Danielle Hill
Brookhaven
Summary
Dynamic customer service professional with extensive experience at Sagility, excelling in problem resolution and client relations. Proven track record of enhancing customer satisfaction through active listening and critical thinking. Skilled in data entry and adept at utilizing Microsoft Excel to streamline processes, contributing to increased loyalty and repeat business.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Sagility
03.2021 - 07.2024
- Maintained knowledge of products and services to support informed customer choices.
- Provided feedback on service challenges to improve overall customer experience strategies.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Claims Examiner
Maximus
05.2019 - 11.2021
- Reviewed and processed claims to ensure compliance with regulatory guidelines and company policies.
- Collaborated with internal teams to resolve discrepancies and improve claims processing efficiency.
- Analyzed claim submissions for accuracy, identifying errors and implementing corrective actions.
- Utilized claims management software to track progress and maintain detailed records of all transactions.
- Assisted in training new staff on claims procedures, enhancing team performance and knowledge retention.
- Developed process improvements that streamlined workflows, reducing turnaround time for claim resolutions.
- Conducted audits of processed claims to ensure adherence to quality standards and identify areas for enhancement.
- Provided exceptional customer service by addressing inquiries and resolving issues related to claim status promptly.
- Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
- Utilized analytical skills to evaluate medical bills for accuracy and appropriateness of charges before approving payments as part of the claims process.
- Reduced claim processing time by implementing efficient workflow strategies and prioritizing tasks effectively.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Maintained detailed records of all claims activities, ensuring compliance with regulatory requirements and company policies.
- Interpreted policy provisions, endorsements, and exclusions to accurately determine coverage for claims.
- Researched claims and incident information to deliver solutions and resolve problems.
- Finalized [Type] files for insurance claim payment release.
Customer Service Representative
Afni
11.2020 - 01.2021
- Resolved customer inquiries efficiently, ensuring satisfaction and retention.
- Managed high-volume calls, maintaining professionalism and clarity in communication.
- Documented customer interactions accurately in CRM system for future reference.
- Assisted customers with product-related questions, providing tailored solutions.
- Collaborated with team members to streamline service processes and enhance efficiency.
- Adapted quickly to new software tools, improving response times to customer queries.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Customer Service
Brookhaven High School
Brookhaven, MS05-2009
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Client relations
- Complaint resolution
- Customer satisfaction measurement
- Microsoft outlook
- Scheduling
- Documentation
- Data collection
- Product sales
Languages
English
Full Professional
Timeline
Customer Service Representative
Sagility
03.2021 - 07.2024
Customer Service Representative
Afni
11.2020 - 01.2021
Claims Examiner
Maximus
05.2019 - 11.2021
Customer Service
Brookhaven High School
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