Linda Daughtrey

 LINDA DAUGHTREY Address: 203 Eclipse Lane, Knoxville, TN 37924 Phone:- Email:- Professional Summary Dedicated and results-oriented Customer Service Representative with 5 years of experience providing exceptional service in fast-paced environments. Skilled in resolving customer inquiries, building strong relationships, and driving satisfaction. Proficient in conflict resolution, multitasking, and utilizing CRM tools to enhance customer experiences. Key Skills - High-level problem-solving abilities - Customer Relationship Management (CRM) - Problem Solving and Conflict Resolution - Verbal and Written Communication - Time Management and Multitasking - Sales and Upselling Techniques - Proficiency in Microsoft Office Suite and CRM Software Work Experience *Customer Service Representative *Shyftoff / Nation Benefits June 2018- January 2020 Provided assistance with employee benefits, health insurance plans, and enrollment inquiries. Resolved claims, billing, and eligibility issues with professionalism and empathy. Educated customers on benefit options, maintaining detailed records in compliance with privacy regulations. Met performance metrics, collaborated on escalations, and improved service workflows. *Call Center Representative *Arise Virtual Solutions* | Remote *March 2020 – February 2022 - Delivered high-quality service to diverse clients, resolving complex issues with empathy and efficiency. - Trained new hires on company systems and customer service protocols. - Monitored customer feedback to identify areas for improvement and implement solutions. *Customer Service Representative *Teleperformance / UnitedHealthcare *April 2022- November 2024 Assisted members with inquiries related to healthcare plans, billing, claims, and benefits, ensuring accurate and timely resolutions. Educated customers on plan options, enrollment processes, and coverage details, enhancing their understanding of healthcare services. Handled high call volumes efficiently while maintaining quality service and meeting performance targets. Demonstrated empathy and professionalism when addressing sensitive health-related concerns. Documented customer interactions in compliance with company protocols and HIPAA regulations. Resolved complaints and escalations by collaborating with internal departments, achieving a high satisfaction rate. Consistently met or exceeded key performance metrics, including customer satisfaction, call resolution time, and adherence to compliance standards. *Education *Associate of Business Administration *Broward College -) *Certifications - Customer Service Excellence Certification - Proficiency in CRM Tools (Salesforce, Zendesk, etc.) Program Languages – English, Spanish