Customer Service Call Center

ROYCE L .FORD

Objective

Seeking a work from home part-time position with a company which will require me to utilize my skills, abilities and experience to ensure the company’s success.

Employment History:

Elevance (Anthem) Las Vegas, NV 12.2021 – 09.2025

Customer Service Agent - Call Center (AHG)

Randstad (Anthem) Las Vegas, NV 04.2021– 12.2021

Customer Service Agent - Call Center (AHG)

Knoah Solutions Las Vegas, NV 11.2019 – 4.2021

Customer Service Agent - Call Center

●Provide customer service via Email & Voice

Ttec (In Bound Call Center) Las Vegas, NV 07.2017 – 08.2019

Customer Service Agent - Tax &Credit

• Provided customer service via Email & Chat

Insurance Sales Agent - Medicare

• Provided customer service & sales of Medicare Advantage insurance sales during open enrollment

Trainer - MedicareAdvantage

• Trained and coached New Hire customer service agents in call center environment, documentation and reporting, arranged for system access, client calibrations to meet metrics, developed materials, provided leadership, active role model.

Employment Search 12.2016 - 06.2017

Sutherland Global, Inc. Las Vegas, NV 04.2016 - 11.2016

Training Specialist (Medical Insurance)

• Dedicated Client Trainer

• Training/Coaching to New Hires

• Documenting performance to support Operations

• Requesting/follow-up for IT credentials for system access

• Participating in client calibrations to meet metrics

Employment Search 01.2016 - 03.2016

EGIS, Inc Las Vegas, NV 12.2011 - 12.2016

Lead Trainer (Prescription Insurance)

• Training/Coaching to New Hires

• Documenting performance to support Operations

• Requesting/follow-up for IT credentials for system access

• Providing up-training as needed to enhance agent experience

• Developed support materials for on-going initiatives

Team Lead/Supervisor

• Retaining and developing respective team members

• Consistently met all KPIs

• Leading effective and profitable results for team members

• Administer company policies, best practices and SOPs

• Providing leadership and motivation while ensuring positive work environment

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