Genell Pointer
Greensboro
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
16
16
years of professional experience
Work History
Senior Customer Service Representative
United Healthcare Group
03.2022 - 04.2024
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Reviewed/proccesed claims and prior authorizations from providers office.
Customer Service Associate
Walgreens
05.2021 - 03.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Government Rep Eligibility II
NC Department Of Commerce
04.2020 - 04.2021
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- File and Process Unemployment Claims
- Determine eligibility by reviewing responses from claimant and employer
- Process work items and respond to emails.
Customer Service Representative
ICF International Inc.
09.2018 - 03.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Identify needs of low income families and provided them with other available resources and benefits.
- Interview/Schedule appointments on behalf of Maryland Department of Health and Human Services
- Determine eligibility through submitted applications for Family Investment Administration.
Customer Service Professional
Blue Cross Blue Shield Of NC
02.2016 - 09.2018
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Responded to customer calls and emails to answer questions about products and services.
- Verify the healthcare plan and effective date
- Assist with providing benefit breakdown and eligibility
- Assist members with monthly premium, billing inquiry/issues
- Verify prior authorizations
- Order ID cards and benefit booklets
- Review pharmacy/process claims
Cashier/Customer Service
Walmart
05.2011 - 03.2016
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with returns, refunds and resolving transaction issues.
Call Center Team Lead
TELVISTA
09.2008 - 04.2011
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
Education
High School Diploma -
George Washington High School
Danville, VA06.2007
Skills
- Conflict Management
- Database Research
- Escalation management
- Order Fulfillment
- Complaint resolution
- Payment Processing
- Call Control
- CRM Software
- Live chat support
- Quality Assurance
- Call center experience
- Call Documentation
Timeline
Senior Customer Service Representative
United Healthcare Group
03.2022 - 04.2024
Customer Service Associate
Walgreens
05.2021 - 03.2022
Government Rep Eligibility II
NC Department Of Commerce
04.2020 - 04.2021
Customer Service Representative
ICF International Inc.
09.2018 - 03.2020
Customer Service Professional
Blue Cross Blue Shield Of NC
02.2016 - 09.2018
Cashier/Customer Service
Walmart
05.2011 - 03.2016
Call Center Team Lead
TELVISTA
09.2008 - 04.2011
High School Diploma -
George Washington High School
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