Customer Service Representative
Resume:
LaKeebra Rollison
Dallas, TX *****
****************@*****.***
Professional Summary
Dynamic insurance professional with a proven track record at AAA Auto Club Enterprises, excelling in customer relationship management and sales. Skilled in dispatching and Microsoft Excel, I effectively resolve complex issues while maintaining composure under pressure, ensuring client satisfaction and achieving sales goals. Committed to delivering exceptional service and fostering strong partnerships.
Skills
Dispatching
Microsoft Excel
Machining
Telecommunication
Microsoft Windows
Microsoft Office
Computer skills
Calipers
Micrometer
Hospitality
Access control
Emergency response
Work Experience
December 2024 - Current
AAA Auto Club Enterprises - Coppell, US
Insurance Agent
Identify customer needs, recommending appropriate insurance products (personal lines, small commercial, and life insurance), building strong customer relationships, and maintaining partnerships with insurance company representatives, while also meeting sales goals and providing excellent customer service.
September 2022 - September 2024
Baylor Scott & White Health - Dallas, US
Level II Customer Service Representative, Dispatcher
Utilized telephony and software systems to identify and greet callers, document requests, and assign work tasks accurately.
Resolved challenging customer situations through effective communication strategies.
Escalated complex issues to leadership promptly for timely resolution.
Maintained composure and performed effectively during emergent and stressful circumstances.
Monitored web and email requests, ensuring efficient responses.
Evaluated and prioritized emergency calls to ensure urgent needs were addressed.
Passed competency checklists for dispatching urgent environmental services and technicians across facilities.
October 2017 - August 2022
Allstate Insurance - Dallas, US
Insert Machine Operator/Mail Clerk
Operated all Epic mail machines, APS, MPS, Gunther Bell and Howell equipment to produce insurance documents efficiently.
Monitored equipment for proper functioning and safety compliance.
Maintained inventory of supplies for machine operation and production needs.
Completed insurance documents to all customers and drop mail off at FEDEX.
November 2012 - October 2016
ATT Access Department - Dallas, US
Customer Service Representative II
Professional customer service skills in security relations, incoming and outgoing calls in a fast-paced call center, and skills regarding accounts received via phone or email.
Help employees and contractors in and out of secured locations using access badges.
Help technicians ping the IP address to ensure proper connections.
Secure access doors and document accounts fully.
Add or remove access.
Process new access cards for mailing and shipping.
Using small mail machines.
September 2010 - July 2012
Aetna - Dallas, US
Care Management Associate
Provide medical services including intake, screening and referrals to Aetna Medical Service Programs and act as a liaison between the and providers/members by answering calls and applying medical research including eligibility verification, COB, and benefits via telephone or fax.
Educates providers on prior authorization criteria and documents associated requests.
Identifies provider needs and refers to provider services for intervention.
Assist Case Management team with AD/CM letters and materials.
Ensures data integrity by correctly entering PA data and reporting any identified discrepancies to a supervisor.
Gathers, sorts and tracks information as requested to meet daily business needs.
Identifies and promptly reports any system issues to supervisor for resolution.
Education
August 2011
Jo Ready Training Richardson, TX
Certifications and Licenses
Driver's License
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