receiving and Floor Associate
BURLINGTON COAT FACTORY
July 2013 to May 2014
Receive incoming merchandise daily; sort inventory into categories, price and tag. Assist customers with inquiries and shopping needs.
Education
DIPLOMA
MILLER GROVE HIGHSCHOOL
May 2010
Skills
• Customer Service
• Multitasking
• Building customer relationships
• Cash handling
• Guest Services
• Problem Solving
• Inbound and Outbound call center
• Time management
• Empathy and Compassion
• Phone Etiquette
• Inside Sales
• Telemarketing
• Call Center
• Insurance Sales
• Clerical experience
• HIPAA
• Typing
• English
• Computer Skills
• Computer Operation
• Microsoft Powerpoint
• Customer support
• Microsoft Access
• OPERA
• Leadership
• Windows
• Salesforce
• Microsoft Outlook
• Data Entry
• Salesforce Marketing Cloud (1 year)
• Citrix (4 years)
• Adobe Acrobat (5 years)
Certifications and Licenses
Accident & Health Insurance License
November 2020 to February 2025
3102007 - Resident Agent Number GA
Assessments
Customer focus & orientation — Proficient
January 2022
Responding to customer situations with sensitivity Full results: Proficient
Call center customer service — Proficient
March 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Customer service — Proficient
March 2022
Identifying and resolving common customer issues
Full results: Proficient
Administrative assistant/receptionist — Proficient January 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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