Call Center Customer Service
Resume:
Joseph Luc
Dallas, TX *****
*********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
QA and Compliance Representative
MEDICARE INSURANCE SOLUTIONS-Orlando, FL
August 2021 to Present
• Conducted regular training sessions for employees on quality control processes and best practices.
• Insuring company adheres to quality standards and regulatory for compliance guidelines across all company operations.
• Reviewing and performing audits, on Quality works and performance licensed health Insurance Sales
& Customer Service agents, Review all quality of customer interactions with all call center agents.
• Training staff, Agents/ Call center Reps through live monitoring and use of call recording systems and applications to ensure adherence to company contractual requirements, as well as all applicable federal and state laws and regulations, while also delivering a high-quality customer experience While providing actionable data and feedback to call center management and the leadership team. Health Care Specialist
Maximus Remote-North Carolina
March 2021 to October 2021
• Provided direct patient care and support to individuals in a healthcare setting.
• Maintained accurate patient records and documentation of medical history, symptoms, and treatment plans.
• Coordinated referrals to specialists or other healthcare providers as needed for further evaluation or treatment options.
• Managed appointment scheduling and cancellations for COVID-19 vaccinations, ensuring adherence to healthcare protocols and facilitating community access to essential services.
• Maintained accurate patient records and processed applications, utilizing Salesforce and EPIC systems to update case files, uphold HIPAA standards, and support patient confidentiality.
• Collaborated with healthcare professionals to develop personalized care plans based on individual needs and goals.
• Provided exceptional customer service by addressing patient inquiries, resolving concerns, and satisfaction.
Senior Customer Care Representative
Sears Holdings Corporation/Transformco-Lake Mary, FL May 2016 to March 2021
• Utilized CRM software to accurately document customer interactions, ensuring accurate tracking of inquiries and resolutions Handled inbound and outbound customer calls, providing excellent service and resolving issues in a timely manner. Utilized CRM software to document and track customer interactions, ensuring accurate record-keeping and follow-up actions.
• Responded to customer inquiries and resolved credit issues, ensuring accurate processing of payments and refunds.
• Coordinated and scheduled home improvement appointments, maintaining an average of 50+ sales- oriented calls per day.
• Managed online orders and facilitated credit card transactions, effectively handling both inbound and outbound customer service calls.
• Follow all prompts from call management system to provide the appropriate customer service. Handle all issues in accordance with best practices.
• Consistently met or exceeded monthly sales targets through effective upselling and cross-selling techniques.
• Provided exceptional customer service to a high volume of inbound calls, consistently meeting or exceeding performance metrics
• Demonstrated strong product knowledge to effectively address customer questions and provide accurate information.
Education
High school diploma
Maynard Evans High School-Orlando, FL
August 2014 to May 2017
Skills
• Quality management
• Organizational skills
• Leadership
• Microsoft Excel
• Communication skills
Certifications and Licenses
Certified Quality Auditor
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