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H: (123) 456-7890
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Customer-oriented Customer Service Representative with over 10 years of experience providing world class customer service within a call center environment. Accomplished in providing excellent customer service to maximize satisfaction and experience. Committed to driving organizational goals relating to customer retention and revenue generation.
Call Center Agent
8/1/2014 – 6/1/2016
LJ Ross Associates, Inc. – Jackson, MI
Identified and handled customer inquiries and provided excellent customer service to resolve complaints and problems to customers’ satisfaction.
Educated customer on services and directed customers towards available resources for self-help.
Completed documentation to manage customer concerns, issues, and subsequent solutions.
Alerted management of issues and concerns requiring escalation for complete resolution.
Scheduled and assigned customer follow up in alignment with contact center guidelines.
Entered customer data into contact center database and associated data repositories.
Call Center Agent
1/1/2010 – 7/1/2014
Spherion – Mason, OH
Responded to basic customer inquiries by phone and written correspondence regarding retail and mail order prescriptions, and addressed client questions relating to insurance benefits members, provider contracts, eligibility, and claims.
Developed and maintained positive customer relations and coordinated internally to handle and resolve customer requests appropriately.
Supported and guided customer through personal options and decisions to help customer become knowledgeable of technology, tools, and resources.
Accessed and updated information relating to types of pharmacy coverage, services covered, provider networks, medical policy, benefits enrollment, and changes.
Customer Service Representative II
7/1/2006 – 1/1/2010
Cenpatico National – Cleveland, OH
Received inbound calls from members and providers, and researched and providing information regarding members’ eligibility, benefits, referrals, and authorizations.
Provided members with information relating to Provider Network and contacting or accessing providers.
Educated providers on submitting outpatient treatment requests for outpatient therapy.
Monitored CSR’s performance, recommended training opportunities, and facilitated training for employees.
Advised and coordinated with management to resolve urgent issues, and identified process improvements.