Tonika Bentley

• Delivered exceptional customer service by addressing inquiries and resolving issues efficiently for Medicaid and Medicare members.
• Managed inbound communication from current and prospective members to resolve inquiries. Provided support to enhance member satisfaction.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Enhanced customer satisfaction by promptly addressing and resolving complaints.
• Utilized in-depth knowledge of Indiana and Virginia's Medicare and Medicaid systems to enhance member support and understanding.

• Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Promptly responded to customer inquiries and resolved complaints to promote loyalty.
• De-escalated customer issues with proven conflict mediation and problem-solving abilities.
• Delivered customer support to high call load each shift.

Received incoming calls from current and customers looking to become members of AMEX. Responsible for obtaining and submitting applications for credit card approval. Operated dual screens and and phone lines. Average of 20-30 calls daily. maintaining a calm, friendly demeanor while assisting customers and the ability to

de-escalate problematic customers.

• Educated customers on special pricing opportunities and company offerings.
• Used proven techniques to de-escalate angry customers during telephone interactions.
• Explained benefits, features and recommendations to maximize client retention.
• Answered inbound calls, chats and emails to facilitate customer service.

• Responsible for taking inbound calls from customers with questions regarding Pharmacy benefits. Utilize the CVS online support system to provide the best customer service while working from home in a timely fashion. Operated a dual screen computer. Ordered customer prescriptions for home delivery as well as providing information on insurance approvals, prior authorizations.

Processed client payments via payment processing procedures. Opening and sorting of incoming mail. Performs data entry functions using a computer system to enter, balance, and resolve bank deposits and credits.

• Processed credit and debit documents through proof machine correctly endorsing and encoding each item.
• Balanced deposits and reconciled errors when necessary.
• Encoded and balanced customer account transactions using encoding equipment.
• Adhered to financial services security and audit procedures.

Processed first and third class mail on a high speed sorter to ensure accurate and timely delivery.

• Operated mail processing equipment and manually sorted mail.
• Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
• Sorted and placed materials or items on racks, shelves or bins for transport to recipient or destination.