Donetta Freeman
VXI Global
Louisville
9
years of professional experience
Customer Support Specialist skilled in resolving complex inquiries and facilitating inter-departmental communication to optimize service delivery. Committed to documenting customer interactions meticulously, ensuring compliance and enhancing the overall customer experience.
Work History
Customer Support Specialist
3 Years 6 Months- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Facilitated interdepartmental communication to enhance clarity and efficiency in operational workflows.
- Coordinated transportation schedules to ensure timely patient arrivals and departures for medical appointments across multiple regions.
Client Services Advocate
2 Months- Served as primary contact for clients and service teams to resolve customer issues effectively.
- Coordinate and provide final resolution responses on escalated issues and concerns.
- Researched complex issues by analyzing relevant data and coordinating with internal and external areas to ensure complete resolution.
- Utilize appropriate systems accessing confidential patient information in compliance with company policy, HIPAA and other regulations.
Inbound Customer Service Representative
2 Years 5 Months- Provided customer support via phone, email, and chat to resolve inquiries and enhance experience.
- Resolve customer issues by clarifying the reason for the call, selecting and explaining the best solution to address the issue, taking the necessary steps to ensure resolution.
- Addressed customer disagreements to improve satisfaction and delivered tailored support.
- Leverage strong computer skills and the ability to navigate through multiple systems to research information quickly.
Mail Processing Clerk
3 Years 7 Months- Operated addressographs, mimeographs, bar-code sorters, computer scanning equipment, and optical character readers to ensure accurate mail processing.
- Used scales to weigh parcels and determine correct postage.
- Checked addresses for clarity, verified sufficiency of postage, ensured accuracy of accompanying documentation, and assessed mail/parcel packaging for proper processing.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote a safe working environment.
Education
High School Diploma
Skills
Customer service
Inbound Customer Calls
High-Volume Call Centers
First-Tier Technical Support
Privacy Policies
Product Knowledge
Billing Error Resolution
Billing adjustments
Verifying Coverage
Call Decisioning
Knowledge Base Software
CRM Documentation
Data Accuracy
Issue Research
Call Volume Analysis
Corrective Actions
Records management
Microsoft Office
Online Chat
Collaborative Environments
Critical Thinking
Customer needs analysis
Client Rapport-Building
Conflict Resolution Techniques
Information Updates
Timeline
Customer Support Specialist
VXI Global
04.2023 - CurrentRead More
Client Services Advocate
Cigna - Express Scripts/VXI
02.2023 - 04.2023Read More
Inbound Customer Service Representative
Chime Solutions-VXI
09.2020 - 02.2023Read More
Mail Processing Clerk
Staffmark - UPS
06.2017 - 01.2021Read More
Iroquois High School
High School Diploma
Read More