Customer Service Specialist
Resume:
Asia Thomas
Dallas, TX *****
*****.******@*****.***
Professional Summary
Great interpersonal skills. Able to remain calm during stressful situations. Very tech savvy. Multitasking different systems simultaneously. Fast-paced worker and learner. Able to adjust/adapt quickly to changes in procedures and systems. Remote and in office experience. Customer service is just fluid for me ! Able and ready to expand my knowledge and skills .
Authorized to work in the US for any employer
Authorized to work in the US for any employer
Work Experience
Customer Service Specialist
Security Services Group (S.S.G)-Dallas-Fort Worth, TX August 2024 to April 2025
• Promoted to tier 2 agent position within one month of working for company.
• Very fast learner, Able to remain calm in stressful situations
• Dealt with escalated calls and situations, transferred when needed.
• Worked as specialized agent, team lead, assisted supervisors as needed, trained tier 1 agents on calls. Familiar with submitting requests, verifying submitted PPI. And educating/informing applicants of FEMA program and operations.
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a XX% increase in customer satisfaction
• Familiar with microsoft teams, amazon workspace, Genesys, HSIN, Web Nemis, propbm etc.
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of minutes
• Developed strong product knowledge to effectively assist customers with their inquiries and provide accurate information on features, pricing, and availability
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions, resulting in a decrease in escalated cases
• Collaborated with cross-functional teams including sales, technical support, and shipping to ensure seamless order processing and delivery for customers
• Maintained detailed records of all customer interactions using CRM software, ensuring accurate documentation for future reference
• Identified opportunities for process improvement within the customer service department and implemented new strategies that reduced average handling time
• Participated in regular training sessions to stay updated on product knowledge, industry trends, and best practices for delivering excellent customer service
• Proactively followed up with customers after resolution of their concerns to ensure satisfaction and build long-term relationships
• Contributed ideas for improving overall customer experience based on feedback received from customers during interactions
• Recognized as top-performing team member multiple times based on metrics such as call quality scores, first-call resolution rate, and customer satisfaction ratings
• Effectively handled irate or upset customers by remaining calm under pressure and actively listening to their concerns before offering appropriate solutions Customer Service Representative
McKesson-Remote
April 2022 to March 2024
Handling inbound calls and chats regarding eligibility, enrollment,re-enrollment,copay assistance, claims, billing and patient plan inquiries/requests, account information. and program information. Assist pharmacies with claim processing, service requests and balances. Handling escalated situations in a calmly manner. Having great empathy and multitasking skills. Escalate/transfer customer issues to the appropriate staff and managers for resolution as needed. Outbound calls to pharmacies and patients as needed. Working as deduct assist agent to assist patients and pharmacists with payment details regarding benefits for medications.
Navigating systems and conducting research efficiently. Medical/pharmacy terminology. Paying attention to detail. Data entry, call center, and customer service remote experience . Familiar with Microsoft, Docusign, excel,Cms/Cart,propbm, salesforce, and soft sales.Five9 phone system and klyre Education
High school diploma
Skills
• Customer Care
• iOS
• Call Center
• Salesforce
• Home Care
• Documentation review
• English
• Cold calling
• Typing
• cleaning
• Microsoft Office
• customer service
• Customer Support
• Medical terminology
• Sales
• DocuSign
• Microsoft Excel
• CSR
• Live chat
• Communications
• Home Health
• Research
• Customer Service
• HIPAA
• Customer service
• Windows
• Computer Skills
• Care Giver
• Clerical experience
• Microsoft Outlook
Certifications and Licenses
First Aid Certification
CPR Certification
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