Allison Averette
Danville
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction at ResultsCX Work From Home. Skilled in resolving complex issues through collaborative efforts, evidenced by improved feedback scores. Expert in managing both inbound and outbound communication, adept at utilizing technology to elevate service quality. Demonstrates exceptional problem-solving and interpersonal abilities, ensuring customer needs are met with precision and care.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
ResultsCX
06.2023 - 09.2024
- Answered customer inquiries and provided accurate information regarding products and services
- Provided excellent customer service to resolve customer complaints in a timely manner
- Gathered customer feedback through surveys and used the data to improve customer service
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
Scheduling Agent
Aspen Dental
01.2019 - 05.2023
- Assisting Patients with scheduling dental appointments and determining if they need to see a hygienist, oral surgeon, or if patient has non-emergency needs
- Assisting with patient paperwork online or emailing the paperwork to patients for them to fill out prior to appointments
- Helping patients understand whether their insurance health plan is accepted by our offices and giving alternatives for affordable services with us such as payment plans and discounts for members & their families
- Checking dentist schedule and providing available dates with times patients can come into the office
- Also helping patient choose which Aspen Dental office to come into and assisting with emergency dental services as well as same day appointment
Participant Services Representative
Sykes
03.2012 - 12.2018
Healthcare Advocate
TTEC
03.2011 - 12.2018
- High call volume assisting members with scheduling transportation to and from appointments, scheduling doctor's appointment, helping choose a primary care doctor or other doctors as needed, and documenting call description at the end of calls
- Assisting with claim and prescription issues
- Followed HIPPA by explaining policies, procedures, and services to patients
- Fully verifying accounts and information if caller was not member
Education
Associate of Arts - Communications
National Business College
Danville, VA05.2003
High School Diploma -
George Washington High School
Danville, VA06.1998
Skills
- Communication
- Customer Service
- Adaptability
- Leadership
- Teamwork
- Call Center
- Inbound Calling
- Outbound Calling
- HIPAA Compliance
- Scheduling
- Data Entry
- Problem Solving
- Time management
- Multitasking
- Sales techniques
- Conflict resolution
- Negotiation skills
- Critical Thinking
- Sales Strategy
- Attention to Detail
Timeline
Customer Service Representative
ResultsCX
06.2023 - 09.2024
Scheduling Agent
Aspen Dental
01.2019 - 05.2023
Participant Services Representative
Sykes
03.2012 - 12.2018
Healthcare Advocate
TTEC
03.2011 - 12.2018
Associate of Arts - Communications
National Business College
High School Diploma -
George Washington High School
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