Seasoned Customer Service Specialist

MISTY CHAPMAN

Price, UT *****

****************@*****.*** / 1-801-***-****

SUMMARY

Practiced customer service professional with expertise and deep passion for helping customers. Successful at processing high-volume calls in fast-paced environments while maintaining detailed records and satisfying customers with successful resolutions. Experienced in maintaining privacy of confidential and sensitive information. Motivated team player committed to contributing to company success goals.

SKILLS

Customer Service Excellence

Problem Resolution

Documentation and Reporting

Verbal and Written Communication

Multitasking and Prioritization

Order and Refund Processing

Inbound and Outbound Calling

High Call Volume and Quality Metrics

Complaint Resolution

High-Energy Attitude

De-Escalation Techniques

Salesforce CRM

Call Center Operations

Patient Records Management

Data Entry

Patient Rapport

Workers' Compensation Claims

Computer Skills

Remote Work

MS Office

EXPERIENCE

Eligibility Specialist / State Of Utah DWS - Price, Utah 09/2023 - 05/2024 Provided excellent customer service showing empathy and a willingness to help. Processed client applications in accordance with established guidelines. Conducted detailed interviews with applicants to determine their eligibility for assistance programs. Attended regular training sessions to stay up-to-date on new rules and regulations. Ensured compliance with all applicable laws and regulations governing benefit programs. Informed applicants of other agencies providing useful or related assistance. Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits. Maintained comprehensive knowledge of program regulations, policies, and procedures. Customer Care Representative / Preferred Medical - Price, UT 11/2022 - 08/2023 Provide high quality customer service

Followed up on emailed or web-submitted adjuster inquiries within standard response times. Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.

De-escalated customer issues with proven conflict mediation and problem-solving abilities. Set up Worker Compensation Claims

Made outbound calls to pharmacies and case workers for workers compensation clients Effectively communicated with other employees and upper management to ensure complete care of customers MC

Evaluated the customer's needs and provided service options to meet their requirements Met annual goals

Call claims adjusters, Dr.offices, pharmacies and claimants Completed daily, weekly and monthly tasks

Documented customer correspondence in CRM to track requests, problems and solutions. Customer Service Representative / Vivint - Lindon, UT 03/2021 - 10/2022 Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Answered inbound calls, chats and emails to facilitate customer service. Demonstrated excellent communication skills in resolving product and consumer complaints. Developed strong customer relationships to encourage repeat business. Consulted with customers to resolve service and billing issues. Set up and activated customer accounts.

Customer Service Representative / SYKES - Orem, UT 08/2019 - 03/2021 Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Developed strong customer relationships to encourage repeat business. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Set up and activated customer accounts.

Assisted customers with making payments.

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Kept customer and system account information accurate and current to support timely resolutions for concerns. Maintained high satisfaction score by consistently resolving first-call issues. Delivered customer support to high call load each shift. Resolved service requests by individually troubleshooting and addressing user issues. QA Agent / GoHealth - Lindon, UT 08/2018 - 04/2019 Trained newly hired employees by explaining company procedures, job duties and performance expectations. Recommended improvement measures to production process to meet quality control standards. Maintained strong call control and quickly worked through scripts to address problems. Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.

Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth. Manager / Reno Royal Motel - Reno, NV 03/2017 - 06/2018 Managed 33 weekly, nightly, monthly motel rooms

Inspected hotel rooms and public spaces to determine cleanliness and need for room updates. Oversaw reservations received from direct calls and provided room availability information. Responded to and resolved guest issues or complaints. Advised housekeeping staff of rooms vacated and ready for cleaning. Assisted guests at check-in, providing information on various services within hotel. Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.

Accepted and processed customer payments in cash, credit cards and checks, checking for validity Scheduled annual and emergency maintenance

Fulfilled administrative duties including generating daily report and answering phones EDUCATION AND TRAINING

High School Diploma 05/1986

Provo High School - Provo, UT

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