Stephen Yura
Albany
Summary
Dynamic customer service professional with extensive experience at Trader Publishing Co., excelling in benefit verification and conflict resolution. Proven ability to enhance customer satisfaction through effective problem-solving and data management. Skilled in utilizing Microsoft Teams for collaboration, consistently achieving operational goals and fostering strong client relationships.
Overview
28
28
years of professional experience
Work History
Associate 1, Customer Care-Remote
Continuum Global Solutions
Dallas
04.2023 - 06.2024
- Facilitated inbound communications concerning Over-The-Counter item delivery placements.
- Actively listened to customers, addressing concerns and fostering rapport.
- Provided essential support in navigating inquiries, simplifying complex information.
- Utilized tools and resources to discover solutions tailored to customer needs.
- Empathized with customers, resolving concerns to enhance overall experience.
Benefit Verification Specialist-Remote
SpectraForce
Raleigh
11.2022 - 02.2023
- Verified and re-verified patient benefits for specialty drug coverage.
- Managed correspondence between patients, providers, and payers regarding authorization status.
- Resolved benefit coverage issues through effective troubleshooting.
- Documented and updated customer records based on insurance interactions.
- Collaborated with team members via Microsoft Teams to address concerns.
Client Service Representative-Remote Customer Service-Independent Contractor
ModSquad
Sacramento
07.2021 - 08.2022
- Resolved product issues and concerns through effective troubleshooting.
- Answered incoming calls from customers regarding billing inquiries, technical issues, product concerns.
- Documented and updated customer records following interactions.
- Provided comprehensive information regarding products and services.
- Managed customer inquiries to ensure prompt responses and satisfaction.
Independent Contractor-General Maintenance
MGGGLTD
Myrtle Beach
05.2019 - 03.2020
- Performed general maintenance on over 50 properties, ensuring optimal functionality.
- Executed painting, electrical replacements, and light cleaning tasks to maintain property standards.
- Addressed minor maintenance issues including tightening door handles and replacing smoke detector batteries.
- Replaced faucets and shower accessories to enhance overall property condition.
- Negotiated contracts with vendors for services and supplies.
Delivery Driver
NAPA Auto Parts
Surfside Beach
03.2018 - 05.2019
- Delivered auto parts to multiple service companies near Surfside Beach.
- Maintained a safe driving record throughout deliveries.
- Stocked supplies in store and performed light warehouse duties.
- Ensured accurate completion of all paperwork associated with deliveries.
- Loaded, secured, and unloaded cargo in a safe and timely manner.
Data Entry-Customer Service
Omni Energy Group LLC.
Myrtle Beach
03.2015 - 03.2018
- Compiled and sorted source data for efficient computer entry, establishing priorities.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Conducted testing of software and systems to ensure quality and reliability.
- Reviewed customer and account documents to identify deficiencies and resolved discrepancies.
- Maintained data entry standards by adhering to established program techniques.
Customer Service Manager
Trader Publishing Co.
Norfolk
09.1996 - 07.2001
- Oversaw daily operations of customer service representatives and data operators in e-commerce environment.
- Implemented toll-free call service unit for new and used car advertisements.
- Created and designed training publications to enhance operational efficiency.
- Researched and established training program for nationwide data entry project using Internet-based software.
- Maintained vehicle database management, contributing to success of AutoTrader.com.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
Education
Bachelor of Arts - Business Administration/Management
Alvernia University
Reading, PAAssociate Degree - Applied Business
SDGA
Myrtle Beach, SCSkills
- Customer service
- Benefit verification
- Microsoft Teams
- Data management
- Conflict resolution
- Problem solving
- Customer relationship management
- Time management
Career Overview
Dedicated Service Representative, with over twenty years of experience, motivated to maintain customer satisfaction and contribute to company success. Proficient in Word, Excel and most Adobe products.
Affiliations
- Sports
- Gardening/Landscaping
- Cooking
References
References available upon request.
Timeline
Associate 1, Customer Care-Remote
Continuum Global Solutions
04.2023 - 06.2024
Benefit Verification Specialist-Remote
SpectraForce
11.2022 - 02.2023
Client Service Representative-Remote Customer Service-Independent Contractor
ModSquad
07.2021 - 08.2022
Independent Contractor-General Maintenance
MGGGLTD
05.2019 - 03.2020
Delivery Driver
NAPA Auto Parts
03.2018 - 05.2019
Data Entry-Customer Service
Omni Energy Group LLC.
03.2015 - 03.2018
Customer Service Manager
Trader Publishing Co.
09.1996 - 07.2001
Bachelor of Arts - Business Administration/Management
Alvernia University
Associate Degree - Applied Business
SDGA
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