Call Center Advisor Resume Samples

Description :

1. Answered inquiries by clarifying desired information; researching, locating, and providing information.
2. Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions.
3. Escalated unresolved problems.
4. Fulfilled requests by clarifying desired information; completing transactions; forwarding requests.
5. Sold additional services by recognizing opportunities to up-sell accounts; explaining new features.
6. Maintained call center database by entering information.
7. Kept equipment operational by following established procedures; reporting malfunctions.

Experience

2-5 Years

Level

Junior

Education

BS In General Studies

Description :

1. Assisted customers with general billing and payment related questions as well as walking customers through using their phones and various online systems.
2. Assisted the customers with their technical or billing issue while also calming them and letting them know how we would resolve their issues.
3. Performed callbacks to customers who had asked to speak to higher management about their issues.
4. Educated them on the MBR program and steps they could take to help prevent them from being further impacted.
5. Became part of the Final review team for MBR program, the highest level of management for the MBR program.
6. Updated job knowledge by participating in educational opportunities.
7. Enhanced organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Experience

10+ Years

Level

Senior

Education

GED

Description :

1. Answered an average ofahundred and twenty calls per day by addressing customer inquiries, trouble shooting, solving problems and providing new product information.
2. Greeted customers entering the store to ascertain what each customer wanted or needed.
3. Described the On Star product to customers and accurately explained details and directions carefully andadvisedcustomers that we offered hand free minutes.
4. Helped very angry customers through crises situations during the hurricane season.
5. Earned management trust by serving as key holder, responsibly opening and closing the call center also trained and managed team members.
6. Politely assisted customers via telephone and also by email.
7. Communicated with vendors regarding back order availability, future inventory and special orders regarding hand free minutes

Experience

5-7 Years

Level

Executive

Education

GED

Description :

1. Scheduled appointments for Children's Hospital of Michigan Cardiology, Orthopaedic, and Gastroenterology outpatient clinics, both for physician appointments as well as outpatient testing.
2. Obtained all necessary demographic and insurance information for the patient.
3. Searched through electronic medical records (EMR) to obtain and advise patients on proper diagnosis and appropriate follow up times.
4. Verified patient insurance via internet, phone, and fax, and determines whether a referral/authorization is required.
5. Successfully acquired an average of two hundred new customers per month, generating a seventy % growth in revenue.
6. Confirmed service level agreements are met and providing end-to-end customer support resulting in accurate and efficient transactions / inquiry resolution and high levels of customer satisfaction.
7. Handled high volume inquiries related to benefits, payroll, retirement and other HR related issues from first contact.

Experience

2-5 Years

Level

Junior

Education

MS

Description :

1. Communicated value-added benefits of consumer-related account (Health Allies), a discount savings program of United HealthCare to its customer base for the prevention and maintenance of their own overall healthcare needs.
2. Advised consumers of these hidden assets further enhance their vision and dental care and promoted their companies wellness programs.
3. Assisted healthcare providers in the management of patients insurance by providing benefits quotes.
4. Searched the databases in a timely and thorough manner to provide providers such as nurses with accurate information; thus ensuring the insurance company in securing potentially lost revenues.
5. Selected to provide consumer-related laboratory testing services to the end-user (patient) for his or her doctor.
6. Tested results filled a gap in the deflating healthcare dollars of consumers and some physicians alike.
7. Answered incoming telephone calls, taking about 85-101 calls per day and responding to customer questions and solving problems according at standardized procedures while maintain a courteous manner.

Experience

5-7 Years

Level

Junior

Education

Associates Of Arts

Description :

1. Provided inbound support calls for Apple iPhone devices.
2. Answered questions concerning iPhone ability and performances.
3. Provided support on how to use apps, reset iPhone, and troubleshoot.
4. Guided customers on the use of iPhones and iTunes.
5. Ensured call resolution in a timely manner.
6. Met average handle time requirements for the program.
7. Provided excellent customer services to students and instructors alike for technical support for over 100 schools, including some schools that are out of this country (UK, Australia etc.).

Experience

2-5 Years

Level

Executive

Education

GED

Description :

1. Accurately scheduled outpatient diagnostic appointments.
2. Obtained complete and accurate patient demographic information.
3. Verified insurance, benefits, eligibility and coverage.
4. Pre registered patient prior to appointment date.
5. Provided patient with preps according to department guidelines.
6. Placed outbound calls to schedule appointments at Children's Hospital.
7. Provided accurate troubleshooting for various issues and to be kind to all callers.

Experience

7-10 Years

Level

Management

Education

MA

Description :

1. Maintained a thorough understanding of mutual fund operations products, services, and affiliated systems including the DST and Thrivent systems and applicable operational policies and procedures.
2. Built and maintained a high quality and professional working relationship with all field professionals, shareholders and internal business units.
3. Provided quality customer service by providing detailed, accurate and timely communications to ensure the field and clients have a reasonable understanding of the operational status of the account.
4. Accurately processed all mutual fund transactions on a timely basis to achieve the best possible results for the member and representative, adhering to the applicable industry regulated guidelines.
5. Accurately processed various transactions via phone work including transfers, disbursements and other maintenance requests.
6. Provided classroom instruction and coordinate on-the-job training (OJT) for newly hired employees and all Emergency Management Dispatchers.
7. Formulated and implement training plans, directives and procedures for Emergency Management Dispatchers and Lead Dispatchers.

Experience

2-5 Years

Level

Executive

Education

Associate In Psychology

Description :

1. Received emergency and non-emergency dispatch service requests by telephone, mobile radio calls, or automatic alarms.
2. Relayed significant information regarding hazards to dispatch and emergency personnel that may be present at the emergency scene.
3. Utilized computer programs to access and secure sensitive areas, control gate access functions, recall logged events, track and relay information on special operations and maintain alarm location diagrams.
4. Led broker call center retention strategy, with a focus on highest producing broker partners.
5. Developed coordinated internal and external customer engagement strategies to optimize customer onboarding by distribution channel, ensure alignment across customer communications, and resolve customer issues.
6. Identified trends impacting customer retention and partner with sales team and external partners to implement process improvement and other projects, with a focus on measurable results.
7. Optimized customer touchpoints to improve customer experience and reduce customer disenrollment and complaints to Medicare.

Experience

2-5 Years

Level

Executive

Education

GED

Description :

1. Delivered trainings and presentations to internal and external distribution teams to ensure awareness of Cignas value proposition and key customer experience strategies.
2. Collaborated with Sales Effectiveness to develop communication and trainings focused on customer experience and retention and identify capabilities critical to customer retention.
3. Collaborated with Sales Enablement to identify tools and technology to assist sales agents in customer retention efforts.
4. Evaluated proposals from external partners to identify opportunities to improve customer experience and retention.
5. Determined impact of acquisition strategies on customer retention and advocate for strategies that maximize growth and customer lifetime value.
6. Experienced in customer acquisition and retention, expertise in Medicare Advantage plan or broker strategy preferred.
7. Developed strong, collaborative working relationships and establish a high level of credibility across functions, lines of business, and organizational levels.

Experience

2-5 Years

Level

Executive

Education

G.E.D