SHIFT SUPERVISOR CALL CENTER SPECIALIST CUSTOMER SERVICE FRONT DESK

Motivated hardworking team player with a background in Sales and Customer Service with a focus on client retention. I am very detailed oriented, organized, and able to manage multiple projects effectively. Well-developed interpersonal communication skills, with the ability to work with people from diverse cultural backgrounds.

PROFESSIONAL EXPERIENCE

TUFTS HEALTH INSURANCE COMPANY[- Boston, MA

Outbound Sales Specialist (2022-2022)

Serve as TMP professional representative when dealing with customer communications: via Phone, email.

Possess Strong Knowledge of Tufts Health Plan Medicare Preferred products and services to identify customers qualifying needs.

Make outgoing calls to potential customers to schedule quality leads for sales.

Document all calls and emails per departmental policies and procedures.

Follow up with potential or current member in timely manner.

MASSHEALTH INSURANCE COMPANY - Boston, MA

Customer Service Representative III (2019 – 2022)

Serve as the primary liaison for clients regarding general program inquires such as eligibility verifications, authorizations, referrals, claims, transportation services, address changes, and Primary Care Physician assignments for health plans as well as member related policy and procedures.

Act as the primary representative for clients focusing on first call resolution and customer engagement to identify customer issues/ concerns rapidly and precisely.

Handle and demonstrate skills in handling benefits, claims, and eligibility calls for the member and provider population.

Handle and resolve customer inquiries and complaints, exhausting all efforts before requesting assistance.

Complete call logs to record customer interactions and transactions, recording details of inquiries, complaints, and comments using MassServe, Virtual Gateway Health Insurance Exchange (HIX), Medicaid Management Information System (MMIS), Genesys, Amazon Web Services (AWS), and Massachusetts 21 (MA-21).

ROXBURY YMCA YMCA OF GREATER BOSTON - Roxbury, MA

Supervisor (2017 – 2019)

Open the building and serve as Manager on Duty according to YMCA facility guidelines.

Coordinate random and regular facility inspections and member engagement throughout the facility.

Report all emergencies and incidents to Risk Management/Safety Director and Director of Operations.

Provide Manager On Duty Facility reports.

Assist Managers/Directors with training, operations, and customer relations.

Resolve all inquiries and issues at the Membership Service Desk.

Oversee all front desk operations including membership sales and branch tours.

Process membership and non-membership registrations for various programs offered each session.

Perform procedures such as audit cash registers, reconcile daily transactions, and bank drop deposits.

Welcome Center Representative (2014 – 2017)

Demonstrate excellent customer service in correlation with prospective member engagement, and respond to inquiries by utilizing listening first skills.

All front desk operations including membership sales and branch tours.

Immediately respond to an emergency, assemble emergency equipment, and assist in care of the victim.

Perform cash handling transactions: cash, credit cards, checks, Electronic Funds Transfers (EFT).

MASSHEALTH INSURANCE COMPANY - Boston, MA

Call Center Representative (2014 – 2015)

Serve as the primary liaison for clients regarding general program inquires such as eligibility verifications, authorizations, referrals, claims, material fulfillment, address changes and Primary Care Physician assignments as well as member related policy and procedures.

Act as the primary representative for clients focusing on first call resolution and customer engagement to identify customer issues/ concerns rapidly and precisely.

Handle and demonstrate skills in handling benefits, claims, and eligibility calls for the member and provider population.

Complete call logs to record customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

POSH HAIR DYNASTY - BOSTON, MA

Virgin Hair Consultant/ Hair Stylist (2013 – present)

Apply chemical setting, straightening, curling solutions, hair color, dye, and tints.

Administer scalp and hair treatments while styling hairpieces and wigs

Knowledgeable in the use of curlers, rollers, hot irons, curling irons, and hair styling equipment.

Trim, cut, and shave hair using clippers, scissors, trimmers, and razors.

Maintain client records by ensuring that all information is up to date when scheduling appointments.

Manage marketing strategies including but not limited to maintenance of social media website and order marketing materials.

CARE WORKS INC. - BOSTON, MA

Teacher Assistant (2008 – 2014)

Assist teacher implement classroom curriculum in respective age groups.

Assist children in bathroom procedures; performs diapering duties as necessary.

Assist with the implementation of health, emergency procedures, and first aid.

Assist teacher in maintaining a clean, safe, and orderly classroom environment.

COMCAST BUSINESS SERVICES - BOSTON, MA

Direct Sales Representative (2004 – 2008)

Retain business customers by mining and growing accounts through solution based selling and account management via the telephone.

Make outbound calls to accounts to achieve sales quota metrics.

Develop customer relationships through regular customer contact via the telephone.

Drive both sales growth and account retention by introducing various products and services available through Comcast Business.

Increase client retention and sales by working with customers to minimize downgrading.

CORE COMPETENCIES

Oral & Written Communication High-Touch Customer Service Interpersonal Communication Customer Retention Relationship Management Service Excellence Systems Oriented Critical Thinking

AREAS OF PROFICIENCY

Windows 10 Microsoft Office Applications Outlook Word Y-Connect AS400 Spirit Exceptional Interpersonal Skills Typewriting 60 w.p.m. Facsimile Other office machines

EDUCATION

Empire’s Beauty School – Boston, MA

Aesthetician and Cosmetology

Bunker Hill Community College – Charlestown, MA

Criminal Justice

Jeremiah E. Burke High School – Boston, MA

High School Diploma

PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST

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