Summary
Overview
Work History
Education
Skills
Timeline
Generic

Senterra Grier

Columbus,GA

Summary

Dedicated customer service representative with 1 year of experience in handling high-volume calls, providing technical support, and resolving customer issues. Proficient in navigating multiple computer applications and adapting to learn new call types. Possesses knowledge of healthcare terminology and products/services. Skilled in conflict management, problem-solving, and active listening. Authorized to work in the US for any employer

Overview

2
2
years of professional experience

Work History

Healthcare Appointment Setter

Faneuil
10.2023 - 11.2023
  • Handled a high volume of 100 outbound calls auto-dialed by the telephony system to schedule services.
  • Received 100 inbound callbacks to schedule services and/or perform other customer service activities.
  • Utilize a call script to position the value of the free-in home or virtual health risk evaluations and use scripted verbiage that will help overcome objections and offer rebuttals.
  • Navigate through multiple computer applications with speed & accuracy.
  • Adapt to learn new call types when business needs change & flex support in those areas.
  • Scheduled appointments efficiently, maximizing daily outreach and client engagement.
  • Managed client communications through phone and email, ensuring timely responses and follow-ups.
  • Utilized CRM software to track interactions and maintain comprehensive client records.
  • Collaborated with team members to enhance lead generation strategies and appointment-setting processes.
  • Conducted thorough research on potential clients, improving targeting accuracy for appointment setting.
  • Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.
  • Answered phone calls and answered questions from potential customers.
  • Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
  • Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
  • Screened potential customers to determine interest and requirements for products and services of company.
  • Utilized CRM system to track and manage leads, keeping appointments organized.

Customer Service Representative

Omnicare365
07.2023 - 09.2023
  • Advocate for the member and/or caller by making the interaction hassle-free. Some examples would include contacting providers, pharmacies, or ancillary providers.
  • Compassionately own problem through to resolution on behalf of the member in real time or through comprehensive and timely follow-up with the member.
  • Effectively ensures members are connected to appropriate specialists and/or enrolled in the correct programs, based on member’s needs and eligibility.
  • Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision)
  • Demonstrate knowledge of applicable products/services (e.g., benefit plans, disability, OTC, HRA,)
  • Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
  • Maintain knowledge of information/process changes due to healthcare reform by referring to applicable company resources (e.g., dependent age, removal of lifetime limits, free preventive care services, Loss of Medicaid)
  • Demonstrate knowledge of established workflows and support processes (e.g., available resources, Medicaid state specifics)
  • Identify inaccurate/inconsistent information found in systems/tools and communicate to appropriate resources.
  • Communicate common problems/questions presented by callers to appropriate Subject Matter Experts to drive continuous improvement.
  • Educate callers on self-service resources available to them and on their responsibilities regarding their health care coverage.
  • Refer members/callers to other resources applicable to their questions/issues where appropriate (e.g., pharmacists, prior authorizations, billing department, transportation, etc.)

Customer Service Representative

JC Penney
11.2022 - 04.2023
  • Provided customer service via telephone and other media sources to respond to customer inquiries ranging from merchandise, system support, placing orders, and troubleshooting and deescalating customer issues. May assess needs and suggest alternative products or services to drive add on sales.
  • Communicated with customers regarding availability of merchandise, shipping information, method of payment, transportation charges and other component costs of current or previous orders.
  • Researched charges and adjustments on previous orders.
  • Handled interactions with the customer in an efficient manner to meet key performance goals such as: Quality Assurance, First Contact Resolution, Customer Satisfaction, Average Handle Time and Hold Time.
  • Coordinated with .com Facilities, Customer Relations and Store leaders on specific orders, as needed.
  • Submitted adjustments for simple, shortage, promotional, damage and incorrect pricing on previous orders.

Customer Service Representative

VXI Global Solutions
05.2022 - 11.2022
  • Respond to customer inquiries and concerns via various communication channels, including phone, email, and chat.
  • Provide technical support and guidance to customers regarding Apple products, services, and software.
  • Troubleshoot and resolve customer issues, escalating when necessary to ensure a seamless resolution.
  • Assist with order processing, returns, and exchanges to ensure customer satisfaction.
  • Maintain up-to-date knowledge of Apple product portfolio and updates.
  • Document and update customer interactions in our support database for future reference.

Education

GED - undefined

Technical College System of Georgia
Columbus, GA
01.2017

Skills

  • Medicare
  • Home Health
  • HIPAA
  • Medical Terminology
  • Conflict Management
  • Problem Solving
  • VPN
  • Active Listening

Timeline

Healthcare Appointment Setter

Faneuil
10.2023 - 11.2023

Customer Service Representative

Omnicare365
07.2023 - 09.2023

Customer Service Representative

JC Penney
11.2022 - 04.2023

Customer Service Representative

VXI Global Solutions
05.2022 - 11.2022

GED - undefined

Technical College System of Georgia
Senterra Grier