Customer Service & Enrollment Specialist

SUMMARY

Continuum- Enrollment Specialist **/**** - 11/2022

Process insurance enrollments, re-enrollments, terminations, and changes for individual and group health plans with accuracy and timeliness.

Enter and maintain member demographic information (address, date of birth, Social Security number, primary care provider, contact details) in internal systems. Respond to inquiries from members, employers, and brokers regarding plan selection, enrollment status, and required documentation.

Support Open Enrollment periods, handling high-volume data entry and assisting members with plan selection and submissions.

Ensure all member data is handled according to HIPAA privacy and data protection standards. TTEC - Customer Service/Chat Representative 10/2024 - Current Meet and exceed KPIs including CSAT, response time, chat resolution rate, and adherence to quality standards.

Handle an average of [50] concurrent chats per shift, resolving customer questions. Respond to incoming chat and email inquiries using a professional, friendly tone while maintaining proper spelling, grammar, and brand voice.

Customer-focused professional with strong communication, problem-solving, and active listening skills. Passionate about delivering high-quality service, resolving issues effectively, and creating positive customer experiences that build lasting loyalty.

Tina Fontenot

HOUSTON, TX 760- @icloud.

com

CUSTOMER SERVICE REPRESENTATIVE

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

• Excellent written/ oral communication

• Complaint resolution

• Report preparation

• Account management

• CRM/ Zendesk

• Typing 50 WPM

• Sales expertise

• Strategic sales knowledge

• Technical Support

Manage 60–100+ daily inbound calls to assist customers with billing inquiries, disputed charges, payment arrangements, and account updates.

Explain AT&T wireless, internet, and TV billing cycles, prorated charges, taxes, and promotions in a clear, customer-friendly way.

Process payments, set up auto-pay, apply credits and adjustments when warranted, and ensure payment confirmation.

Research and resolve billing discrepancies by reviewing account history, system records, and service plans.

Alorica- Call Center Representative

EDUCATION

Alief Early College High School - Houston, TX High school diploma 08/2021 - 08/2022

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