Call Center Customer Service
Resume:
Gina Compoli
Multitasking Call Center Professional with a Proven Ability to Handle Complex Issues
Syracuse, NY 13206
************@*****.***
Professional Summary
Customer service professional with 13 years of demonstrated excellence in achieving company goals and successfully assisting customers in a call center setting
· Active listener
· Multitasking
· Computer skills
· Organizational skills
· Quiet private workspace at home for Remote
· Empathy
· Problem-Solving and Troubleshooting. ...
Authorized to work in the US for any employer
Authorized to work in the US for any employer
Work Experience
Office Administrator/Receptionist
Cardinal Health-Syracuse, NY
April 2024 to Present
· Customer Service Representatives and Customer Relationship Management (CRM)
• Handled a high volume of inbound customer calls, averaging XX calls per day
• Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information
• Utilized CRM software to accurately document customer interactions and update account information
• Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
• Assisted customers with troubleshooting technical issues over the phone, resulting in a XX% decrease in escalations to the technical support team
• Identified opportunities for process improvement and made recommendations that resulted in a XX
% increase in efficiency
Call Center Representative
MetLife-Remote
June 2022 to April 2024
Answer inbound call for claims and appeals
Chat with clients for insurance coverage and support. Update clients information in data base. Performs follow-up calls as needed. Conducts periodic policy reviews.Completes requirements and submits to underwriters. Communication with clients daily inbound calls emails and chat. Accessing customer accounts and policy schedules. Typing up complaint reports.
• Providing customers with detailed information about policies and products. Call Center Representative/Customer Service
NationsBenefits-Remote
December 2021 to May 2023
Managing large amounts of inbound and outbound calls in a timely manner
· Set up hearing appt for clients for hearing aids
· Verify Clients insurance to see if they are active
· Meet personal/team qualitative and quantitative target
· De-escalate situations involving dissatisfied customers, offering patient assistance and support
· Take customer calls and provide accurate, satisfactory answers to their queries and concerns
· escalate issues and concerns clients may have
· Always be very polite on the phone
· Calls for health insurance and sign them up for health insurance
· Explained products and benefits
•
Customer Service Representative
MEDICAL ANSWERING SERVICES (MAS)-Syracuse, NY
April 2019 to November 2021
Inbound and Outbound calls 100 plus daily also chat and emails with clients
· Identify customers' needs, clarify information, research every issue and provide solutions and/ oralternatives.
· Establishes policies by entering client information; confirming pricing.
· Maintains communication issues by reporting problems.
· topics
· Identifying customers’ needs, clarify information, research every issue and providing solutions
· Schedule appointments for clients with there Dr and or transportation
· Update clients information in the data systems
Call Center Customer Service Representative
Sutherland Global Call Center-Syracuse, NY
October 2010 to March 2019
· Call clients and customers to inform them about the company’s new products, services and policies
· Take customer calls and provide accurate, satisfactory answers to their queries and concerns
· Inbound and outbound daily at times 250 plus in daily calls
· Assisted customers with a warm and professional attitude
· De-escalate situations involving dissatisfied customers, offering patient assistance and support
· Guide callers through troubleshooting, navigating the company site or using the products or services
· Collaborate with other call center professionals to improve customer service
· Experience in many software
· Assisted customers with questions
· Kept records of customer complaints
· Assisted customers with a warm and professional attitude
· Handled emails, inbound calls, and outbound calls
· Booked appointments
· Managed customer accounts
· Handled billing issues and order inquiries
•
Education
Business Administration (Associate's degree)
Onondaga Community College-Syracuse, NY
May 1997 to June 1999
Skills
• Customer support (10+ years)
• Analytics
• VMWare (7 years)
• Human resources
• Communication skills (10+ years)
• Microsoft SQL Server
• Cash Handling
• Insurance Verification (10+ years)
• Data Entry
• Conflict management (10+ years)
• Salesforce (5 years)
• Telemarketing
• Siebel
• HCPCS
• Organizational skills
• Microsoft Outlook (10+ years)
• Managed care (5 years)
• Direct sales (5 years)
• Salesforce
• Active Directory
• Network Support
• CSS (10+ years)
• Inbound calls (10+ years)
• Operating Systems
• Leadership (10+ years)
• OSHA (5 years)
• Oracle (10+ years)
• Cold Calling (9 years)
• Medical Office Experience
• ServiceNow
• Microsoft Excel (10+ years)
• Documentation review
• Mobile applications
• Microsoft Exchange (10+ years)
• Inside sales
• Remote Access Software (9 years)
• ICD coding
• Technical support
• Java
• Time management
• Administrative experience
• SharePoint (10+ years)
• Phone Etiquette (10+ years)
• English
• Zendesk (10+ years)
• Supply chain
• Help Desk
• Customer Service (10+ years)
• Upselling (10+ years)
• VPN
• Microsoft Windows Server
• iOS
• Medical coding (4 years)
• Banking
• Microsoft Office
• Microsoft Dynamics GP
• Social media management
• Medical Scheduling (10+ years)
• Banking (4 years)
• System Administration (10+ years)
• Oracle (5 years)
• CRM Software (10+ years)
• Tax experience
• Live chat (10+ years)
• Microsoft Powerpoint (10+ years)
• Troubleshooting
• Workday (10+ years)
• Production planning
• Medical terminology
• Sales
• Filing (10+ years)
• Contracts
• Typing
• Windows
• Software Troubleshooting
• Microsoft Word (10+ years)
• Computer Skills (10+ years)
Certifications and Licenses
CNA
Class D
Additional Information
Currently looking for Call center customer service and or office administration. Have 13 years experience.
Contact this candidate