Saraka White
High Point
Summary
Customer Service Specialist with proven ability to prioritize tasks and excel in fast-paced environments. Demonstrated success in team collaboration to achieve both personal and organizational objectives. Expertise in managing escalated customer support issues and fostering positive relationships with clients and colleagues. Strong communicator skilled in complex problem-solving and effective conflict resolution, with a focus on resource allocation and schedule management.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
CVS Caremark
High Point
07.2023 - Current
- Resolved customer inquiries by delivering accurate product and service information.
- Facilitated customer service through inbound calls, chats, and emails.
- Tracked orders from initiation to completion, ensuring timely delivery.
- De-escalated customer concerns with a calm and friendly demeanor.
- Promoted high customer satisfaction by providing knowledgeable support.
- Assisted customers with product and service transactions via calls and emails.
- Delivered frontline support by addressing various customer inquiries effectively.
Tech Cust Svc Internet/Voice
Charter Communications, Spectrum
Greensboro
04.2022 - 07.2023
- Provided technical support via email, live chat, and telephone for various customer issues.
- Served as initial contact for incoming technical service calls and emails.
- Delivered remote assistance using screen sharing and control tools to resolve technical issues.
- Reviewed support cases for troubleshooting accuracy and initiated process improvements.
- Guided customers through phone hardware and software configurations to enhance service functionality.
- Identified upselling opportunities for technical products, increasing revenue from existing accounts.
- Supported online billing, access, and account inquiries to ensure customer satisfaction.
- Demonstrated advanced product knowledge to effectively resolve customer concerns.
Service Center Representative
Sedgwick
Raleigh
08.2021 - 04.2022
- Delivered knowledgeable and friendly service for routine inquiries and complaints.
- Ensured professionalism while answering incoming calls, addressing customer needs effectively.
- Managed customer expectations by clarifying requirements and recommending suitable products.
- Consistently met or exceeded benchmarks for call speed, accuracy, and volume.
- Maintained strong call control while navigating scripts to resolve issues.
- Utilized probing questions to identify service needs and accurately input data into systems.
- Provided resolutions to de-escalate calls and effectively address customer issues.
- Updated customer accounts and contact details within management databases.
Non-Clinical Intake Representative
EviCore healthcare
Bluffton
06.2018 - 07.2020
- Effectively de-escalated client concerns during crisis situations while maintaining a positive attitude.
- Maintained accurate patient information in computer systems to ensure billing integrity.
- Coordinated schedules and appointments, providing timely reminders for upcoming dates.
- Logged and answered incoming inquiries via phone, fax, and email to enhance communication.
- Initiated outbound calls to providers for information necessary to create or update authorizations.
- Corresponded with hospitals and medical offices regarding incoming home health referrals.
- Scheduled consultations, tests, and procedures based on patient needs and physician orders.
- Verified insurance eligibility, benefits, and patient liabilities for defined services.
Education
AS - Healthcare Administration
Colorado Technical University
Colorado Springs, COSkills
- Technical troubleshooting
- MS Office proficiency
- CRM expertise
- Call handling techniques
- Customer communication skills
- Critical thinking
- Positive attitude
- Basic mathematics
- Office procedures knowledge
- Software skills
- Accounting principles
- Accurate data entry
- Organizational judgment
- Independent writing skills
- Effective communication
Timeline
Customer Service Representative
CVS Caremark
07.2023 - Current
Tech Cust Svc Internet/Voice
Charter Communications, Spectrum
04.2022 - 07.2023
Service Center Representative
Sedgwick
08.2021 - 04.2022
Non-Clinical Intake Representative
EviCore healthcare
06.2018 - 07.2020
AS - Healthcare Administration
Colorado Technical University