Charlyne Watson
Phoenix
Summary
Dedicated customer service professional with proven expertise in appointment coordination and claims processing, delivering exceptional service and fostering strong relationships to enhance member experiences.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Concierge Care Guide
Oscar Health Insurance
Phoenix
09.2022 - 07.2025
- Assisted members with inquiries and resolved issues through effective communication.
- Coordinated appointments and followed up to ensure member satisfaction.
- Maintained accurate records of member interactions in the customer management system.
- Educated members on benefits, eligibility, and claims procedures effectively.
- Delivered exceptional customer service, fostering positive relationships with clients.
- Monitored feedback and suggested improvements to enhance member experiences.
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
- Responded promptly to all customer inquiries via telephone or email contact while maintaining a friendly demeanor.
First Notice Of Loss Customer Service REP
Kemper Insurance
Phoenix
03.2019 - 08.2022
- Assisted customers with policy inquiries and claims processing.
- Resolved issues by coordinating with various departments for timely solutions.
- Maintained accurate records of customer accounts and correspondence.
- Guided customers through online platforms for service requests and updates.
- Handled escalated complaints by employing conflict resolution techniques effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved customer complaints promptly and efficiently.
Customer Service Representative
Fiserv
Phoenix
06.2018 - 07.2019
- Resolved customer complaints through effective communication and problem-solving.
- Processed transactions accurately using company software and tools.
- Educated clients on account features and benefits for better understanding.
- Maintained detailed records of customer interactions in the database system.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Education
Certified Dental Assistant -
Carrington College
Phoenix, AZ01-2015
High School Diploma -
West View High School
Avondale05-2008
Some College (No Degree) -
DeVry University
Glendale, AZSkills
- Customer service
- Appointment coordination
- Claims processing
- Member education
- Customer relationship management
- Conflict resolution
- Effective communication
- Active listening
- Records management
- Feedback analysis
- Problem solving
- Attention to detail
- Team collaboration
- Time management
- Stress management
Certification
- Dental Assistant Certified
- DANB XRay Certified
Timeline
Concierge Care Guide
Oscar Health Insurance
09.2022 - 07.2025
First Notice Of Loss Customer Service REP
Kemper Insurance
03.2019 - 08.2022
Customer Service Representative
Fiserv
06.2018 - 07.2019
Certified Dental Assistant -
Carrington College
High School Diploma -
West View High School
Some College (No Degree) -
DeVry University
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