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Candidate Info
21
years in workforce
3
years at this job
MS
Master of Science
Customer Advocate
- Answered inbound calls with a warm and courteous greeting to ensure customer service satisfaction
- Greeted customers and gave standard information in response to phone, email or in-person inquiries
- Scheduled appointments for sales staff and entered and maintained customer information, down payments and service calls in the database
- Assisted sales and installation staffs with clerical duties and managed office supply needs
Candidate Info
10
years in workforce
4
years at this job
HS
High School Diploma
Psychology
Customer Advocate
Handled and managed 35 to 50 customer accounts per day.
- Performed calling plan analysis, recommended plan changes/migrations.
- De-escalated calls by utilizing active listening, positive positioning statements to ensure positive resolution for both customer and company.
- Provided Floor Support for peers by answering questions, providing feedback and direction for credits, equipment, and troubleshooting.
- Offered upgrade recommendations based on consumer needs, and historical equipment usage to assist with company retention and growth goals.
- Provided technical troubleshooting for all [company name] CDMA and LTE equipment ranging from feature phones, smart phones, and mobile broadband equipment for Windows and Mac.
Candidate Info
5
years in workforce
2
years at this job
BS
Business Management
MS
Business Administration
Customer Advocate
- Manages inbound calls and written correspondence to achieve an accurate resolution, which includes thoroughly clarifying the terms and conditions of the customer's contract.
- Participates in weekly meetings that are structured to aid in the enhancement of my professional development.
- Conducts random reviews/audits of contract files to ensure that documentation adequately supports customer's needs.
- Provides oral communication to individuals or groups effectively, taking into account the audience and nature of information.
- Achieved awards for team's Top Performer, 3 consecutive months.
Candidate Info
36
years in workforce
11
years at this job
HS
High School Diploma
Electronics-math For Electronics Advanced Computer Courses 375 Gpa
Supervisor Customer Advocate
- Achieved highest TSR company sales revenue generation for COX Enterprises Circle of Excellence
- Promoted to Supervisor Customer Advocate; negotiated strategic positive customer experience
- Tier II level support for Field Technicians, CSR’s, Customers for phone, data, cable TV & security
- Provisioned phone switch programming telecommunications; feature changes, troubleshoot coding
- Advanced understanding for Telnet applications, data provisioning tools ProComm, Secure CRT, SSH applications, data tools, security tools, Aspect, PeopleSoft
- Microsoft Office; Word; Excel; Outlook; PowerPoint Lync; Internal Customer Database Mainframe
Candidate Info
3
years in workforce
1
year at this job
Music Education
Customer Advocate
Identified chronic issues via customer survey results and comments
- Extensive customer follow-up resolved incidents to promote survey response and verification of resolution
- Followed up with customer requests for contact/dissatisfied survey responses to ensure resolutions were reached.
- Used incident and work order trending to create ways to be proactive in suggesting support model changes
- Supported teams with call and ticket monitoring/review to ensure customers were receiving quality service and/or to suggest coaching for technician regarding customer service or technical
- Used business analytics and discovery to determine support needs of business units - one size does not fit all
- Collaborated with all levels of leadership and IT support groups on proposed/suggested technology, environmental and process implementations
- Interviewed & hired candidates, as well as posed necessary questions from a customer service perspective.
- Created tools to be implemented by the Service Desk and Desktop Support teams to increase survey responses & ensure feedback from customers.
- Created incentivized initiatives to increase customer involvement, which resulted in a 6% increase in response rate from a 4-month perspective.
Candidate Info
4
years in workforce
2
years at this job
AS
Paralegal Studies
Customer Advocate
Verified 3rd party documentation such as bank accounts, employment records, social security numbers and ran through Score
- Completed vehicle inspections
- Adhered to opening and closing procedures
- Audited customer files on a weekly basis
- Verified vehicle title and VIN numbers
Candidate Info
4
years in workforce
1
year at this job
AA
Communications & Public Relations
Customer Advocate
- Build strength and customer loyalty by finding solutions to customer needs.
- Build strong customer relations by delivering great customer service.
- Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Candidate Info
7
years in workforce
2
years at this job
Customer Advocate
- Effectively worked in a high call volume of inbound customer calls
- Trouble shoot problems with customer bills and cell phones
- Addressed and resolved customer product complaint empathetically and professionally
Candidate Info
9
years in workforce
3
years at this job
HS
High School Diploma
Customer Advocate and Team Lead
Ensured individual and department goals are met by providing resolution and comprehensive written responses to the customer complaints and inquiries.
- Strived to respond to the customer's issues with "first correspondence" resolution.
- In-depth research of the account history, processing service requests, approving and verifying authorized requests, processing of documents, inputting or updating system information and resolving issues.
- Adherence to all government regulations, company and department policies and procedures related to mortgage servicing
- Communicating with other internal departments for supporting information, documentation, account history, account corrections and reimbursements
- Assisting and responding to escalated issues from team members and/or senior management in a timely and effective manner
- Maintaining a constant line of communication with team members to provide progress to senior management by the end of the business day
Candidate Info
24
years in workforce
7
months at this job
HS
High School Diploma
Customer Advocate
- Greet customer as they enter store to provide outstanding customer service
- Handle incoming customer calls: estimated time of arrivals, service issues, warranties, pricing, commercial, dispatch, repair, cash, wholesale, and same-day reschedules/cancellations
- Perform confirmation calls
- Process payments and invoice completed jobs ensuring payment has been received or billed
- Provides customer service by responding quickly to technician and customer requests, communications and complaints
Candidate Info
5
years in workforce
1
year at this job
HS
High School Diploma
Customer Advocate
Receive incoming calls from current and new customers inquiring about our products and services
- Accept payments for all billing inquiries
- Troubleshoot all devices for all technical issues, including system, coverage, and manufacturer issues
- Used critical thinking to resolve escalated or policy issues
- Provided excellent customer service to retain customers to continue to use our great service and products on Americas largest mobile network
Candidate Info
14
years in workforce
3
years at this job
Clinical Laboratory Science
Medicare Customer Advocate
- Recognized as a top performer out of my division for top metrics.
- Ability to listen closely to customers concerns and effectively problem solve with first call resolution.
- Have the ability to communicate clearly with empathy to address customer sensitive issues.
- Effective data entry and advanced computer skills to ensure excellent levels of customer support.
- Apply Guidelines and protocol to manage the demand of incoming customer calls.
- Implemented streamlined call center guidelines to improve responsiveness with Soft Skills Presentation.
- Assisted on resolution line, grievances, and escalated projected.
- Developed organizational skills on teamwork to be implemented in department to ensure exceptional customer service.
- Worked with providers on insurance claims and appeals.
Candidate Info
8
years in workforce
6
years at this job
Practical Nursing
Customer Advocate
- Presented customer education of health insurance products
- Educated customers about medical concepts to facilitate increased understanding
- Reports/Presentations/Technology Prepare complex reports for a cooperation
- Supervised staff motivating and leading team to accomplish goals
- Service/Marketing/Problem solving exceeded corporate expectations
- Resolved customer inquiries successfully
- Conducted surveys
- Ensuring that inventories were up to date
- Assisted in theft management
- Employee of the month on 4 occasions for exceptional customer service
Candidate Info
10
years in workforce
2
years at this job
HS
High School Diploma
Computer Science
Teacher Education Program/liberal Arts
Customer Advocate
- Provided expert equipment troubleshooting, call handling, billing, service and equipment inquiries and all other customer transactions.
- Deescalated customers with detailed account education while being empathetic to personal finances.
- Actively listened and responded appropriately to all customer concerns.
- Resolved customer issues increasing customer loyalty to the company
Candidate Info
10
years in workforce
2
years at this job
HS
High School Diploma
Business
Nursing Program
Customer Advocate II
- Responsible for responding to telephone/written inquiries, working independently and consistently meeting provider needs.
- Provide guidance to providers when determining what best suits their needs.
- Initiate and code complex claim adjustment transactions to correct and resolve inquiries.
- Read and interpret contract language, gather appropriate documents, i.e. claim copies, claim history data, cancelled checks, and EOBs.
- Responsible for knowledge of medical terminology, medical procedural (CPT) and diagnosis (ICD-10 CM) coding, and professional/institutional billing.
- 90% of workday is spent on the phone speaking with providers.
Candidate Info
4
years in workforce
2
years at this job
BS
Business
Customer Advocate
- Servicing clients and responding to inquiries, ensuring that their experience with the platform is nothing short of exemplary.
