Customer Service Call Center

LaQuitta S. Taylor-Ibrahim Mobile: 716-***-****

Email: ***********@*****.*** 542 27TH Street Apt.1 Niagara Falls, NY 14301

Objective

To secure a position with your company as a Customer Service and/or Sales Representative utilizing my skills and experience.

Summary of Qualifications

Over 3 years’ providing excellent customer service in a call center setting

Over 3 years’ experience as a sales representative in call center and direct sales settings providing

intelligent options and solutions to customers depending on their situational needs

Operates computers, fax machines, copy machines, answers multi-line phone systems, filing, etc.

Operates credit card readers and cash registers and maintains balanced drawers

Experienced with Windows, MS Office (Word, Excel, PowerPoint), Internet research, and email

Experienced in Zoom, and Microsoft Teams

Types 35+ WPM accurately

Excellent communication, customer service, problem-solving, and telephone skills

Multi-tasks efficiently, quick learner, and completes all projects and tasks on or ahead of schedule

Works well independently or collaboratively in a team environment

Professional Experience

02/2023-Present NY State Provider Service Representative

Highmark Blue Cross Blue Shield Of Western NY, Buffalo, NY

Taking incoming calls from providers in a professional work from home setting

Mail out important information to customers regarding bills, denials, and payment plans

Effectively uses Highmark programs (CSD, Microsoft word, Zoom, Word, Internet, Avaya one-X Agent, Oscar, Workday,

Website A-Z, Provider Portal, Singleview, and Predictal )

Email managers important information for customers’ accounts

06/2013-Present Social Club Representative

Seneca Niagara Resort and Casino, Niagara Falls, NY

Provides Guest service, listens to patrons needs and complies with Seneca Niagara Casino guidelines to ensure

total Guest satisfaction.

Prepares new patron accounts, issues replacement cards, and updates patron’s information in GUI system.

Resolve minor customer disputes quickly and efficiently.

Participates in the preparation and execution of Social Club events, including but not limited to; promotional

giveaways, slot tournaments, and member special events.

Efficiently train new hires for Marketing Position

Adjusted comp points on guest accounts

Effectively uses Seneca Niagara Casino computer programs (GUI, ACSC, MRS, Windows, SAP) to process Guests transactions.

Current New York State Gaming License.

TIPS Certified.

01/2012-06/2013 PCA

Venture Forthe, Niagara Falls, NY

All phases of daily patient monitoring and care (feeding, bathing, dressing, assists blood pressure reading

Transporting patients, recording daily patient activity reports, etc.)

Prepares meals and performs light housekeeping duties.

10/2011 – 10/2011 Sales Associate (Seasonal)

Factory Card Outlet, Niagara Falls, NY

Greeted customers and assisted them with their merchandise selections.

Performed inventory duties and stocked shelves.

02/2007 – 02/2010 Customer Service Representative

Teletech, (for clients: AmeriChoice, AARP, FCC/Digital Box Transition) Niagara Falls, NY

AARP

Provided excellent customer service to new enrollees to AARP

Educated and informed each customer of plans and options for optimal health coverage at lowest cost.

Performed data entry to update information in the database on each AARP member.

Assisted in training new hires on call center floor

Shadowed new hires listening to calls providing feedback

AmeriChoice

Received inbound calls from healthcare providers to verify the consumer’s/patient’s healthcare coverage.

Performed data entry to capture phone conversations with providers and patients for accurate record keeping.

Arranged and coordinated ambulatory and taxi transportation for patients whether an emergency or scheduled

doctor/clinic visits.

Faxed critical documents for confirmation of services coordinated for or rendered.

Reviewed and verified claims to establish the validity of such claims and forwarded justifiable claims to one of

the following: Medicare, Medicaid, or AmeriChoice.

FCC - Digital Box Transition

Assisted consumers with transition from Analog to Digital television broadcasting.

Explained the reason for transition from Analog to Digital broadcast.

Addressed and resolved television reception issues.

Informed consumer of locations/businesses providing in-home service assistance,

Achieved a high level of consumer satisfaction.

Education

09/1999-06/2003 - Regents Diploma

Niagara Falls High School, Niagara Falls, NY

CPR Certification

Basic Life Support(BLS) 10/2022-10/2024

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