Customer Service Call Center
Resume:
Efuetlefac Atemnkeng Desmond
Huntsville, TX, 77320
Supplier Assessment Skill Grid:
Call Center/Customer Service Experience
3+ years
Healthcare Industry Experience
Sales Experience
1+ years
Number of calls
50 to 70 calls
Typing Speed
35WPM
Shift Availability (8am - 8pm EST)
Yes
Comfortable to keep camera on during training
Yes
Separate Space to work
Yes
Child Care
Do not have kids
Service Provider & Internet Type (Cable/Fiber)
Continuum Cable
Internet Speed
30+MBPS
Vacation Plan
None
Summary:
•With over six years of customer service experience, I have developed a passion for delivering exceptional support to customers. In my previous roles.
•I have consistently demonstrated strong communication and problem-solving skills.
•Resolving complex customer complaints and concerns while maintaining a high level of customer satisfaction.
•I have a thorough knowledge of company products and services and have utilized customer relationship management software to document customer interactions and track customer history.
•I am dedicated to providing personalized support and ensuring that customers feel valued and supported.
•My experience has taught me the importance of active listening, empathy, and effective communication in resolving customer issues and building strong relationships.
•I am excited to bring my skills and experience to a new role and continue to deliver exceptional customer service.
Skills:
•Proficient in CRM software and ticketing systems
•Empathetic and patient approach to customer
•Ability to work in a fast-paced and dynamic environment
•Excellent communication and interpersonal skills
•Strong problem-solving and analytical abilities
•Strong communication and interpersonal skills
•Ability to work independently and as part of a team
•Compassionate and empathetic approach to patient care
•Knowledge of medical terminology and procedures
•Ability to maintain confidentiality and patient privacy
•Strong organizational and time management skills
•Strong communication and interpersonal skills
•Ability to work independently in a remote environment, with minimal supervision
•Strong problem-solving and analytical skills
•Knowledge of health insurance plans, benefits, and coverage
•Ability to maintain confidentiality and member privacy
•Strong organizational and time management skills
Professional Experience:
Reason for Gap: Looking for employment.
Customer Care Representative
Aetna (Direct/Contract)
151 Farmington Avenue, Hartford, CT 06156, Hartford County.
February 2022 – October 2024
•As a Remote Customer Care Representative at Aetna, I provided exceptional customer service to members, resolving their inquiries and concerns related to their health insurance plans.
•I utilized my strong communication and problem-solving skills to address complex issues, ensuring timely and accurate resolutions.
•I worked collaboratively with internal teams to ensure seamless customer experiences and consistently met or exceeded customer satisfaction and quality standards.
•Responded to member inquiries via calls, email, and mail, resolving issues related to claims, benefits, and coverage
•Utilized knowledge of Aetna's products and services to provide accurate and personalized support to members
•Can handle 50 to 80 calls approx. in a day.
• Investigated and resolved complex issues, collaborating with internal teams such as claims, benefits, and provider services
•Conducted thorough research and analysis to resolve member complaints and concerns
•Provided education and support to members on health insurance plans, benefits, and coverage
•Documented all member interactions in Aetna's customer relationship management system
•Consistently met or exceeded customer satisfaction and quality standards, as measured by internal metrics and member feedback
•Utilized problem-solving skills to resolve complex issues, such as resolving billing and claims issues, answering questions about coverage and benefits, assisting with provider searches and referrals, and addressing member concerns and complaints
•Collaborated with internal teams, such as the claims department, benefits department, and provider services, to resolve issues and improve customer experience.
•Utilized technology, such as Aetna's customer relationship management system, claims and benefits systems, and phone and email systems, to research and resolve issues, document member interactions, and communicate with members and internal teams
Achievements:
•Consistently received high customer satisfaction ratings, with a 97% and higher rating for the past year
•Resolved complex issues, resulting in a 21% reduction in member complaints
•Developed and implemented process improvements, resulting in a 12% increase in efficiency and productivity
•Collaborated with internal teams to launch new initiatives, resulting in a 20% increase in member engagement.
Reason for Gap: Looking for employment.
Home Health Aid Agent
Company: Jovie of Katy and Bellaire (Direct/Permanent)
555 S Main Street, Salt Lake City, UT 84111, Salt Lake County
April 2020 – November 2021
•As a Home Health Aid Agent at Jovie of Katie and Bellaire, I provided compassionate and skilled care to patients in their homes, assisting with daily living activities and supporting their independence. I worked closely with patients, families, and healthcare professionals to develop and implement personalized care plans, ensuring the highest quality of care and customer satisfaction.
•Responsibilities:
•Provided personal care and assistance with activities of daily living (ADLs) such as bathing, dressing, grooming, and toileting
•Assisted with medication management, vital sign monitoring, and wound care
•Developed and implemented personalized care plans in collaboration with patients, families, and healthcare professionals
•Conducted patient assessments and reported changes in condition to healthcare professionals
•Maintained accurate and up-to-date records of patient care and progress
•Provided education and support to patients and families on disease management, nutrition, and wellness
•Collaborated with other healthcare professionals to ensure comprehensive care
Achievements:
•Consistently received high patient satisfaction ratings for quality of care and customer service
•Developed and implemented care plans that resulted in improved patient outcomes and reduced hospital readmissions
•Built strong relationships with patients, families, and healthcare professionals, resulting in referrals and repeat business.
Reason for Gap: Looking for employment.
Customer Service Representative
Ken Garff Automotive Group (Direct /permanent)
16420 Park Ten Pl, Suite 540, Houston, TX 77084, Harris County
May 2017 – September 2019
•As a Remote Customer Service Representative at Ken Garff Automotive Group, I was responsible for providing exceptional customer service to our customers via phone, email, and chat, ensuring a positive experience and building strong relationships.
•I worked from the comfort of my own home, using advanced technology to connect with customers and internal teams, and utilized my strong communication and problem-solving skills to resolve customer inquiries and concerns.
•Responded to customer inquiries via phone, email, and chat, providing timely and accurate information about our products and services
•Resolved customer complaints and concerns in a professional and courteous manner, utilizing problem-solving skills and knowledge of company policies and procedures
•Provided support and guidance to customers regarding vehicle maintenance, repairs, and warranty issues.
•Utilized strong communication and interpersonal skills to build rapport with customers, understand their needs, and provide personalized support
•Collaborated with internal teams, including sales, service, and parts departments, to ensure seamless customer experiences
•Documented customer interactions and feedback in our customer relationship management system
•Stayed up-to-date on company products, services, and promotions to provide accurate and informed support to customers
•Met and exceeded customer satisfaction and first-call resolution targets.
Education:
•BSC in Business Administration from University of Buea October 2012 to July 2016
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