- Helping to develop our Customer Support team and improving its outreach to the company's client base.
- Completing various tasks assigned internally to further enhance our position in providing support to our colleagues.
Candidate Info
11
years in workforce
2
years at this job
HS
High School Diploma
Cosmetology
Customer Advocate
- Provide excellent customer service
- Utilize multitasking skills by answering phone calls and handling customers in store
- Work in a fast paced manner to help customers get what they need in a short amount of time.
- Organized papers and filed folders
- Check cashing, loan processing, cash handling
Candidate Info
9
years in workforce
4
years at this job
MS
Experimental Psychology
Customer Advocate
Build and maintain relationships with network providers and insurance adjusters
- Follow individual workers' compensation cases from initial treatment to discharge
- Provide adjusters with updates on patients' progress throughout treatment
- Troubleshoot customer issues and recommend solutions
Candidate Info
9
years in workforce
8
months at this job
HS
Certified Fiber Optics
HS
High School Diploma
Pta Physical Therapist Assistant
Customer Advocate
- Spoke with customers by phone.
- Provided information about products and services.
- Received and processed incoming phone calls from customer or client base.
- Prioritized data entry daily to ensure customers' needs were met.
- Ensured that appropriate changes were made to resolve customer concerns.
- Effectively identified customer concerns over the phone.
- Determined possible causes of customer complaints.
- Performed office duties such as data entry and word processing.
- Knowledge sets include Auto dialers, Calls, Computer Data Entry, Customer account management software, Customer service and support software, Data Entry, Desktop computers, Digital Telephones, Electronic mail software, Microsoft Office software, Microsoft Outlook, Microsoft Word, Multiline telephone systems, Phone, Phone headsets, Phone System, Wireless telephone headsets, Word processing software.
Candidate Info
9
years in workforce
3
years at this job
HS
High School Diploma
AS
Business
Customer Advocate/ Teller
Followed proper routines while counting large sums of cash to customers
- Multitask account research, phone etiquette and software systems in a timely fashion
- Efficient time management in call processing through prompt response, interpretation and solution
- Strived for first call resolution to help each and every customer
- Handled high call volume while maintaining high quality and error free work
- Trained to legally perform various loan types including title, equity, business and registration
- Trained to not only cash checks properly but identify fraudulent checks as well as money laundering
Candidate Info
4
years in workforce
1
year at this job
BS
Healthcare Services And Management
MS
Healthcare Administration
Customer Advocate
- Handle incoming calls from clients' employees, answer questions, and clarify concerns regarding healthcare benefits, 401K savings, life benefits, retirement plans and other human resource related services
- Navigate a Windows based system through a series of databases in order to access the appropriate information to service the customer
- Work on various administrative projects which can include benefit calculations, data management, transaction workflow call backs, and process improvements
- Manage Birthday Club Committee
Candidate Info
5
years in workforce
4
months at this job
Customer Advocate
Discuss and sell [company name] products and services.
- Demonstrate our products to customers and show them how to maximize their features.
- Collect and research information needed to identify and resolve problematic situations.
- Collect methods of payments and dispense change.
- Count daily sales and gross profits at the end of the day.
Candidate Info
5
years in workforce
1
year at this job
Sr. Customer Advocate
- Provide excellent customer service and phone support to members
- Guide and educate members on their benefits plan
- Research and resolve members issues
- Utilize different systems such as CSP Facets, CAPS, GPS, PAS, CIS, ICUE, and Care one.
- Assisted CRG department with varies task such as PHI, Balance billing, and voicemails
- Services plans such as Pennsylvania Chip, Medicaid, and Medicare
Candidate Info
13
years in workforce
5
years at this job
Customer Advocate II
- Utilized multiple operating systems to provide general and detailed benefit information regarding members to medical providers.
- Ensure benefit information is quoted in a courteous, timely, and accurate manner that is within required standards and guidelines.
- Designated as "Learning Coach" to aid with implementation of new systems or procedures.
- Responsible for accurate processing and adjustment of medical claims.
Candidate Info
13
years in workforce
2
years at this job
BS
Business Administration
Customer Advocate
- Handled high volume of inbound calls
- Negotiated applicable credits
- Quickly and expertly built solid rapport with each caller
- Effectively convinced customers who wanted to leave Verizon to stay
- Earned a leading rating on all metrics of performance evaluation
- Processed bill payments through company specific software
- Provided beyond superior customer service
- Handled disgruntled customers with respect and care
- Ran company specific reports.
