Service Representative Customer

Tracey M. Royal

**** ******** ** *****, ** ***** 813-***-**** ***************@*****.***

Experience

SAFELITE AUTO GLASS – SENIOR SERVICE REPRESENTATIVE 7/2024 – 5/2025

I worked remotely in the retail department taking calls from customers needing assistance with their windshield and glass replacement or repair. I also took calls from corporate accounts servicing their fleet vehicles. Worked closely with management to help increase the up sells of wiper blades and windshield sealant. I also provided quotes and schedules in home repairs/replacements as well as in shop repairs/replacement. Processed insurance and researched deductibles for work to be done.

AFLAC BENEFIT SOLUTIONS – CALL CENTER SPECIALIST 12/21 – 8/2023

I worked remotely taking calls from providers and members for HMO’s and PPO’s verifying benefits and explaining benefit limitations and or coverage to both providers and members. I handled preauthorization’s for Dental and Vision and provided claim status as well as eligibility. I also escalated claims and benefit plan changes as needed. I was laid off as a result of HMO’s ending their contract with Aflac which resulted in a lower call volume into the center.

WORLD TRAVEL HOLDING – NATIONAL LEISURE GROUP 5/2019 – 4/2020

I worked as a Customer Service Representative providing service to inbound customer in the travel industry. I booked and serviced reservations for the cruise industry. I also took payments and handled any problems or concerns clients had. I was laid off because of COVID 19. This was a work at home position.

SITEL ENROLLMENT SPECIALIST 10/2018-04/2019

·I worked Seasonal on Alight Campaign. Took incoming calls handling HR calls and Annual Enrollment for Health and Saving Plans for 30 Major Companies. Processed Appeals in coverage and handled follow up with clients regarding their account. This was a work at home position.

CAPITAL ONE CUSTOMER CONTACT SPECIALIST 10/2014-10/2016

·I worked one on one with the heavy spend department. Took incoming calls from card holders and processed information and data to handle the needs of the customer. One call resolution was expected. I met or exceeded the Metric for the position I held.

HILTON RESERVATION SALES SPECIALIST 02/2013-08/2013

·Provide world-class customer service to guests from all walks of life. Met or exceeded all metrics. I matched the customer’s needs to our properties and processed reservations, vacation packages and upsell products and amenities tailored to each individual guest’s needs. I was a Work at Home agent.

HOME SHOPPING NETWORK CUSTOMER SALES REPRESENTATIVE 08/2009-05/2012

· I was able to adapt easily to the Work at Home position and thrived at the variety of calls and the quick pace of each customer’s requests. I exceeded all goals set forth for this position. I was very good at upselling items resulting in increased revenue for the Company.

Skills & Abilities

PROFICIENT IN

·Microsoft Office Suite

·Microsoft Outlook

·Workday

·Avaya Phone System

·Client Specific Proprietary Software

Education

HIGH SCHOOL DIPLOMA 1977 H.B. PLANT HIGH SCHOOL

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