Customer Service Specialist
Resume:
EXPERIENCE
PROFESSIONAL SUMMARY
CERTIFICATIONS
Dynamic and personable customer service specialist with over 20 years of extensive experience. Fluent in English, with a proven ability to work both independently and collaboratively. Demonstrated success in engaging with clients via phone and in-person to provide comprehensive information about products and services. Skilled in resolving client issues efficiently and referring grievances to appropriate departments for further investigation. Exceptional communication skills and adept at working with diverse populations, particularly in high-stress or fast-paced environments. Known for a strong work ethic, adaptability, and a commitment to continuous learning. Recognized for the ability to quickly recognize errors and implement effective solutions, ensuring customer satisfaction and loyalty. Proficient in utilizing Microsoft Office and basic office equipment, with a typing speed of 50+ words per minute at 90% accuracy.
EDUCATION
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CONTACT
SKILLS
Communication
Organization
Time-management
Data-entry
Problem-solving
Microsoft-Office
Work-ethic
Adaptability
Coachability
Typing
Leadership Skills
Strong Communication Skills
Handle Pressure/ Multi-Tasking
Indianapolis Urban League
Service Strategies Service Capability and Performance Certification: Certified Service Representative, 2019 Indianapolis Urban League
National Retail Federation Professional Credential in Customer Service and Sales
(Credential Number: LW033417462010), 2019
Indianapolis Urban League
National Retail Federation Professional Credential in Advanced Customer Service and Sales
(Credential Number: LW034347462010), 2019
Indianapolis Urban League
International Business and Training Association: Certified Business Professional in Customer Service, 2019
Indianapolis Urban League
New Beginnings Workforce Development Training Program, 2019 IUPUI
Patient Access Specialist Certificate, 2016
Arlington High School
High School Diploma, 1998 ?
2023- 2024
2024 - 2025
2021-2023
2019- 2020
Caregiver Care Coach
Medical Review Specialist
Nationwide Medical Review
Special Point of Contact (SPOC)-Level 3
Freedom Mortgage Corporation
Medical Review Specialist
LEANN N. HICKS
CICOA Aging & In-Home Solutions
Nationwide Medical Review
Service Strategies Service Capability and Performance Certification National Retail Federation Professional Credential in Customer Service and Sales National Retail Federation Professional Credential in Advanced Customer Service and Sales Certified Business Professional in Customer Service Workforce Development
Patient Access Specialist Certificate
Skills include organizing and managing drug test paperwork and lab results, maintaining confidential information in a database system, communicating effectively by telephone with customers, documenting all communications with customers and the Medical Review Officer, and reviewing and processing drug test results electronically in a computerized database environment.
Skills include assisting customers with mortgage-related inquiries, ensuring compliance with all laws and guidelines set forth by servicers and regulators. Served as a Special Point of Contact (SPOC) for customers throughout the Loss Mitigation process, providing consistent and reliable support. Proficient in documenting all communications with customers, maintaining accurate and detailed records. Demonstrated excellence in customer service, effectively addressing customer needs and concerns with professionalism and empathy. Skilled in navigating complex regulatory environments and providing clear, concise information to customers. Skills include organizing and managing drug test paperwork and lab results with precision, ensuring all documentation is accurate and up-to-date. Proficient in maintaining confidential information within a secure database system, adhering to privacy regulations and company policies. Excellent communication skills, particularly in telephone interactions with customers, providing clear and concise information. Experienced in documenting all communications with customers and the Medical Review Officer, ensuring a thorough and traceable record. Skilled in reviewing and processing drug test results electronically, utilizing a computerized database environment to ensure efficiency and accuracy. Demonstrates strong organizational abilities, attention to detail, and the capacity to handle sensitive information responsibly.
Experienced in conducting clinical and psychosocial needs assessments and follow-up visits for participants and caregivers, both in-home and via videoconferencing and telephone. Proficient in delivering care protocols according to participants’ brain care plans and departmental procedures. Skilled in assisting the care team with monitoring medication adherence and completing accurate, timely documentation. Capable of scheduling participant and caregiver visits, providing community resource referrals, advocacy, support, outreach, and follow-up. Adept at offering education, training, and coaching to enhance coping skills for participants and caregivers. Demonstrates effective communication with cognitively impaired participants and adherence to CICOA’s communication standards. Participates in team care coordination and case conferences, manages data entry into electronic records, and exercises judgment and critical thinking in identifying and escalating participants’ needs. Customer Service Specialist
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