Customer Service Representative

Summary

Seeking Remote and Non-Remote Customer Service, Member Service Representative, and Client

Service Representative roles, bringing 8 years of diverse customer service experience. Proficient in Zendesk, Microsoft Office Suite, and remote communication tools; adept at addressing inquiries and resolving complex issues. Committed to maintaining high satisfaction ratings and compliance with service standards, including Service Level Agreements (SLAs). Experienced in remote support and dedicated to enhancing customer satisfaction.

Work Experience

Couranto

Customer Service Account Executive Palm Beach Gardens, Florida Apr 2024 - Jul 2024

• Handled over 50 daily communications through email, phone, and web chat, ensuring everything met company standards and keeping a 95% satisfaction rate.

• Kept track of open cases and made sure they were resolved on time, sticking to deadlines and Service Level Agreements.

• Worked with Customer Service Assistants to get tickets resolved quickly and efficiently.

• Followed up with clients to ensure satisfaction and address any ongoing needs.

• Used Zendesk, Microsoft Office Suite, Zoom, and Slack to make workflows smoother and improve team communication.

Health Equity

Member Service Representative Draper, Utah Nov 2021 - Jan 2024

• Provided clear and helpful guidance on flexible spending accounts, health savings accounts, and health reimbursement accounts, boosting member satisfaction.

• Worked closely with compliance, finance, and operations teams to make service delivery smoother, cutting issue resolution times by 20%.

• Helped members understand account features, usage, contribution limits, eligible expenses, and investment options, which increased account usage by 15%.

• Carefully recorded member interactions and transactions in the CRM system to ensure accurate data and smooth follow-up.

Teleperformance

Customer Service Representative Killeen, Texas Feb 2021 - Oct 2021

• Assisted customers with inquiries about health savings accounts, providing clear information on balances and transactions.

• Explained Health Savings Account features, including contribution limits and eligible expenses, to enhance customer understanding.

• Maintained a deep knowledge of company products to offer accurate guidance.

• Resolved customer complaints and inquiries, achieving high satisfaction ratings. Deal

Aegis

Customer Service Representative Killeen, Texas Sep 2010 - Dec 2013

• Served as the main contact for patients and healthcare providers, facilitating mail order prescription services.

• Verified prescription details, patient eligibility, and insurance coverage to ensure accurate order processing.

• Provided reliable information on medications, dosages, and potential side effects.

• Engaged in ongoing professional development to stay current with industry trends and best practices.

GC Services

Customer Service Representative Copperas Cove, Texas Oct 2008 - Sep 2010

• Addressed customer inquiries related to utility services, billing, and account management via phone and email, ensuring a positive experience.

• Managed new service connections, account transfers, and disconnections while maintaining accurate records.

• Informed customers about energy efficiency programs and incentives, encouraging participation and reducing energy consumption.

Education

Ellison High School

General Studies, General Studies Killeen, Texas

Certifications

Certified Customer Experience Professional (CCXP)

Customer Service Excellence Certification

Certified Customer Service Professional (CCSP)

Phlebotomist CyberTex Institution of Technology Dec 2018 Skills

Remote Communication Tools, Customer Relationship Management (CRM), Zendesk, Effective Communication, Problem Solving, Conflict Resolution, Technical Proficiency with Customer Service Software, Data Entry, Microsoft Suite Skills

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