Remote Customer Service Representative

Curtis Finney

Customer Service Representative

770-***-**** • Atlanta, 30304 • ***********@*****.*** Work Experience

CUSTOMER SERVICE REPRESENTATIVE II

Johns Hopkins Heath Plans • Handover

**/**** – Present

Managed a high volume of diverse call types, including eligibility inquiries and complaints, within a fast- paced call center environment, maintaining a polite and professional demeanor to ensure positive customer experiences.

Executed data entry, documented interactions, advocated for members, and educated them on Medicare and Johns Hopkins Advantage MA policies, procedures, and benefits; conducted outbound calls to assist members with provider searches (primary care, specialists, Durable Medical Equipment, pharmacies, vision, and dental), schedule appointments, and connect them with community resources, programs, and services. Served as a role model and knowledge expert, collaborating cohesively with team members and internal departments to deliver outstanding customer service, foster a positive work environment, and build interpersonal relationships grounded in trust and reliability. Applied patience, active listening, strong verbal and written communication skills to resolve issues and concerns effectively on the first contact.

Employed multitasking, research, and proficiency across various resources (Microsoft Office, Teams, Google Suite, Skype, Facets, EPIC, Knowledge Base) and strategies to rapidly and effectively resolve issues, thereby enhancing customer satisfaction while adhering to departmental policies, procedures, and quality measures.

CUSTOMER SERVICE REPRESENTATIVE

Under Armour, Inc • Baltimore

08/2018 – 06/2019

Handled a high volume of calls in a friendly and professional manner within a busy call center environment. Enhanced customer satisfaction, trust, and revenue by accurately determining customer needs, processing new orders, upselling products, and clarifying information about company products and services. Processed credit card payments, exchanges, gift cards, and carrier claim requests. Resolved customer problems by actively listening, documenting details, clarifying issues, conducting research, generating reports, and exploring alternative solutions. Collaborated effectively with team members to ensure the delivery of outstanding customer service and maintain a positive work environment that supports departmental goals and objectives. CUSTOMER SERVICE ASSOCIATE

J C Penney’s • Columbia Mall

09/2014 – 08/2018

Addressed customer inquiries via telephone and in person regarding purchases, order status, and billing. Dedicated Customer Service Professional with over 20 years of experience in high-volume call centers and retail environments. Proven ability to manage diverse call types, document interactions, advocate for members, and educate clients on policies and benefits. Adept at multitasking, research, and utilizing various resources to resolve issues effectively, ensuring customer satisfaction. Eager to leverage strong communication and problem-solving skills to provide exceptional remote client support and guidance for Local First Arizona.

Recommended merchandise tailored to customer needs and preferences. Facilitated online product ordering and processed sales transactions. Delivered exceptional customer service to ensure positive experiences, foster customer loyalty, drive results, and generate repeat business.

Retail Sales Associate

Macy's Columbia Mall • Columbia Mall

11/2010 – 11/2013

Consistently ensured rewarding customer experiences to cultivate loyalty and drive repeat business. Applied strong customer service skills to achieve hourly sales and loyalty program standards, provide product knowledge to key customers, and ensure strict adherence to loss prevention controls and procedures.

Established and nurtured positive working relationships with customers, colleagues, and management through effective communication and a professional approach. Customer Service Associate

Wal-Mart • Cockeysville

11/2008 – 11/2010

Performed daily administrative and management tasks, including opening and closing registers, verifying and balancing transactions, processing returns and exchanges, and enforcing payment procedures. Proficiently utilized the point of sale (POS) system to accurately record customer purchases in a timely manner.

Managed the assigned department and area independently, encompassing merchandising, cleaning, and tagging in accordance with current strategies.

Customer Care Representative

Spherion; Finiti • Columbia

08/2007 – 11/2008

Leveraged outstanding problem-solving, analytical, technical, and research skills to consistently achieve and exceed all goals within a busy call center setting. Entered data into multiple databases, documented interactions, handled telephone calls, and resolved customer complaints regarding merchandise; provided accurate information and messages to callers; and managed call transfers.

Effectively supported CitiFinancial branches with title products and mortgage services. Customer Care Representative

The Freedom Point • Columbia

04/2006 – 08/2007

Provided strategic assistance and guidance to all customers regarding debt management of key products and services in a fast-paced call center.

Entered data to accurately update and maintain necessary files via computer. Collaborated with management and other departments to provide accurate and timely resolutions for all customer service and management concerns.

Monitored customer success outcomes on prescribed programs by applying various company resources. Customer Service Representative

Thomas Prometric • Baltimore

02/2005 – 04/2006

Provided support to candidates in the call center, overseeing all aspects of the certification/testing process from registration to successful test delivery.

Promptly resolved customer concerns and inquiries through the application of company-wide resources, data entry, multitasking, research, analysis, documentation, and problem-solving initiatives across all business areas.

Proficiently processed check and credit card transactions. Customer Account Executive

Comcast Cable • Washington

11/2003 – 02/2005

Managed a high volume of incoming customer calls in the call center, providing leadership and assistance. Utilized data entry skills to schedule and dispatch service calls, execute billing processes, establish, modify, and cancel accounts, and successfully sell cable and internet products and services. Education

Bachelor of Science - Business

University of Maryland • College Park

Proficient in Microsoft Office, CRM, SAP, RNT, EPIC, GOOGLE SUITE, TEAMS Skills

Data Entry Accounts Management Sales Microsoft Office CRM SAP RNT Customer Service and Relations Team Building Multitasker Conflict Resolution Strong experience in a fast pace high volume service oriented environment

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