Customer Service Specialist with 3+ Years Experience
Resume:
Veronica Ison
Customer service representative
Clintwood, VA 24228
**************@*****.***
Professional Summary
Accomplished Customer Service Representative with over 3+ years of experience in customer service and call center environments. Skilled in managing high-call volumes, inbound/outbound calls. Expertise in call management, conflict, resolution, support, and CRM software. Committed to delivering exceptional customer experiences and driving continuous improvement. Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Sykes Sitel Foundever remote-Wise, VA
August 2021 to June 2025
Customer service representative for Foundever handling high volume calls. Inbound/outbound calls for Freedom Fertility, for customers pertaining to new prescriptions for there medications. Multitasking, working with CRM software, conflict resolution. Freedom Fertility is a specialty pharmacy, specializing in specialty medicines and compound medicines. Setting up prescriptions for individuals, schedule delivery for medications, taking credit card payments, billing insurance, ordering refills. Checking tech support for Prior Authorizations, along with webex chat support. Customer Service Billing Representative
Sykes Sitel Foundever remote-Wise, VA
August 2021 to June 2025
Continuing employment for Foundever just in a different line of business. Taking high volume calls, multitasking, conflict resolution. Working on CRM software, and accessing webex support chat. Taking escalated transferred calls from patient care advocates, specializing in billing issues and questions concerning customer accounts. Customers with outstanding balances, we made sure primary insurance and co pay assistance has been billed, and properly credited on customers accounts to resolve outstanding account balances. Setting payment arrangements up when necessary. Helping customers resolve any issues concerning there medication bill, so they may order there medications. Certified Nursing Assistant
Home Nursing Company-Clintwood, VA
August 2019 to May 2021
Working as a Certified Nursing Assistant, providing Home Health Care to patients with disabilities, such as checking patients vital signs, providing assistance with bathing and dressing. Medication management, providing wound care, and following a plan of care for the patient. Each visit was charted and documented accordingly.
Certified Nursing Assistant
Heritage Hall-Clintwood, VA
April 2015 to August 2019
Working as a certified Nursing Assistant, in a nursing home/rehab facility. Following a patients plan of care. Assisting patients with bathing, dressing, feedings and their everyday living skills. Assisting patients with range of motion and transferring when needed. Checking daily vital signs and charting and documenting on patients daily.
Education
Certified Nursing Assistant (In class training)
Heritage Hall
February 2015 to April 2015
Pharmacy technician (College)
Mountain Empire Community College-Big Stone Gap, VA August 2002 to May 2007
Studied general studies, pharmacy technician program Skills
• Customer service
• Conflict resolution
• Communication skills (10+ years)
• Phone etiquette
• Typing
• Microsoft Outlook
• Team work
• Time management
• Call center operations
• Microsoft Office
• Pharmacy technician experience (5 years)
• CRM software
• Multitasking
• Data analysis
• HIPAA (10+ years)
• Windows
• Problem solving
• Zoom
• Active listening (10+ years)
• Microsoft Word
• Microsoft Excel
• Organizational skills (10+ years)
Certifications and Licenses
Driver's License
March 2019 to March 2027
VA Drivers License
CPR Certification
August 2015 to August 2026
State Tested Nursing Assistant
August 2015 to August 2026
Certified Nursing Assistant.
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