Customer Service Representative

REGINALD PRINCE HAKIM

**** **** ******** **, *** 118

Cell Phone: 682-***-****

Email: **************@*****.***

SUMMARY

A productive and resilient Customer Service Representative with 16 years of experience in the Customer Service, Healthcare, Telecommunications and Quality Assurance fields. My skills include: analysis, the ability to troubleshoot complex problems, decision-making and leadership; the ability to influence and motivate co-workers to achieve business goals, the art of expressing thoughts clearly, listening carefully and responding to customers’ need appropriately with clear communication. PROFESSIONAL EXPERIENCE

Freeman Decorating Company 08/22-06/24

C ustomer Service Representative –WAH

Serviced phone calls, emails, and chats in Five 9 system while maintaining the highest level of accuracy, efficiency as well as providing excellent customer service.

Provided expert support for all the customers’ needs which included products and services, the answering of billing questions, technical issues and event related requests.

Guided the exhibitor/customer through the online login and ordering process as well as troubleshooting website issues when needed.

Processed, researched and resolved complex requirements inquiries and complaints to ensure customer retention.

Entered orders with proficiency in Passport, TSS, and CSM systems and the upselling of products to current customers as well as the cross sell of Freeman services. GroupO, Roanoak, Texas/Milan, IL 10/20-2/22

Customer Service Representative WAH

Worked the AT&T Rewards Redemption program. Assisted customers who purchased several different products and services such as AT&T TV, DTV Streaming, internet and various Phone plans. Rewards could be as high as $300 -$1,000 plus.

Performed various Manual Order rewards for those rewards that were not in our systems.

Assisted customers with Pre-paid phones by reissuing free 5g phones not received by the customers.

Processed new orders for AT&T customers who ordered their Smart Home Security packages. Hinduja Global Solutions, Peoria, IL 07/19-09/20

Customer Service Representative WAH

Worked on several campaigns: namely Avis /Budget Group, Zipcar, and McDonald’s campaigns. Assisted Avis/Budget Group customers who were stranded on the highway and/or needed emergency assistance. Assisted with rental vehicles and processed Accounts Receivables.

Assisted Zipcar customers with booking cars, checked their accounts, and helped with vehicle issues.

Actively responded to McDonald’s customer complaints about their food items, employees/staff and/or managers. Also handled any praise reports given by customer towards exceptional employees and managers performances.

Humana/LifeSynch, Irving, TX 4/10 – 8/14

Customer Service Representative, and Supervisor/Admin Support

Actively engaged and assisted new and existing members regarding benefits and features of their Health plan.

Assisted diabetic members by determining their diabetic stage and scheduling of coaching sessions by phone or at their residence. Trained and supervised new hires in Diabetes Path, Welcome Calls and Biometrics programs/campaigns.

Scanned medical records and other documents into computer system.

Performed annual file audits.

Quoted behavioral Health benefits and verified eligibility for members and providers.

Educated members and providers and providers on inpatient and outpatient Behavioral Health provider status and resolved contracting and claims issues.

Researched, resolved and responded to member and provider inquiries regarding claims.

Set up outpatient authorizations for providers to see patients.

Assisted members with obtaining Behavioral Health providers. True.com/TrueBeginnings.com, Irving TX 9/05 – 10/09 Customer Service Representative/Editor / Collections Dept

Received calls and assisted new customers with their membership.

Troubleshoot issues with existing members and provided coaching on the proper use of the site.

Retained members who wished to cancel their accounts.

Maintained photographs received via the website and discarded any distasteful uploads.

Accounts Receivable, utilizing various AR reports to target aged balances for collection. Genesis 10/Nextel, Dallas, TX 2/04 -7/05

Customer Service Representative/Accounts Receivable

Received calls from members of different cellular phone companies who desired to switch carriers or port their cell phone number.

Resolved billing issues.

Retained members who wished to cancel their services.

Received and posted all payments to customer accounts. Followed up on collection and allocation of payments.

Monitored customer account details for non-payment, delayed payment and other irregularities.

Maintained accounts receivable customer files

Aegis Communication, Irving, TX 10/00 – 11/03

Customer Service Rep/Retention & Quality Assurance Specialist/Program Analyst

Assisted Qwest and AT&T by up-selling their products and services.

Blocked, suspended and terminated AT&T accounts.

Monitored associates/agent’s calls, tracked their performance, trained agents on proper phone etiquette and how to engage customers to use available resources.

Coordinated and facilitated calibration call sessions and provided feedback to leaders and managers.

Observed and analyzed customer’s complaints, requests, concerns and issues.

Created several reports on other markets based on research.

Handled other assigned duties.

EDUCATION

Northlake College Irving Texas

(A+ Certification Incomplete) 12-2014

Ashworth College, Norcross, GA- 09/2016 – Current

(Healthcare Management)

Udemy Inc. San Francisco CA ---Current

Distance Learning

(QA Engineer)

Sawyer Business College

Business administration

Associates Degree 05/76-08/78

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