Customer Service Team Member
Resume:
Erick Armand Roberson
Saint Marys, Georgia 31558
Daytime Phone: 912-***-****
Email: *****.********@*****.***
Objective: To obtain a position that will enable me to use my strong customer service skills and ability to work well with people.
WORK EXPERIENCE:
Florida Blue Jacksonville, Fl 9/2017 – 4/2023
Provide assistance to members by responding to benefit and claim related inquiries via the telephone and in writing. Serves as the member liaison to ensure inquiries are resolved on initial contact. Educates and answers member questions on the access and use of member self-service tools. Perform research, request additional information from the provider, member and/or supporting plans if necessary, and make decisions to return, pend, pay or deny low-risk claims in order to properly adjudicate claims and inquiries within contract benefit and claims processing guidelines. Supports continuous improvement by actively seeking and identifying improvements to processes and services from the members’ perspective. December 2018, I assisted with a special project with the billing transactions team.
Customer Service of America: Saint Marys, GA 8/2015 - 2020 Customer Service Specialist: Provides customer service for correctional marketplace. Provide inmate telephone and customer care services to correctional facilities throughout the United States. Handles inbound calls. Disseminates information regarding billing, pricing and system errors. Receive credit card payments from callers and process transactions to appropriate account. Place outbound courtesy calls on behalf of inmates seeking to make calls to a telephone number that does not have an account.
Receptionist: Set up phone accounts for walk in customers. Receive cash, credit card and money order payments from customer and process transaction to appropriate account. Maintain accurate and complete documentation of all inquiries per company's policy. From 2018 to 2020 I worked as the call center supervisor. I would take escalated calls, monitor the team members to be sure calls were being answered efficiently, and assist with scheduling to be sure we have enough coverage during the busiest times of the day
Navy Exchange Kingsbay: Kingsbay, GA 7/2012 - 2015 Serves as Cashier/Checker in Retail and/or Services areas, responsible for completing sales transactions, operating a cash register, accounting for sales receipts, and providing customer service which anticipates and exceeds customer expectations.
Receives and unloads incoming merchandise deliveries. Opens, inspects, counts, marks, unpacks, separates, and/or tags items. Verifies items against appropriate documentation to ensure correct items and quantities have been received; checks cost and retail prices. Warehouses stock according to specified locations. Periodically checks labels or bins for location accuracy
Also worked with the janitorial team, to maintain a clean store throughout the day. This includes, sweeping, mopping, cleaning restrooms, and stripping and waxing floors. Express Scripts Inc. Saint Marys, GA 7/2009-5/2011 Patient Care Advocate: Handle inbound and outbound customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits. Processed customers’ pharmacy orders and payments.
Work to research and resolve problems in a timely manner while maintaining productivity standards and performance guarantees where applicable.
Use computerized system to gather information and respond to questions and provide customer with first call resolution. Identify and escalate repetitive questions and/or problems so that corrective action can be pursued and expedited. Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns. Zaxbys Kingsland, GA 7/2008-7/2009
Team Member – Line Cook: Prepared and cooked food ordered by customers. Ensured the correct quantity/ and or weight of food was in accordance to company guidelines prior to orders being given to customers. Performed general housekeeping duties to ensure the work station was clean and safe. Team Member – Cashier: Provided prompt, accurate and friendly service to customers. Assisted customers by answering general questions regarding the menu and/or the preparation of food. Used an electronic cash register to ring up customers orders and handled customer’s payments transactions with cash, credit cards, and gift certificates.
Taco Bell St Marys, GA 3/2007- 7/2008
Team Member – Line Cook: Prepared and cooked food as order by customers. Trained several employees according to company guidelines to become line cooks, keep the work environment clean and safe. Also worked the drive through and maintained company “service time” by getting orders out in a timely manner. Education
Camden County High School Kingsland, GA 2004/2008
Graduated with a Dual Seal Diploma
Additional Information:
-Skills in multimedia, webpage design, banking and finance
-Knowledgeable in PC knowledge including Microsoft Office and Internet
-Great Customer Service Skills
-Able to handle challenging customers concerns and complaints in a professional manner
-Works well with managers and team members to provide a positive environment.
-Quick learner
-Able to solve problems and make sound decisions
References available upon request
Contact this candidate