Summary
Overview
Work History
Education
Skills
Timeline
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Alicia McGrath

Atwater

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

SKYGEN USA
08.2022 - 09.2023
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Responded proactively and positively to rapid change.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Verified dental insurance eligibility and coverage for patients.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Investigated dental insurance claims denials and appeals.

Assigning Specialist

CLASS VALUATION, REMOTE
11.2021 - 06.2022
  • Review mortgage files for accuracy and completeness
  • Interpreted clients' needs and introduced services to fit specific requirements clients needs .
  • Responsible for managing appraisal process from inception of appraisal order through life of order
  • Assigned 70 orders per day
  • Maintained current understanding of market conditions, compliance standards and best practices
  • Developed and managed relationships with key clients and partners to drive growth

CSR - Customer Service Representative

SWEEPERS R US
11.2011 - 04.2019
  • Coordinated master schedule by booking and rescheduling appointments and balancing workloads
  • Performed wide-ranging administrative, financial and service-related functions
  • Supported sales team with daily operations as well as assisted in increasing revenue by 10% through providing exceptional customer service and maintaining fast-paced environment
  • Answered constant flow of customer calls with minimal wait time
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Handled customer inquiries and suggestions courteously and professionally.

Customer Service Representative/Coordinator

Directory Distributing Associates
05.2004 - 11.2011
  • Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses
  • Coached 64 employees through day-to-day work and complex problems
  • Maintained master schedule and set up appointments
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Met customer call guidelines for service levels, handle time and productivity

Education

High School Diploma -

Atwater High School
Atwater, CA
06.1990

Skills

  • Active Listening
  • Policy and Procedure Adherence
  • Benefits Explanations
  • HIPAA Compliance
  • Eligibility Determinations
  • High-Volume Environments
  • Written and Oral Communications
  • Complaint Resolution
  • Microsoft Office
  • Medicaid
  • Investigate Claims
  • Dental Terminology

Timeline

Customer Service Representative

SKYGEN USA
08.2022 - 09.2023

Assigning Specialist

CLASS VALUATION, REMOTE
11.2021 - 06.2022

CSR - Customer Service Representative

SWEEPERS R US
11.2011 - 04.2019

Customer Service Representative/Coordinator

Directory Distributing Associates
05.2004 - 11.2011

High School Diploma -

Atwater High School

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Alicia McGrath