Lori Mcrae
Ellisville,ms
Summary
Dynamic Customer Service Representative with a proven track record at Tivly, enhancing service response times through effective teamwork and conflict resolution. Skilled in managing high-stress situations while maintaining professionalism, I excel in fostering customer loyalty and satisfaction, leveraging strong product knowledge and empathy to drive positive outcomes.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Tivly
01.2026 - Current
- Collaborated with team members to streamline communication, enhancing service response times.
- Analyzed customer feedback to identify trends and recommend improvements to service protocols.
- Managed escalated issues, utilizing conflict resolution skills to achieve satisfactory outcomes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Registration Coordinator
Forrest General Hospital
09.2025 - 01.2026
- Coordinated patient registration processes, ensuring compliance with hospital policies and procedures.
- Streamlined data entry methods, enhancing accuracy and efficiency in patient records management.
- Collaborated with healthcare teams to facilitate seamless patient onboarding experiences.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Customer Service Representative
Maximus
07.2022 - 08.2025
- Provided exceptional customer support by addressing inquiries regarding policy details and claims processing.
- Utilized CRM software to manage customer interactions and ensure accurate documentation of client information.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Participated in ongoing training sessions to remain current on industry developments and improve overall job performance.
- Managed high-volume call queues, ensuring minimal wait times for customer inquiries.
- Fostered strong relationships with policyholders to promote loyalty and retention.
Education
No Degree - Health Sciences
Pearl River Community College
Hattiesburg, MSSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Customer relationship management (CRM)
Timeline
Customer Service Representative
Tivly
01.2026 - Current
Registration Coordinator
Forrest General Hospital
09.2025 - 01.2026
Customer Service Representative
Maximus
07.2022 - 08.2025
No Degree - Health Sciences
Pearl River Community College