Customer Service Representative
Resume:
Keona Green
410-***-**** • *************@*****.***
Professional Summary
Professional, positive and upbeat Individual with over 5 years of experience in incoming and outgoing calls, correspondence, and daily communication with appointed individuals. Organized Customer Service Representative, well-versed in all aspects of administrative support. Very attentive to detail and accuracy. Exceptional phone etiquette and communication skills. Great reputation for resolving problems, improving customer satisfaction, and driving overall operation improvements. Reliable, accountable and eager to contribute to team success through hard work. Seeking employment as a diligent and thorough team player in a setting where I can apply my extensive experience as a in an effort to equip myself with the proper skills and etiquette to excel in my career choice in my future. Core Competencies
● 100% on time record.
● Commitment to career
● Efficiency
● Exude Professionalism
● Positive attitude, and prompt followup.
● Telephone skills.
● Scheduling.
● Documentation and Reporting.
● File and records Management.
● Customer/Client relations.
● Excellent verbal and written communication skills, including excellent PC skills.
● Ability to solve practical problems and deal with a variety of questions asked by patients, staff and others.
● Ability to calculate figures and amounts such as discounts and percentages. Achievements
● Demonstrated professional etiquette and manners, improving 30% positive feedback immediately.
● Frequently set up training materials, therefore, grew the effectiveness of the customer service department by 20%.
● Promoted to customer service manager in three months owing to excellence in delivering excellent client service.
Work Experience
Liveops
Remote Customer Service
● Conduct inbound and outbound customer service calls with customers.
● Creative problem solving.
● Quickly assess customer needs and provide sound solutions.
● Provide a high-level of customer service.
● Document details of all calls and customer interactions.
● Manage through multiple systems, programs, and screens simultaneously. August 2018 - December 2020
June 2016 - December 2018
June 2011 - June 2016
June 2011
Centene/Maryland Physicians Care
Provider Relations Representative
● Initiate and maintain effective channels of communication with service providers and clients.
● Gather, review, and verify all pertinent information relating to participating healthcare providers.
● Establish and maintain relationships with assigned healthcare providers through office visits, telephone calls, prompt resolution of issues, and excellent customer service.
● Conduct training of service providers on policies, procedures, service lines, and available technology.
● Answer questions from doctors offices on benefits.
● Gather, review, and submit relevant documentation needed for claims processing.
● Manage healthcare provider accounts to achieve company strategies and goals.
● Maintain a working knowledge of all applicable federal, state, and local laws and regulations regarding healthcare.
● Assist help desk staff with more complicated benefit queries received.
● Identify shortfalls in healthcare provision and initiate improvement opportunities. ARS
Call Center Representative
● Manage large amounts of inbound and outbound calls in a timely manner.
● Follow communication “scripts” when handling different topics.
● Identify customers needs, clarify information, research every issue and provide solutions and/or
● alternatives.
● Seize opportunities to upsell products when they arise.
● Build sustainable relationships and engage customers by taking the extra mile.
● Keep records of all conversations in our call center database in a comprehensible way.
● Frequently attend educational seminars to improve knowledge and performance level.
● Meet personal/team qualitative and quantitative targets. Med Star Health
Appointment Scheduler
● Speak with customers over the phone in order to schedule, remind and follow up on appointments.
● Email or mail reminders to customers or clients when appropriate.
● Add, cancel or make changes to appointments in the organization's schedule.
● Perform patient intake, including the completion and filing of all necessary records.
● Resolve appointment conflicts for staff and customers or clients.
● Schedule staff coverage in order to ensure the company's best operations standards.
● Produce and process schedules and reports as they are requested by administrative staff, customers or clients.
Education
High School Diploma
Edmondson Westside High School
● Graduated with a 4.0 GPA.
● Concentration in General Studies.
● Deans Scholarship Recipient.
● Honor Roll Recipient.
Awards
● Received customer service award three times for exceeding monthly upsell goals. References
Available upon request.
Contact this candidate