Christina Calloway
Fayetteville
Summary
Helpful Customer Experience Agent passionate about delivering exceptional customer service to promote loyal business. Pleasant demeanor and excellent problem-solving skills. Dedicated to researching and identifying complete and lasting solutions to customer problems. Customer-focused professional with a background as a Customer Experience Agent. Possesses strong knowledge in customer service, conflict resolution, and communication skills, which have been utilized to enhance customer satisfaction in previous roles. Strengths include active listening, problem-solving, and maintaining positive relationships with diverse customers. Have consistently demonstrated a commitment to improving the overall customer experience.
Overview
8
8
years of professional experience
Work History
Customer Experience Agent
Alorica
07.2024 - Current
- Provided exceptional customer support through various communication channels.
- Completed day-to-day duties accurately and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Claims Representative
Sedgwick Claims Management
Remote
07.2022 - 11.2023
- Managed short-term disability, FMLA, paid parental leave, maternity, bereavement, disaster leaves, and personal leaves.
- Processed and adjudicated claims in compliance with company policies and relevant regulations.
- Provided guidance and assistance to employees navigating leave processes.
- Ensured the accuracy and completeness of documentation for each claim.
Customer Service Professional
Blue Cross NC
Fayetteville
03.2020 - 09.2021
- Reviewed and processed member medical claims with a high degree of accuracy and efficiency.
- Provided comprehensive plan benefits information to members upon request, ensuring clarity and understanding.
- Processed premium payments and updated coordination of benefits to ensure accurate claims processing.
- Addressed and resolved any online issues with the website to enhance member experience and satisfaction.
- Increased customer retention by 20% through the implementation of personalized service initiatives.
Customer Service Professional
Spectraforce Technology
Fayetteville
06.2019 - 03.2020
- Enrolled members in medical policies and assisted in reviewing different medical plans offered.
- Submitted applications and processed payments efficiently to facilitate smooth enrollment processes.
- Reduced fraudulent charges by 50% through enhanced verification processes.
- Selected to become a permanent employee with the contractor.
Mac Advisor
Teleperformance USA
Remote
02.2017 - 05.2019
- Provided technical assistance to customers, addressing inquiries, and troubleshooting issues related to products.
- Assisted customers with canceling or enrolling in monthly subscriptions, ensuring a positive customer experience.
- Handled billing issues effectively and professionally, resolving concerns to the satisfaction of the customer.
- Drove business decisions and reduced operational costs through the analysis of customer service processes.
Education
Associate in Science -
Fayetteville, NC
Fayetteville, NC05-2026
Skills
- Customer service
- Claims processing
- Communication skills
- Compliance knowledge
- Task prioritization
- Call center experience
- Customer service
- Claims processing
- Communication skills
- Compliance knowledge
- Task prioritization
- Call center experience
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Experience Agent
Alorica
07.2024 - Current
Claims Representative
Sedgwick Claims Management
07.2022 - 11.2023
Customer Service Professional
Blue Cross NC
03.2020 - 09.2021
Customer Service Professional
Spectraforce Technology
06.2019 - 03.2020
Mac Advisor
Teleperformance USA
02.2017 - 05.2019
Associate in Science -
Fayetteville, NC
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