Customer Service Rep
Resume:
Belinda Milteer, Registered Behavior Technician
El Paso, US, 915-***-****, ************@*****.***
SUMMARY Enthusiastic professional with extensive customer service experience and a Master's degree in Human Services. Proven ability to resolve issues, ensure client satisfaction, and collaborate with healthcare providers, demonstrated by consistently high resolution rates (over 95%) and improved appointment adherence (20%). Adept at training and mentoring new employees, and improving team performance. Offer strong communication, problem-solving, and interpersonal skills to provide exceptional support and contribute positively to a team.
WORK EXPERIENCE
05/2024 – 10/2024 Customer Service Rep, MDLive Remote Facilitated patient navigation through virtual healthcare platforms, enhancing user experience.
Resolved patient inquiries and issues, achieving a 95% resolution rate on first contact.
Collaborated with healthcare providers to ensure timely communication and follow-up, which improved appointment adherence by 20%. Elevated customer service rates by 25% by delivering exceptional service in a high-volume environment.
Contributed to cross-departmental initiatives aimed at enhancing the overall patient experience.
Maintained accurate records of customer interactions, ensuring compliance with data protection standards.
10/2022 – 05/2024 Customer Service Rep, Cigna Remote Guided clients through inquiries regarding Medicare coverage options and eligibility.
Efficiently resolved customer issues, achieving a resolution rate of over 95%.
Executed follow-up calls to verify customer satisfaction and retention. Trained new employees on company policies and procedures, enhancing team performance.
Collaborated with healthcare providers to streamline service delivery for clients.
Documented customer interactions and feedback to refine service protocols.
09/2020 – 10/2022 Customer Service Rep, HGS/Aetna HGS Managed inbound calls for Aetna Medicare customers, ensuring efficient service delivery.
Established rapport with members by understanding their benefits needs. Actively listened to customers' concerns and addressed questions by resolving issues based on phone calls and correspondence from members.
Documented and tracked contacts with members, providers, and plan sponsors.
Clarified members’ rights and responsibilities in accordance with contractual agreements.
10/2020 – 08/2021 Customer Service Rep, Continuum Global Solutions El Paso Attentively listened to customers to grasp their concerns. Promoted additional products and features while highlighting their benefits. Demonstrated soft skills to deliver outstanding customer service. Provided detailed information to customers regarding their current plans and products.
Navigated through multiple computer applications swiftly and accurately. 02/2018 – 03/2019 Service Coordinator, Emergence Health Network El Paso Coordinated services and assisted individuals enrolled in Home and Community Services in accessing medical, social, educational, vocational, and other necessary support.
Monitored individual progress, assessed service needs, and linked individuals to available services through the HCS program while preventing and managing crises.
07/1997 – 02/2018 Member Services, American Automobile Association (AAA) of Texas El Paso Executed all travel agent responsibilities, including booking air, car, hotel, and domestic packages.
Surpassed sales goals for hotel, car, and land packages while successfully training all new employees on club systems.
Completed administrative cashiering reports and scheduled weekly staff tasks.
Implemented an inventory system to ensure a continuous supply of tour books, maps, and office supplies, facilitating uninterrupted member service.
Supervised the completion of TripTiks and conducted follow-up calls to members to maintain a high member satisfaction rate. EDUCATION
05/2014 – 06/2017 University of Capella
Masters of Science, Human Services
Online
09/2004 – 02/2008 University of Phoenix
Bachelor of Science, Human Services
Santa Teresa
SKILLS data protection standards cashiering
inventory system booking air
car hotel
domestic packages club systems
Customer Service communication
problem-solving teamwork
compliance training
emotional connection listening
Upselling soft skills
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