Customer Service Representative
Resume:
***** *** **** ****, ******, US, ***** • **.*********@*****.***
SHAWANA WHITE
Customer Service Representative
PROFESSIONAL SUMMARY
Customer Service Representative with over 14 years of experience in enhancing customer satisfaction and operational efficiency. Proficient in active listening, technical support, and CRM software to streamline processes and resolve complex issues effectively. Demonstrates a strong commitment to quality assurance and collaboration, aiming to leverage extensive expertise to drive positive customer interactions and service improvements. EMPLOYMENT HISTORY
CUSTOMER SERVICE REPRESENTATIVE/PATIENT INTERACTION 2024 - Present SCP HEALTH
CUSTOMER SERVICE REPRESENTATIVE 2016 - 2024
EVO MERCHANT SERVICES
• Responds to customer inquiries via phone, email, and chat, addressing product-related questions, order inquiries, and service issues promptly and professionally.
• Utilizes CRM software to document customer interactions, update customer information, and track issue resolution, ensuring accurate and thorough records.
• Collaborates with cross-functional teams to escalate complex issues, share customer feedback, and identify opportunities for process improvement.
CUSTOMER SUPPORT SPECIALIST 2014 - 2016
BAYLOR SCOTT AND WHITE
• Provided technical support and troubleshooting assistance to customers via phone and email, diagnosing issues and guiding customers through solutions.
• Educated customers on product features and functionality, empowering them to utilize products effectively and maximize value.
• Conducted product demonstrations and training sessions for new customers, ensuring a smooth onboarding process and fostering product adoption.
Communicate insurance details to patients, ensuring clarity and understanding. Provide accurate cost estimates, aiding informed financial decisions. Collect payments efficiently, enhancing revenue cycle management. Facilitate payment plans, offering financial support and guidance. Facilitated clear communication of financial options to patients, enhancing their understanding and confidence in managing healthcare costs.
Streamlined payment collection processes, ensuring timely revenue flow and reducing outstanding balances significantly. Coordinated with healthcare providers to align patient payment plans, fostering a supportive environment for financial discussions.
Maintained accurate records of co-pays and deductibles, contributing to financial accuracy and compliance with regulatory standards.
• Demonstrates strong problem-solving skills to resolve customer complaints, manage escalations, and exceed service level agreements.Facilitated effective communication between departments to enhance customer experience, resulting in increased satisfaction and loyalty.
Implemented a feedback loop with customers to address concerns, leading to noticeable improvements in service delivery and client retention.
• Assisted with quality assurance initiatives by providing feedback on support processes, documentation, and training materials.Delivered exceptional technical support, resolving customer issues promptly and enhancing overall satisfaction through effective troubleshooting.
Facilitated comprehensive training sessions, leading to improved user adoption rates and enabling customers to fully leverage product capabilities.
Partnered with cross-functional teams to refine support processes, resulting in measurable improvements in response times and service quality.
CUSTOMER CARE REPRESENTATIVE 2011 - 2014
AEGIS COMMUNICATIONS
• Provided exceptional customer service via phone, email, and chat, addressing inquiries, resolving issues, and processing orders accurately and efficiently.
• Demonstrated strong problem-solving skills to identify and resolve customer concerns promptly, resulting in increased customer satisfaction ratings.
• Maintained detailed records of customer interactions and transactions in the CRM system, ensuring accurate documentation and follow-up.
• Collaborated with cross-functional teams to streamline processes and improve overall customer experience. EDUCATION
HIGH SCHOOL DIPLOMA
David W. Carter High School Dallas, TX
SKILLS
CRM Software (Skillful), Microsoft Office (Experienced), Customer Service (Experienced), Problem Solving (Skillful), Data Entry (Skillful), Active Listening (Skillful), Communication (Skillful), Adaptability (Skillful), Collaboration (Skillful), Technical Support (Skillful), Quality Assurance (Skillful), Documentation (Skillful).
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