Customer Service Specialist with Escalation Expertise

Cecelia Bonner

267-***-**** *********@*****.*** Philadelphia, PA 19151

SUMMARY

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. SKILLS

• Process optimization

• Data evaluation

• Call Centers

• Customer relations

EXPERIENCE

Customer Service Specialist, Philadelphia Gas Works, October 2010-March 2021 Philadelphia, PA

• Displayed strong telephone etiquette, effectively handling difficult calls.

• Documented conversations with customers to track requests, problems and solutions.

• Assisted customers in making payments on accounts and setting up payment plans. Pre-Certification Specialist, Indepence Blue Cross, May 2004-May 2009 Philadelphia, PA

• Compiled data from source documents prior to data entry.

• Offered administrative task assistance, including database updates, email communication and document processing.

• Produced official reports of findings to meet regulatory standards and assist senior leadership with improving operations.

Senior Customer Service Representative, Independence Blue Cross, February 2000-May 2005 Philadelphia, PA

• Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.

• Managed processing, scheduling and execution of customer purchase orders.

• Assisted customers by answering questions, addressing concerns and providing current account information.

• Evaluated customer account information to assess current issues and determine potential solutions.

Customer Service Representative, Aetna US Heath Care, October 1998-February 1999 Blue Bell, PA

Answered 50+ inbound calls per day and directed to individuals or departments.

• Set up and activated customer accounts.

• Fielded customer complaints and queries, fast-tracking them for problem resolution. Review Clerk, Mellon Bank, April 1997-October 1998 Philadelphia, PA

• Updated spreadsheets and other document filing systems.

• Prioritized and organized tasks to efficiently accomplish service goals. Medical Receptionist, Family Health Care Centers Of Greater Los Angeles, August 1986-October 1996

Philadelphia, PA

• Answered phone calls to provide assistance, information and medical personnel access to maximize office efficiency.

• Handled all office supply ordering including ink cartridges, toner and paper

• Pleasantly greeted each patient and offered the desk sheet for easy sign-in.

• Took messages from patients and promptly relayed to appropriate staff.

• Compiled physical and digital documents, charts and reports to meet business and patient need.

• Greeted callers with enthusiasm, answering all phone calls by second ring.

• Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.

• Processed patient payments and scanned identification and insurance cards.

• Entered patient information, including insurance, demographic and health history into system to keep all records up-to-date.

EDUCATION AND TRAINING

High School Diploma

West Philadelphia High School, Philadelphia PA June 1969

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