Reginald Golden
Summary
Dynamic, hard-working, and self-motivated customer service expert with a 99% positive feedback rating. Committed to providing exemplary experiences for clients and customers by going the extra mile. Skilled in call center operations, customer support, and service. Dedicated and fast learner who embraces new challenges. Seeking a long-term position to utilize acquired skills for contributing to business growth. Known for exceptional attendance and thriving on hard work and goal achievement. Committed to delivering the best customer experience. Friendly, outgoing, and caring with proficiency in computer systems and operating systems.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Capgemini
07.2019 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Call Center Representative
Perdoceo Education
11.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Intake Coordinator
Landlocked LLC
02.2020 - 06.2022
- I interact daily with customers, shippers, and receivers from all over the US
- I address their concerns, answer their questions and assist them with their needs
- I answer all inbound and outbound calls, and address any questions or concerns that may arise
- I dispatch drivers depending on the active lanes
- I dispatched all drivers to the shipper or receiver
- I handle all company BOL
- I handle all dispatching
- I make all appointments for the drivers
- I do all of our credit checks for factoring pay
Insurance Resolution Representative
Capgemini
08.2022 - Current
- I review, process and edit applications
- As an Insurance Resolution Representative, I handle cases for Medicare
- Handling insurance cases for elderly people or those with disabilities who were requesting Medicare
- I review at least 50 tasks a day
- I make at least 30 calls a day, and do so while maintaining a professional high work rate per hour
- I was recently promoted to a Reimbursement Counselor
- My daily work requirement is to complete at least 28 tasks as well as maintain a high work rate daily
- I handle multiple customer service calls daily
- I email, scan, and fax necessary insurance documents needed to handle cases
- I make sure that the client's privacy is handled with the utmost care for each client
- I take care of every applicant's insurance, guide them through necessary steps to receive assistance, and help in anyway they request
Education
High school diploma - Health Education
Oregon Connections Academy
Wilsonville, OR06.2019
Skills
- Customer support
- Inbound & outbound calls
- Computer skills
- Resolving issues
- Call center customer service
- Verbal and written communication
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Call control
- Answering questions
- Complaint resolution
- Appointment scheduling
- Calm disposition
- Customer service optimization
- Quality control
- Customer relationship management
- Database research
- Logging call information
- Technical troubleshooting
- Dispatching
- Sales
- Telecommunication
- 10 key typing
- Windows Remote Desktop
- Profit & loss
- Problem management
- Computer Networking
- Operating Systems
- Help Desk
- VPN
- LAN
- Active Directory
- Microsoft Windows Server
- Network Support
- Troubleshooting
- Technical Support
- Microsoft Exchange
- DNS
- System Administration
- Network Firewalls
- Data entry
- HIPAA
- Medicare
- Medical terminology
- Microsoft Outlook
- Working with people with developmental disabilities
- Communication skills
- Organizational skills
- Problem-solving skills
Additional Information
I am a very hard worker, a quick learner, and look forward to each day and the new challenges it may bring.
Personal Information
Authorized To Work: US
Timeline
Call Center Representative
Perdoceo Education
11.2024 - Current
Insurance Resolution Representative
Capgemini
08.2022 - Current
Intake Coordinator
Landlocked LLC
02.2020 - 06.2022
Customer Service Representative
Capgemini
07.2019 - 10.2024
High school diploma - Health Education
Oregon Connections Academy
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