Service Representative Customer

DAVID A. CLOPTON

Columbus, OH ***** 614-***-**** ***********@*****.***

SUMMARY

Results-oriented and self-motivated professional with training from the Ohio Department of Corrections. Possesses excellent oral and interpersonal communication skills, with a strong background in de- escalation, crisis intervention, conflict diversion, and problem-solving. A healthcare professional with over 12 years of experience in the telecommunications line of business, demonstrating success in customer retention and alignment with business goals. SKILLS

• Customer Service

• Strong Communication

• De-escalation

• Crisis Intervention

• Conflict Diversion

• Problem-solving

• Team Collaboration

• Time Management

• Organizational Skills

• Leadership

• Phone and Email Etiquette

• Action-Oriented

PROFESSIONAL EXPERIENCE

Juvenile Correctional, Circleville, OH 01/2024 - Present Youth Specialist

• Provides safety, security, custodial care, and surveillance of assigned youth.

• Adheres to all DYS policies, procedures, rules, and regulations.

• Complete all required documents, reports, logs, and evaluations.

• Observes the behaviors and social interactions of youth and intervenes to de-escalate youth conflicts.

CareSource Health Care, Columbus, OH 12/2022 - 03/2023 Provider Service Representative 1

• Resolved, identified, and filed provider grievances.

• Provided quality service by responding promptly to members' and providers requests and complaints, and appropriately routing issues for timely resolution.

• Explained benefits, claims, and appeal procedures.

• Ensured adherence to all HIPAA and state requirements and regulations. Molina Insurance, Columbus, OH 08/2014 - 04/2021

Member Service Representative 1

• As a customer service representative, passed all mandatory training at 100% accuracy to meet state Medicaid/Medicare mandates.

• Worked with peers and other departments to respond to sensitive health issues with diplomacy and accuracy.

• Utilized good listening skills, empathy, and compassion to achieve exceptional customer satisfaction.

Discover Card Services, New Albany, OH 08/2011 - 08/2014 Account Manager

• Answered incoming and made outbound calls to current accounts, offering automatic payments and hardship programs to prevent future delinquencies.

• Made outbound calls to card members with delinquent accounts and transferred them to account specialists to set up payments.

• Collected payments through electronic checks and enrolled card members experiencing financial difficulties in programs to reduce debt and lower payments.

• Enrolled card members in automatic payments to eliminate late fees. EDUCATION

Ran Security Academy, Cleveland, OH, OPOTA Certification Northwestern Vocational, Columbus, OH, Automotive

Wehrle High School, Columbus, OH Diploma

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