Customer Service Representative

Shelia Broadnax, Customer Service Representative

Spencer, 24165, US, +1-336-***-****, ********@*****.*** SUMMARY Dynamic Customer Service Representative with over 5 years of experience in healthcare and customer support. Proficient in providing high-quality service and support in roles such as Intake-Prior Authorization Agent at CVS Health, where active listening and effective issue resolution were crucial. Recognized for maintaining quality scores and earning awards for unit saves at previous positions. Committed to enriching patient experiences through attentive service and effective communication, poised to contribute to the success of any healthcare organization.

WORK EXPERIENCE

11/2021 – Present Intake-Prior Authorization Agent, CVS Health Richardson, TX Validated medication requirements for prior authorization for both doctors and pharmacies.

Communicated timely updates regarding medication statuses. Delivered exceptional customer service to all callers. Executed tasks efficiently and within established timelines. Employed active listening skills to resolve caller issues during the first contact.

03/2019 – 03/2021 Travel Consultant Professional AHA, Intelenet Global Services/ Teleperformance

Greensboro, USA

Facilitated travel arrangements for American Express cardholders, including bookings for travel, hotels, and car rentals. Provided comprehensive pricing information and guided the usage of earned points for travel costs.

Informed clients of rules, restrictions, and policies related to card usage as well as hotel, airline, and car rental services.

Upheld quality expectations and performance scores to ensure client satisfaction.

Maintained high standards of customer service on every call. 04/2019 – 03/2021 Home Reservations Agent, IntelenetGlobal/ Teleperformance Campbell, KY Assisted travel agents with flight and hotel resort bookings. Modified and corrected reservations as necessary.

Coordinated hotel and flight packages promptly and efficiently. Consistently provided friendly and courteous service. Achieved high quality scores by managing email confirmations and prompt communication.

Ensured accurate completion of accounting forms as required. Confirmed the correctness of information entered in bookings. 11/2018 – 03/2021 Customer Service Representative, Alorica Greensboro, NC Responded to customer inquiries regarding the delivery of ordered items. Rescheduled and canceled orders as needed.

Processed replacement orders and returns for consumers and Home Depot agents.

Delivered ongoing customer service to maintain satisfaction. Presented options to consumers to assist with saving units in their homes. Recognized for monthly unit savings achievements while consistently meeting quality expectations.

02/2017 – 11/2021 Cashier/Customer Service, Murphy USA Eden, NC Welcomed customers with a friendly demeanor.

Scanned items and ensured accurate pricing while processing payments via cash, check, credit and debit cards, as well as gift cards. Validated and accurately scanned coupons.

Provided correct change to customers during transactions. Addressed customer inquiries and managed cash drawer counting. Stocked merchandise and maintained drink coolers as needed. Consistently ensured accurate monetary amounts with no discrepancies. Completed all required training successfully.

02/2016 – 12/2017 Annual Enrollment Specialist, Aon-Hewitt Winston-Salem, NC Executed employee enrollments in annual benefits programs offered by employers.

Delivered detailed explanations of available benefits. Clarified the medical, dental, and vision benefits along with their associated costs.

Facilitated direct telephone communication with all benefit carriers. Utilized de-escalation techniques to effectively manage interactions with irate employees.

Managed multiple telephone lines while ensuring high-quality scores mandated by team leads.

Provided consistently courteous service to each employee. 04/2016 – 11/2018 Technical Support Representative, Results Companies Martinsville, VA Delivered technical assistance to customers resolving television issues. Processed account payments efficiently.

Provided sales information and facilitated upgrades to customer cable packages.

Leveraged computer programs to multitask while communicating effectively with customers.

Maintained appropriate quality expectations as set by management. 06/2014 – 11/2016 Wireless Care Representative, Conduit Global Greensboro, NC Resolved issues related to malfunctioning cell phones. Engaged positively with customers daily.

Demonstrated punctuality and readiness to work.

Negotiated calmly and effectively with customers to reach resolutions. 05/2013 – 12/2015 Supervisor, Med Tech Mayodan, NC Administered medications to elderly residents in an assisted living facility. Provided 24-hour care to residents.

Oversaw a team of 3 resident aides during shifts.

Communicated professionally with administration and family members regarding resident well-being.

03/2011 – 11/2013 Supervisor, Med Tech Winston-Salem, NC Monitored resident aides for adherence to job responsibilities. Administered medications to all 70 residents in a timely manner. Ensured the medication room remained clean and organized at all times. Relayed essential information regarding residents to family members and administration.

04/2010 – 10/2012 Counselor, CC&A Home Services Greensboro, USA Administered medications to adolescent girls promptly. Provided transportation for scheduled appointments. Communicated with medical professionals regarding the behaviors and well-being of the girls.

Maintained accurate and valid notations for each girl in care. 02/2008 – 11/2012 Night Auditor, Days Inn of Greensboro Greensboro, NC Managed the switchboard while handling incoming calls. Accurately checked guests in and out of the hotel. Conducted and balanced the nightly audit consistently. Provided directions to areas of interest as needed. EDUCATION

08/1988 – 06/1991 Stoneville High

Diploma, High School

Stoneville, USA

08/1991 – 09/1992 Rockingham Community College

No, Business Administration

Wentworth, USA

SKILLS Email usage Typing

Microsoft Excel IT

Data entry Telemarketing

Microsoft Word Pricing

Microsoft Office Call Center

Windows QuickBooks

Microsoft Outlook SharePoint

Sales Computer Operation

Conflict management Customer service

Senior Care Management

Negotiation Administrative experience

Data collection Phone etiquette

CSR Computer literacy

Inside sales Medical terminology

Time management Medical office experience

Medication Administration Microsoft PowerPoint

Customer Care Communication skills

Customer Support Organizational skills

Writing skills

LANGUAGES English

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