Customer Service Representative

SH Shaketta Harrell

Tampa, FL ***** 813-***-**** adzhlo@r.postjobfree.com

PROFESSIONAL

SUMMARY

Encouraging professional and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

SKILLS Inbound/Outbound Calling

Service Recommendations

Member Relations

Appointment Scheduling and

Confirmation

Information Updates

Collaborative Environments

Call Volume and Quality Metrics

Insurance Practices

Case Management

Healthcare Operations

Patient Rapport

Clear Verbal Communication

Skills

Policy and Procedure Adherence

Correspondence Writing

Billing Adjustments and Refunds

Active Listening

Managing Multiple Tasks

Call Center Operations

Process Transactions

Conflict Resolution

Attention to Detail

Claim Processing

Benefits Explanations

WORK HISTORY PRIME MEMBER SERVICE REPRESENTATIVE 04/2021 to CURRENT Amazon Remote

Educated customers about billing, payment processing and support policies and procedures.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Promoted available products and services to customers during service, account management and order calls.

Handled inbound customer chat conversations from various websites. Documented all customer information accurately in computer system, providing dated notes for future reference.

Delivered prompt service to prioritize customer needs. CARE COORDINATOR INSURANCE FOLLOW UP 03/2019 to 04/2021 Home Helpers Remote

Determined need for special assessment activities for complex cases, effectively handling care plans.

Maintained accuracy, completeness and security for medical records and health information.

Posted billings to medical insurance providers.

Followed up on denials, late payments, extensions and other special circumstances.

Acted as subject matter expert, answering internal and external questions and inquiries.

Determined client needs and financial situations by listening and scheduling fact-finding appointments.

INBOUND CUSTOMER SERVICE REPRESENTATIVE 05/2016 to 02/2019 Alorica Tampa, FL

Answered phone with friendly greeting to create positive inbound calling experience for customers.

Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions. Resolved complaints to satisfy customers and encourage future transactions.

Promoted available products and services to customers during service, account management and order calls.

Documented and detailed calls and complaints using call center's CRM database.

Offered advice and assistance to customers, paying attention to special needs or wants.

SCHEDULING COORDINATOR 02/2015 to 04/2016

United Cab Of Tampa Tampa, FL

Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals. Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.

Acted as first point of contact and set appointments for prospective clients. Facilitated communications between customers and field personnel to answer questions or resolve concerns.

Answered phone calls and answered questions from potential customers. Addressed client inquiries and updated database information. CERTIFICATIONS CPR Certification First Aid Certification REFERENCES Available Upon Request

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