Customer Service Representative

Tonia Austin

410-***-**** *.*********@*****.***

A veteran of the United States Army who is a motivated customer support professional with excellent

organizational, written, and oral skills. I have a strong passion to help others which is demonstrated my

execution of excellent client care, team support, flexibility, and strict adherence to policies and

procedures. I am proficient in Salesforce, Amazon Workspace, Google Suite, Microsoft Office, IDX, Epic,

Outlook, Medical Manager and typing 60 wpm.

Experience

Compsych - Behavior Management Chicago, IL

Remote FMLA Customer Experience Specialist

• Respond to high volume of incoming calls

• Receiving, investigating and resolving all customer inquiries timely and accurately

• Handling customer service inquiries and problems

• Process all leave requests

• Ensuring all customer communication is clearly documented

• Educating caller to ensure resolution is achieved on first contact

• Build excellent rapport and identify the needs of clients

• Provide excellent customer service through active listening and compassion

• Using multiple systems and queues to research resolutions

• Escalate to appropriate state departments for resolutions

• Working in a team environment

Remote Customer Service Representative, Baltimore, MD

1st Choice Staffing - Maryland Health Connection

* Answer high volume of incoming calls

* Build excellent rapport and identify the needs of clients

* Benefit eligibilities, enrollments, and status of applications

* Complete health and dental enrollments, updates, and cancellations

* Use multiple systems while researching solutions

* Escalate to appropriate state departments for resolutions

* Follow through, flexibility to changes, and ability to take responsibility

* Working in a team environment

* Attend team meetings

ASK Consulting - HomeHelpMN Project Minneapolis, MN

Remote Customer Service Representative

• Respond to high volume of incoming calls

• Build excellent rapport and identify the needs of clients

• Provide excellent customer service through active listening

• Complete mortgage applications, updates, and cancellations

• Using multiple systems and queues to research

• Escalate to appropriate state departments for resolutions

• Follow through, flexibility to changes, and ability to take responsibility

• Working in a team environment

• Attend team meetings and trainings

ASK Consulting - MD Dept of Labor Project Baltimore, MD

Remote Customer Service Representative

• Respond to high volume of incoming calls

• Build excellent rapport and client retention

• Assist with initial claim applications, reopening claim, and unresolved issues

• Multitask while entering data and queues to research solutions

• Process potential fraud, employment, and income work items

• Escalate to appropriate state departments for resolutions

• Follow through and ability to take responsibility

• Working in a team environment

• Attend team meetings and trainings

TreCom Systems Group - Penny Healthcare Marketplace Havertown, PA

Remote Customer Service Representative

• Respond to high volume of incoming calls

• Greeting customers with enthusiastic, friendly, and helpful attitude

• Complete applications to enroll in quality health and dental plans

• Listen attentively, assist customers with benefit questions, and resolve complaints

• Assure customers have a full understanding of products and services

• Ensure customer's satisfaction while taking a patient-centric perspective

• Follow through, flexibility to changes, and ability to take responsibility

• Working in a team environment

• Attend team meetings and trainings

Amy's Compassionate Care Assisted Living Baltimore, MD

Caregiver Manager- Live-In

• Manage daily operations of facility and vendors

• Supervise and train employees

• Assist clients with developmental and mental health disorders in residential setting

• Implement morning wake-up, breakfast, school and day program preparation

• Assist with personal hygiene and home management skills

• Medication administering and monitoring

• Maintain cleanliness, organization, and functioning of home

• Complete daily logs, reports, and care notes

• Model and monitor daily living skills and behavior

• Daily logs, AWOLs, emergency procedures, safety and health intervention logs

• Plan activities and transport to appointments

Education/Training

• Certified Medication Tech, CPR/AED/First Aid, BLS, SCM

• Human Services, Jefferson Community & Technical College, Louisville, Kentucky

• Accounting, Strayer University, Baltimore, Maryland

• Maryland State Correctional Training, Woodstock, Baltimore, Maryland

• United States Army, Specialist/E3, Material Handler/Accounting Specialist

Contact this candidate