Okeema Hall
Kingston
Summary
Dynamic Customer Service Representative with a proven track record at Hinduja Solutions, adept at claim processing and problem-solving. Recognized for efficiently managing high call volumes and enhancing customer satisfaction. A reliable team player skilled in Microsoft Office, committed to delivering exceptional service and adapting to diverse challenges.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Hinduja Solutions
Kingston
07.2020 - Current
- Assisted members and providers with inquiries regarding coverage details, including maternity and surgical benefits.
Located healthcare providers and therapists across various specialties, communicating findings via email or mail.
Provided technical support, including password resets, TIN additions, and online account creation.
Reviewed paid claims to inform members and providers about claim processing and financial responsibilities.
Managed 50 to 60 inbound calls daily to address member concerns efficiently.
Customer Service Representative
Startek Inc
Kingston
01.2019 - 01.2020
- Completing tickets, which includes responding to customers, providing an ETA of when food will be delivered, informing customers about restaurant closures, processing refunds, and discounts for undelivered, cold food, and missing items. As a customer service rep, I assigned drivers to orders based on proximity, and I also made outbound calls to customers when a driver was unable to deliver, leaving voicemail, text messages, and email to unreachable customers.
I handle 100 to 150 tickets per day.
Education
High School - English A, English B, Principles of Business, Mathematics, Biology
Norman Manley High School
Kingston01.2016
Skills
- Microsoft Office
- Claim processing
- Problem solving
- MS Word
- Excel
- Internet
- Team player
- Reliable
- Creative
- Flexible
- Adaptable
- Call center procedures
- Customer service
References
Available upon request.
Accomplishments
- Receive awards for Agent of the Month
- One of the benefits of working in the BPO sector is that it allows you to be proficient in IT applications, in an effort to meet weekly deliverables
Languages
English
First Language
Affiliations
- Recognized in May 2019 for leadership and service quality during peak volume.
- Peer Mentor Program Leader – Supported and guided 30+ new hires through onboarding over a 3-month training cycle.
Timeline
Customer Service Representative
Hinduja Solutions
07.2020 - Current
Customer Service Representative
Startek Inc
01.2019 - 01.2020
High School - English A, English B, Principles of Business, Mathematics, Biology
Norman Manley High School
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