Customer Service Representatives

DERRANEKA GUILLORY

*******************@*****.*** +1-832-***-**** Beaumont, TX-United States

PROFESSIONAL SUMMARY

Flexible Customer Service Representative offering 8 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients.

WORK EXPERIENCE

Focus Beaumont, TX - United States

Call Center Agent May 2022 – Present

● Field inbound calls in a professional manner.

● Respond to and resolve customer questions.

● Research possible solutions to customer issues.

● Sell/Up sell products on customers accounts.

● Retain customers wanting to cancel services.

● Deescalate angry customers

BroadPath Healthcare Remote

Member Service Representative June 2021 – May 2022

● Verifying eligibility and coverage for prescribed medications.

● Providing information on membership fees, policies, processes, benefits, products, and services.

● Actively listening to members and identifying their needs.

● Explain medical plans to members, pharmacies, any additional verified call with whom agents work to resolve member issues.

● Documenting all inquiries and maintaining accurate membership records.

● If medication is not covered, work with the caller to determine what medication can be covered and assist with building prior authorizations for these medications. Lowes Remote - United States

Customer Service Associate August 2019 – June 2021

● Answer incoming calls and emails in an efficient manner.

● Identify customer questions, concerns, and overall needs.

● Provide accurate answers and solutions to customer inquiries.

● Help the sales team generate leads, identify potential leads and forward to sales reps.

● Redirect customers to appropriate teams and/or departments as needed

● Address customer complaints in a compassionate and patient manner. EDUCATION

● High School Diploma, Evolution Academy

SKILLS

● Call center (5 years)

● Customer Service (8+ years)

● Data Entry

● Multi-Line phone systems (3 years)

● Time Management

● Problem-solving skills

● Typing 60-80 WPM

● Communication Skills

● Troubleshooting Technical issues

● Computer Skills

● Customer complaint resolution

● Quality Assurance

● HIPAA

● Venipuncture

● Medical Records Management

● Healthcare

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