Bernice Willis
Dallas
Summary
Customer Service Representative with extensive experience in disability claims processing and customer support. Expert in utilizing CRM software to enhance customer interactions and resolve inquiries efficiently. Proven track record of improving customer satisfaction through effective communication and problem-solving skills. Dedicated to fostering team collaboration and sharing best practices in customer service operations.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
Work History
Contact Center Representative II
The Standard
04.2024 - Current
- Reviewed disability claims for accuracy and completeness.
- Assisted customers with inquiries and resolved issues efficiently.
- Utilized CRM software to log customer requests and track follow-ups.
- Educated customers about products and services to enhance their experience.
- Processed transactions and maintained accurate records for customer interactions.
- Collaborated with team members to share insights and improve service delivery.
- Resolved customer complaints in a professional manner.
Contact Center Representative II
Elevance Health
04.2022 - 04.2024
- Evaluated disability claims for accuracy and completeness.
- Assisted customers with inquiries via phone, email, and chat support.
- Documented customer interactions and updated account information accurately.
- Processed claims using specialized software systems efficiently.
- Communicated with clients to gather necessary documentation.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments.
Rehabilitation Specialist
WellStar Kennestone Hospital
03.2018 - 10.2021
- Assessed patient needs and developed tailored rehabilitation plans.
- Collaborated with multidisciplinary teams to coordinate patient care.
- Implemented therapeutic interventions to enhance patient recovery processes.
- Educated patients and families on rehabilitation techniques and home exercises.
- Monitored patient progress and adjusted treatment plans as necessary.
- Trained new staff on rehabilitation protocols and best practices.
- Maintained a safe environment by adhering to OSHA regulations.
Education
Certified Behavioral Therapy - Psychosocial Rehabilitation Specialist
Florida Career
Miami, FL 01.2007 - 12.2007
Skills
Timeline
Contact Center Representative II
The Standard
04.2024 - Current
Contact Center Representative II
Elevance Health
04.2022 - 04.2024
Rehabilitation Specialist
WellStar Kennestone Hospital
03.2018 - 10.2021
Certified Behavioral Therapy - Psychosocial Rehabilitation Specialist
Florida Career
01.2007 - 12.2007