Customer Service Agent

L I O N I E C E

F R A N K L I N

Los Ángeles, CA

310-***-**** *************@*****.***

Excellent problem-solving skills. Proficient in handling customer inquiries and providing excellent customer service. Dedicated customer service agent with over 10 years’ experience in the customer service industry. Skilled with being able to listen to the customer and accurately assist their needs and wants. Ability to analyze complex situations and ensure prompt resolutions, resulting in a measurable increase in productivity. Ability to type 65 wpm. Have access to hard wired equipment, printer, and high-speed internet. Ability to read, write, and speak English.

EXPERIENCE:

CSR-WFH

CVS AETNA, LLC.

2023- PRESENT

Ability to engage, consult, and educate members based upon the member’s unique needs, preferences, and understanding of Aetna plans. Answers questions and resolves issues based on phone calls and letters received in the mail about plan changes. Offering to submit rework for claims on behalf of the members who had services denied. Documented and kept track of all incoming and outgoing calls with members, providers, plan sponsors, and other departments. Created an emotional connection with the members by being understanding and a good listener. Taking accountability to fully understand the member’s needs by building a trusting and caring relationship with the member. Assisted members with paying their monthly premiums. Submitting expedited appeals for denied services. Informing members of copays, coinsurance costs, and accumulator’s balance.

CALL CENTER AGENT

USPS LA P&DC

2017-2023

Ability to work in a face-paced environment, answering over 80 phone calls a day. Assisted customers with tracking, ordering stamps, and locating missing mail/packages. Helped customers with filing claims for lost and damaged packages. Provided customers business hours, phone numbers, and postal locations.

CALL CENTER REPRESENTATIVE

VXI GLOBAL SOLUTIONS

2014-2018

Assisted customers with billing information and provided them with promotional offers. Help scheduled technical support drivers for installations and help with rebooting systems. Offered packaging deals for both new and current customers. Assisted with escalating calls to support team and the correct department if misrouted. Met regular sales goals by educating customers about our services and what our company offers that other companies don’t.

EDUCATION:

CRENSHAW HIGH SCHOOL

JUNE 2009

• General Studies

• High School Diploma

• GPA 3.8

SKILLS:

• Technical Support/ Computer Skills

• Insurance Verification

• Scripting

• Data Entry

• Organizational Skills

• Customer Service/ Team Lead

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