Customer Service Representative
Resume:
Sheena Dukes
Clarksville, TN 37042
******.*****@*****.***
EXPERIENCE
TSA, Nashville, TN — TSA
June 2023-March 2024
Responsible for providing security and protection of travelers across all transportation sectors in a courteous and professional manner.
Securing high-profile events, important figures and/or anything that includes or impacts our transportation systems
NationsBenefits, Nashville, TN — Customer Service Representative
October 2022-April 2023
Answer, resolve, track and document inbound/outbound calls from members and providers by engaging in active listening confirming or clarifying information and deescalating situations as necessary.
Ensure that the callers' needs are efficiently and accurately addressed in a timely and professional manner leaving them feeling supported and valued after each interaction.
Interpret member eligibility and coverage through thorough knowledge of the client products, policies, and procedures.
Research and resolve inquiries from internal /external customers including Enrollment, eligibility, ID cards, clinic changes, demographic changes, benefit coverage, claims, payments, member reimbursement, and demonstrated knowledge of CAG policies, procedures, and regulations.
Utilize software, databases, scripts, and tools to exceed call center metrics while providing excellent consistent customer service.
Performs additional duties as assigned by Management based on business demands.
CVS Health, Remote — Customer Service Representative
September 2018-March 2021
Supplying information in accordance with customers' needs and demands.
Promoted available products and services to customers during service, account management, and order calls.
Helped the business achieve and maintain industry-leading customer service ratings.
Analyzed complaints, issues, and grievances and forwarded them to designated departments for investigation and response.
Looked for training opportunities to improve my customer relationship management skills and increase customer satisfaction.
Entered call details and solutions into the Salesforce database.
Answered over 30 calls per hour to meet the fast-paced call center demands.
Assisted customers by answering a wide range of questions about available merchandise, current prices, and upcoming company changes.
Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
Customers were educated on billing, payment processing, and customer service policies and procedures.
Contacted customers to suggest additional services or product purchases and to inquire about their needs or concerns after completing sales.
Kept accurate and current customer account data with manual form processing and digital information updates.
Provided exceptional customer service to every customer by leveraging extensive product and service knowledge and creating warm, welcoming environments.
Daymar Institute, Clarksville, TN-A.A.S.
June 2012-April 2015
US Army, Ft Stewart, GA
February 2001-January 2007
Honorable Discharge
SKILLS
●Financial records and processing
● Computer literate
● Operations management
● MS Office
● Credit and collections Customer service expert
● Fast learner
● Adobe and Adobe Flash proficiency
● Skilled multi-tasker
●Complaint resolution
●Data entry
● Application support
●Technical support
●Desktop support
●Java system proficient
●Type 40 WPM
●Excellent communication
●Conflict and dispute resolution
●Scheduling
●Active listening
●Time management
PROFESSIONAL SUMMARY
Customer service expert with over 7 years of experience resolving account and service issues taking inbound and making outbound calls. With a team-oriented mentality and a commitment to customer satisfaction, business goals, and customer support excellence, I am efficiency-driven and organized with a strong background in conflict resolution.
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