Customer Service Professional - 20+ Years, Remote Role-ready
Resume:
B
Twanda
Booker
tmorganbooker@aol.c
om
Sterling Heights, MI
48313
SUMMARY
My core focus has been the satisfied customer. I have continued to broaden by client base with different opportunities that focus on the satisfied customer and the progressive business model.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
SKILLS
Creativity
Leadership
Organization
Problem solving
Teamwork
Account updating
Complaint resolution
Data Entry
Information Security
Product Knowledge
Inbound and Outbound Calling
Upselling and cross-selling
Paperwork Processing
Data Collection
Researching
High-energy attitude
Microsoft Outlook
Multi-Task Management
Active Listening
Order Fulfillment
Microsoft PowerPoint
Microsoft Excel
Client Relations
Prioritization
Microsoft Office expertise
EXPERIENCE
Customer Service Expert
Arise/ Jan 2011 to Current
Act as first point of contact to resolve customer issues stemming from product purchase, return of damaged or defective products, processing orders, filing claims, technical issues arising from use of the client website, upsell and coordinate with vendors to satisfy the needs of each customer.
Patient Advocate
Sterling Heights, MI
Bristol Myers Squibb/ Oct 2023 to Mar 2024
Acted as liaison for hospital staff, physicians, patients and family members. Worked with patients to appeal insurance decisions and coordinated with providers to resolve problems.
Helped patients understand care, coverage and payment responsibilities and rights. Provided knowledgeable and compassionate service in response to patient questions and concerns.
Analyzed accuracy and completeness of patient documents such as insurance claims, medical bills and legal paperwork.
Gathered and analyzed patient information to determine special program eligibility. Liaised with staff from diverse hospital departments to bring about effective resolutions to range of issues.
Documented patient activities, problems with coverage and hospital actions. Managed database of patient information and frequently used computerized systems to track details.
Obtained necessary signatures for privacy laws and consent for treatment. Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
Professional Facilitator
Arise/ Jan 2019 to Jan 2023
Facilitate the training and education of new hires Lead self-paced class of 30-40 new hires for four hours each day Prepare for call taking
Evaluating implementation of client-based handling policy Hands on tracking of progress and readiness to move to call center environs Monitoring calls to facilitate reaching all metric goals. Customer Service Representative
Ameritech/SBC/ Jan 2000 to Jan 2005
Act as Lead for call center team
Take calls for new service or repair
Follow through on customer escalations
Process pay by mail
Some sales metrics included.
EDUCATION AND TRAINING
Associate of Applied Science: Health And Human Services Ultimate Medical Academy - Clearwater Expected in Nov 2025 Clearwater, FL
Business Management
Cass Technical High School Jan 1975
Business Management
Post University
PERSONAL INFORMATION
Title: Customer Service Expert
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