Candidate Info
9
years in workforce
7
months at this job
BS
Paralegal Studies
Business Administration & Accounting
Customer Advocate
- Provide accurate and courteous responses to providers
- Respond to telephone calls in a prompt, accurate, and objective manner
- Conduct research on inquiries
- Coordinating resolution of issues on insurance with the providers
Candidate Info
7
years in workforce
2
years at this job
HS
High School Diploma
AS
Computer Systems Technology
BA
Computer Information Systems
Customer Advocate
- High volume of work in a fast paced environment
- Troubleshoot a variety of handsets over several operating systems
- Troubleshoot a variety of digital accessories
- Troubleshoot network communication problems
- Explain and review bills
- Engage and actively seek to create a good interaction with each and every customer
- Working knowledge of both CDMA and GSM communications
Candidate Info
5
years in workforce
1
year at this job
Customer Advocate I
- Providing benefits & eligibility on patients in IL, TX, (regular business) & IL, TX, OK, NM (Retail)
- Advising of determinations on Appeals and Pre-Determinations
- Determining networking statuses of providers
- Using multiple programs effectively to give the most accurate benefits/claim information
- Locating and quoting benefits manually from written contracts for policies that are not loaded in the system
- Communicating clearly and providing concierge customer service to all providers
- Managing time and breaks to ensure providers are always being assisted
Candidate Info
11
years in workforce
11
years at this job
AAS
Business Administration
Customer Advocate
Answer phone and provide customers with excellent care
- Assisting members by resolving issues
- Process claims
- Verify insurance benefits
- Work Plan to Plan issues with problem files
- Work Blue Card issues
- Phone experience
- Customer Service
Candidate Info
6
years in workforce
Customer Advocate
- Assisting providers with medical authorization, claims and benefits
- Interpreting claim denials and payment information
- Assisting providers with member summary and plan description
- Interpreting medical policy in conjunction with medical necessity
- Advising of procedure and diagnosis code validity, exclusion, and limitations
- Submitting claims for adjustment
- Advising per policy of accumulator for deductibles, copayment, and annual maximums
- Hippa and phi regulated environment
Candidate Info
35
years in workforce
8
years at this job
HS
High School Diploma
Claims Adjustor/benefit Specialist/customer Advocate
- Review and adjust Medicaid claims
- Expert in quality customer care.
- Excellent in first interaction resolution.
- Analyze and solve escalated customer related issues.
- Build customer trust and rapport.
- Educate and provide senior members, doctors, and pharmacists with information on billing, benefits, claims, and health plan information.
- Provide technical assistance and support by helping customers navigate through the company’s website.
- Specialize in keeping customers satisfied with their choice in selecting United Health Care as their prescription drug and healthcare provider.
- Train newly hired employees on benefit plans.
- Inform team members on new processes and procedures.
Candidate Info
6
years in workforce
2
years at this job
HS
High School Diploma
Computer Science
CUSTOMER ADVOCATE (promotion)
- Troubleshooting of services
- Support of other departments
- Working with escalated customers to provide unique resolutions
- Mentorship of new employees and peers ( floor support and handled their escalations)
Candidate Info
7
years in workforce
1
year at this job
BA
Communications
Customer Advocate
- Identify and resolve customers concerns
- Sell additional services by recognizing opportunities
- Research alternative solutions to fit customer needs
Candidate Info
39
years in workforce
11
years at this job
English
Customer Advocate Specialist
- Assist customer advocates with phone or written inquiries
- Provide one on one assistance and mentoring
- Assist management with special projects
- Provide training to customer advocates
- Perform manual calculation on claims as needed
- Negotiate charges with out-of-network providers when advised by management
- Delegate work to customer advocates to assist with aging within the department
- Assist coordinator in updating guidelines for the UT dept
- Encourage a positive working environment
- Keep management informed of technical and system issues
Candidate Info
4
years in workforce
3
years at this job
HS
High School Diploma
AS
Psychology
Email Customer Advocate
Responsible for servicing customer orders
- Answering customer concerns
- Experienced with sending packages via UPS
- Responsible for placing customer orders
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