Richarnex

Silfrat

Customer/ Member

Services/Technical

Supports/Call Center

Representative

Richarnex Silfrat

**** ******* ******* ***. *

Indianapolis, IN, 46254

321-***-****

adyzdl@r.postjobfree.com

Career Objectives Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in resolving customer issues, using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints. managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction. Experience Receiving Agent Ryder

April 2023 - Currently, Indianapolis, IN

● Processing of received packages

● Documentation for receiving packages

Member Services Advocate TTEC/ OptumRX

SEPTEMBER 2022 - MAY 2023, WORK-AT-HOME

● Handling high volume inbound calls from members, pharmacies, insurance companies, providers and providing them assistance like account or benefit coverage inquiries, updates, changes related to claims, eligibility, referrals, mail delivery services enrollment orders processing, prescriptions overrides, prior authorization, PSC requests to their providers, prescriptions request and transfer to /from other pharmacies, copay/price checks etc..

● Utilized active listening skills to assess member needs and provide appropriate solutions.

● Processed payments utilizing cash handling protocols, credit and debit card transactions, check deposits..

● Developed strong relationships with members by providing personalized service and follow-up communication.

● Facilitated resolution of complaints or grievances in an efficient manner.

● Performed data entry tasks accurately and efficiently while adhering to internal policies and procedures.

● Handled escalated inquiries from members with patience and professionalism.

● HIPAA Violations’ Verification

Maintenance VALLEY PROTEINS

April 2021 - March 2023, Maryland, USA

● Screw conveyor operations

● Repairs gearbox

● Motor operation and repair

● General industrial troubleshooting.

● Machinery and equipments

● Welding and repair

Customer Service Representative SITEL/United Healthcare JUNE 2022 - SEPTEMBER 2022, WORK-AT-HOME

● Providing a positive customer service experience that meets the needs of the patients by educating them on products and services, listening to concerns, addressing issues, and placing supply orders in a high-volume inbound call center.

● Handling large volumes of inbound calls for members, hospitals, medical offices, clinics, insurance companies, and nursing homes.

● Investigated and researched issues to determine root causes and appropriate resolution methods.

● Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.

● Maintained logs and documentation to detail key information regarding incoming and outgoing calls.

● Logged details of customer service calls in the computer system following correct protocols.

● Monitored daily performance metrics such as call volume, wait times, resolution times.

● Providing assistance with their insurance inquiries, updates, medicare, medicaid(different plan types, changes related to claims, eligibility etc...

Customer Support Representative Intuit PROSERIES FEBRUARY 2021 - APRIL 2022, WORK-AT-HOME

● Managed high inbound call volumes while maintaining quality service standards.

● Ensured compliance with company policies and procedures related to customer service operations.

● Utilized problem-solving skills to identify root causes of customer issues and develop solutions for resolution.

● Provided software and hardware support to customers and valued business partners.

● Prioritized and managed several open issues to maintain excellent customer satisfaction ratings.

● Escalated customer issues to tier-two customer support to address higher-level issues.

● Navigated various systems to answer customer support inquiries.

● Assisted customers with product selection like helping them find

& fill their tax forms, installation & update application, troubleshooting, and maintenance.

● Maintained accurate records of customer interactions using CRM software systems.

● Troubleshoot issues using remote access software tools.

● Translated technical concepts for non-technical teams and customers to interpret.

● Documented and created records for CRM of customer and client interactions.

● Helped develop support procedures, policies, and standards to enhance service levels.

● Conversed with clients over phone and email to establish positive and lasting first impressions.

Line Leader Moan Air Farm

September 2017 - APRIL 2021, Maryland, USA

● Supervising & Managing a team of farmers

● Storage room management

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Education Fort Myers High Language & Technical

OCTOBER 2012 - JUNE 2013, FORT MYERS, FLORIDA

English

Lycée Capois La Mort GED

SEPTEMBER 2005 - JULY 2011, OUANAMINTHE, HAITI

Major: General Studies, Minor: Computer Science

Skills

● Excellent Computer Skills

● Excellent knowledge of Salesforce, Citrix, Avaya, SIP Telephone, Workspace, Chronos, Oracle, Slack, MS Teams, Iris, ADP, Navigator, Zoom, Webex, Okta Verify, PingID, ServiceNow

● Technical issues with devices, Mobiles configurations and assistance

● Calm Under Pressure, Data Protection

● High-Volume Call Centers, Inbound Customer Calls, Verifying Coverage

● Call Management Software, Knowledge Base Software

● Call Management, Performance Metric, Client Rapport-Building,

● Critical thinking, CRM Documentation

● Call Select Communication Systems, Customer Account Management -First-Tier Technical Support

● Knowledgeable in Billing Adjustments and Refunds, Merchandise Orders and Exchanges, Membership Inquiries and Renewals, Invoice Preparation and Processing, Order and Refund Processing, Policy and Procedure Adherence, Online Systems, Web Portals, POS Systems and Ordering Platforms

● Telephone Etiquette, Good Listening

● Knowledge of Medicare/Medicaid (different types)

● Customer Data Confidentiality

● Quality Control Policies

● Interpersonal Sensitivity

● Process Transactions

● Intuit Software Management, etc…

● Excellent Software Skills

● Client Service

● ServiceNow

Contact this candidate