Customer Service Representative

Oscar Youda Tindo

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

Phone: 305-***-****

Address: **** **** **, *** ****

City/County/State: Houston, walker,TX

Zip: 77030

Summary:

Experienced Senior Customer Service Representative with a proven track record of excellence in providing exceptional customer support. Bringing five years of diverse experience in various industries, adapted to resolving complex issues, and ensuring customer satisfaction. Seeking to leverage my expertise and interpersonal skills to contribute to the success of your organization.

Professional Experience:

Customer Care Representative

Elevance Health

(August 2022 - Present)

- Interacted with customers to build product knowledge and strong customer relations

- Complied with all company policies, including HIPAA/PHI

- Handled inbound and outbound calls, faxes, and emails with patients and doctors, resolving issues with 100% accuracy

- Processed patient applications for assistance according to foundation eligibility criteria

- Utilized interpreter services for multi-language calls

- Navigated multiple databases and sites to obtain patient information

- Logged and kept records of customer and employee queries

- Demonstrated strong knowledge of insurance information and lookup skills to determine patient benefits and coverage

- Verified provider information, including NPI and state license, on various platforms

- Processed and responded to customer inquiries using multiple systems to provide accurate information on patients' accounts

- Contacted provider offices to validate information for referral purposes and documented updates needed

- De-escalated situations involving dissatisfied customers, offering patient assistance and support

- Handled, documented, and followed proper escalation protocols for patient complaints in a caring and compassionate manner

- Proactively contacted customers with pending issues, demonstrating empathy and professionalism, resulting in a 10% reduction in customer churn

- Worked with employees to identify coachable moments and guided customers through troubleshooting and navigating company websites and portals.

Senior Customer Service Representative,

Certified Languages International

(Jan 2021 - April 2022)

- Provided exceptional customer support for a diverse client base, consistently maintaining a customer satisfaction rate of 95%

- Handled an average of 150 inbound calls per day, connecting clients to interpreters and resolving clients' complaints

- Assisted Limited English Proficiency (LEP) individuals by providing interpreters and support in various critical areas

- Collaborated with the technical team to troubleshoot and resolve complex technical issues

- Demonstrated effective conflict resolution skills, de-escalating client disputes and resolving issues to their satisfaction

- Assisted in the development of training materials and conducted training sessions for new customer service representatives

- Implemented a customer feedback collection system, resulting in valuable insights and contributing to the improvement of products and services

- Supervised a team of fifteen representatives by providing continuous training and coaching

- Conducted quarterly customer satisfaction analysis, identifying areas for improvement, and presenting actionable recommendations to the management team.

Customer Service Representative,

Activus Connect

(October 2019 - December 2020)

- Responded to customer inquiries via phone, email, and chat, ensuring a response time within 10 minutes, and maintained a customer satisfaction rate of 98%

- Handled an average of 75 inbound customer calls per day, addressing product-related queries and processing orders with 100% accuracy

- Effectively managed and resolved customer complaints, turning negative experiences into positive ones and retaining dissatisfied customers at a rate of 90%

- Acted as a liaison between customers and various departments, collaborating with the sales team to identify upselling opportunities resulting in a 15% increase in revenue

- Created and maintained a comprehensive database of customer interactions, feedback, and preferences, leading to improved customer profiling and personalized services

- Trained and mentored new customer service representatives, enhancing their product knowledge and communication skills

- Conducted customer satisfaction surveys and analyzed results to identify trends, presenting findings to the management team for process improvement.

Education:

- Biaka University Institute Of Buea (March 2014 - March 2018)

- Higher National Diploma in Nursing

Skills & Others:

- Excellent communication and interpersonal skills

- Strong problem-solving and analytical abilities

- Proficient in CRM software and ticketing systems

- Ability to work in a fast-paced and dynamic environment

- Empathetic and patient approach to customer interactions

- Adaptability and flexibility in handling diverse customers.

Contact this candidate