Customer Service Call Center

CARINE GUIMDO ZIZONG

Columbus, OH

Number: 216-***-****)

Email: ****************@*****.***

Overall, I have 3 years of experience in communicative customer service. Skilled and driven customer service professional seeking for great customer service opportunities to meet up with companies’ requirements and achievements. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skills like outstanding active listening, multitasking, analytical, flexibility, time-management, team player mentality, good verbal and written communication skill and great organizational skill. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Amicable call center professional thriving in fast-paced customer service settings offering exceptional strengths in skills and knowledge. With a good background knowledge in IT and diverse customer service experience I am ready to help my new environment achieve its goals while increasing my skills and knowledge.

Skills

-Good with MacOS and different versions of Microsoft windows operating systems.

-Skilled when it comes to working Google and MS software’s and application.

-Experienced when it comes to working with MS office 365 like excel SharePoint etc.

-Good with communication and documentation.

-Experienced when it comes to using ticketing systems like Jira and ServiceNow.

-Skilled when it comes to working with virtual environments.

-Experienced with QuickBooks.

-Creative Problem Solving.

-Customer Relations.

-Project Management Abilities.

-Inbound and Outbound Calling.

-Fast leaner and good with understanding new environment.

-Data Entry.

-Issue and Complaint Relation.

-Customer Service.

-Verbal and Written Communication.

-Power BI

-Saleforce

-Google suit

-HIPPA

-Teams

-MS Office Suit

-Appointment Scheduling

-Account Updating

-Empathy

-active listener, multitasking, analytical, Positive, and professional, flexibility, time-management, team player mentality, good verbal and written communication skill and great organizational skill.

Employment History

SENIOR CUSTOMER REPRESENTATIVE

Tailored Management (Morgan Stanley). NOVEMBR 2023-PRESENT

•Assist clients with navigational support.

•Carried password reset in active directory and enable client’s username.

•Respond to customer calls and provided customers with their financial statements.

•Processed and sent invoices, adjustments, and credit memos to customers.

•Demonstrated excellent communication skills in resolving product and customer complaints.

•Worked with office 365, Google Suite and Salesforce.

•De-escalated problematic customer concerns, maintaining calm, friendly manner.

•Directed customer communication to appropriate department personnel.

•Worked with Jira, client360 and ServiceNow ticketing system for documentation and to create incidents.

•Completed transactions for membership renewals and extensions.

•Supported customers with online billing, access, and account issues.

•Used remote login tools like GotoResolve and Quick Assist to assist clients with technical and product questions.

•Cross-trained in multiple areas to support team members with high-volume task loads.

•Write authorizations to ensure claims are paid correctly.

•Multi-tasking by maneuvering through various computer programs and screens.

•Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded.

•Educate customers on financial issues and provided good explanation for their financial issues.

•Understanding and fully complying with all federal and state laws and regulations (HIPPA, Medicare Fraud, Waste and Abuse, etc.) regarding collections policies and procedures.

•Proactively identifies solutions to non-standard request.

INTAKE CARE SENIOR REPRESENTATIVE/CUSTOMER REPRESENTATIVE

(CIGNA) PYRAMID CONSULTING. MAY 2021 – NOVEMBR 2023

•Resolve customer complaints through independent problem-solving skills and one-call resolution.

•Provide knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing pre- scripted responses which they must read verbatim to provide basic general and claims specific information.

•Follow established and documented policies and standard operating procedures such as filing out timesheets, adhering to privacy rules and responding to numerous phone inquiries.

•Assist caller with filing out online application and submitting it electronically to plan provider for processing.

•Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were ready by the CSR to the caller.

•Worked with office 365, Google Suite and Salesforce.

•De-escalated problematic customer concerns, maintaining calm, friendly manner.

•Maintained knowledge of company products, services, and procedures to better serve customers and meet company goals.

•Refer calls as required to Customer Service Representative II.

•Completed transactions for membership renewals and extensions.

•Supported customers with online billing, access, and account issues.

•Maintain up-to-date knowledge of CMS regulations and policies as they apply.

•Cross-trained in multiple areas to support team members with high-volume task loads.

•Write authorizations to ensure claims are paid correctly.

•Multi-tasking by maneuvering through various computer programs and screens.

•Send eligibility requests to determine effective coverage dates or to verify correct benefits are loaded.

•Provide follow-up calls to participants to ensure correct information is given.

•Demonstrating a complete awareness and understanding of the responsibilities and workflows of the various departments within company.

CUSTOMER SERVICE REPRESENTATIVE

DIALOGUE DIRECT. JUNE 2020 - APRIL 2021

•Directed customer communication to appropriate department personnel.

•Customer Service

• Scheduled appointments, meetings, and events for management staff.

• Created and Documented incidents on ServiceNow and Jira.

•Calculated pricing applied discounts and collected payments to process transactions.

•Maintained accurate department and customer records.

•worked with all office365 tools like Excel, SharePoint, PowerPoint etc.

•Answered phone calls to direct callers, schedule appointments and provide general office.

•Guided administrative and professional staff through computer and software problems.

•Collaborated with management staff in meetings, took meticulous notes and distributed.

•Worked with google suite and salesforce.

•Received and route incoming calls and correspondence to promote timely communication.

•Managed incoming and outgoing mail, filing, and meeting coordination.

•Report problems that occur via the online system so they can be addressed by the appropriate parties.

•Understanding and fully complying with all federal and state laws and regulations (HIPPA, Medicare Fraud, Waste and Abuse, etc.) regarding collections policies and procedures.

•Provide information regarding appointments and medical services to facilities staff to assist members.

•Sometimes acts as a technical resource to others in own function.

•Plans, prioritizes, organizes, and completes work to meet established objectives.

Education and Certifications

GED EQUIVALENT

Bachelor, Marketing and Communications, University of Buea

Awards:

•Most punctual and polite staff of the year 2020/2021

•Most fascinating staff of the year 2020/2021

•5-star review customer service

•Customer rep of the month

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