Deborah Cockrill
Antioch
Summary
Seeking and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
PBX Operator
TRiSTAR Stonecrest Medical Center
11.2023 - Current
- Assist customers, visitors, patients and families during phone calls and visitation times, as well as those waiting to be seen by hospital staff.
- Coordinate business office tasks such as meal ticket management and safe entries.
- Receive and direct all incoming calls to the appropriate party in a timely and professional manner.
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
Expert Customer Service Associate
T Mobile
02.2022 - 02.2024
- 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.
- Meet department productivity and quality standards.
- Complete training requirements to learn new skills and processes and grow knowledge of systems.
- Actively listened to customers, handled concerns quickly and escalated major issues to Coach.
Customer Service Representative
AIG American General
11.2020 - 02.2022
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Solve complex problems within an established protocol of procedures and possible solutions.
- Effectively managed and prioritized tasks.
- Excellent verbal and written communication skills.
- Set up death claims for the beneficiary of policyholders.
- Communicated accurately with funeral homes.
- Processed final payouts to the appropriate parties.
Customer Care Representative
US Celluar
05.2019 - 11.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Clerk 3
State Of Tennessee Department Of Children's Services
02.2017 - 04.2019
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Interacted with customers by phone, email, or in-person to provide information.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Obtained information via electronic, verbal, or physical means to meet the needs of internal and external customers.
- Communicated with the public, government, and other external sources to represent the organization and provide excellent customer service. This information can be exchanged in person, in writing, by telephone or e-mail.
Claims Associate Representative
United Health Group, Optum
10.2015 - 04.2017
- Worked productively in fast-moving work environment to process large volumes of claims.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of claims handling.
- Improved team performance by providing ongoing training and support for Claims Associates on best practices and procedures.
- Provided expertise or general claims support by reviewing, researching, investigating, negotiating, processing, and adjusting claims.
- Analyzed and identified trends and provided reports as necessary.
- Consistently meet established productivity, schedule adherence, and quality standards.
Outbound Call Center Agent
T Mobile
01.2014 - 10.2015
- Educated customers on offerings and upsold products and services to increase revenue.
- Made high volume of daily outbound calls to various hot, warm, and cold prospect leads assigned from marketing lead initiatives and campaigns. Daily customer communication and follow-ups using various tools to complete outbound/inbound phone calls, emails, online meetings/appointments.
- Perform research to understand customer’s unique needs to select appropriate product/service information messaging, effectively meeting the needs of individual business customers. Use product knowledge to showcase products and solutions, building quotes for business customers. Utilize quote builder and salesforce to build sales quotes based on meetings/sales conversations with customer.
- Continually understood and stayed up to date on ALL T-Mobile products, plans and promotions pricing.
- Carefully followed the outreach sequences and lead management processes in Salesforce to qualify leads before outbound calling. This includes researching the business through various resources to prevent fraud and protect the company.
- Provided follow up care to customers who had issues or concerns with their bill, device, or service.
Small Business Specialist
GTE/Verizon
09.1998 - 09.2013
- Enhanced small business growth through targeted marketing strategies and financial analysis.
- Established strong working relationships with key industry stakeholders to build partnerships and expand networking opportunities for clients.
- Maximized revenue generation by identifying new business opportunities.
- Updated and developed scripts and queries to extract and analyze data for representatives.
- Created marketing strategies to increase business customers growth,
- Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.
Education
High School Diploma -
East Nashville Magnet High School
Nashville, TN06.1985
Skills
- Operating switchboards
- Telephone operations
- Answering questions
- Strong telephone etiquette
- Computer Skills
- Flexible Schedule
- Telecommunications
- Clerical Support
- Paging Systems
- Attention to Detail
- Multitasking
- Reliability
- Effective Communication
- Self Motivation
- Data Entry
- Call Center Operations
- Product Sales
- Product and service solutions
- Multi-line phone talent
- Policy Knowledge
- Claims Processing
- Customer Service
- Teamwork and Collaboration
Timeline
PBX Operator
TRiSTAR Stonecrest Medical Center
11.2023 - Current
Expert Customer Service Associate
T Mobile
02.2022 - 02.2024
Customer Service Representative
AIG American General
11.2020 - 02.2022
Customer Care Representative
US Celluar
05.2019 - 11.2020
Clerk 3
State Of Tennessee Department Of Children's Services
02.2017 - 04.2019
Claims Associate Representative
United Health Group, Optum
10.2015 - 04.2017
Outbound Call Center Agent
T Mobile
01.2014 - 10.2015
Small Business Specialist
GTE/Verizon
09.1998 - 09.2013
High School Diploma -
East Nashville Magnet High School
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