CHERISH LIGHTNER
Columbia
Summary
Dedicated customer service professional with a strong understanding of service delivery and a proven ability to handle multiple tasks simultaneously. Committed to fostering and maintaining professional relationships to enhance profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Medical Transportation Dispatcher
Access2Care Medical Transportation
06.2024 - Current
- Take inbound customer calls and create a dispatch ticket for each service call
- Communicates with drivers and personnel to coordinate timely pick up and drop off of members
- Handles incoming calls and chat support from customers regarding scheduling trips and cancellations.
- Schedules transportation trips for doctor visits, pharmacy stops and counseling appointments
- Negotiate contracts with carriers to secure the most cost-effective transportation solutions for customers'' needs.
- Assisted in employee training, resulting in improved dispatcher efficiency and reduced response times.
- Verifying HIPPA guidelines with members
Technical Support Agent
Everise-Cox Complete Care
03.2024 - 07.2024
- Provided technical assistance to customers through phone, email, and chat support
- Utilized remote access tools to connect remotely with customers' systems when necessary
- Troubleshot customer inquiries related to software and hardware issues
- Assisted customers with installation of new hardware and software applications
- Supported customers with online billing, access, and account issues
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting
Support Services Representative
Enterprise Mobility
02.2023 - 02.2024
- Enhanced customer satisfaction by efficiently addressing and resolving support issues
- Reduced average call handling time with effective problem-solving techniques
- Provided technical assistance to customers with assistance with navigation
- Maintained accurate records of customer interactions, ensuring proper documentation for future references
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Utilized CRM systems effectively to track customer interactions and ensure all pertinent information was readily available during support calls or chats
Claims Specialist
AAMC Services
01.2022 - 09.2023
- Streamlined the claims process for clients with initiative-taking case management, regular updates, and prompt resolution
- Maintained accurate records by diligently updating claim files and ensuring all required documentation being submitted in a timely manner
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently
- Responded to inquiries by answering questions, providing information, and directing customers to appropriate resources
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies
- Troubleshot customer inquiries related to software and hardware issues
- Provided Chat Support to customers
Bank Fraud Specialist
Pacific Premier Bank
12.2020 - 06.2022
- Reviewed customer accounts for suspicious activity, monitored payment systems, and conducted research to identify fraud perpetrators
- Responded to inquiries by answering questions, providing information, and directing customers to appropriate resources
- Conducted full claim investigations and reported updates and dispute inquiries
- Addressed customer inquiries, requests and complaints with courtesy and professionalism
- Provided technical assistance to customers with navigating bank systems, completing transactions and opening or closing accounts
- Assisted members with credit/debit card inquiries
Customer Support Agent
TransUnion
01.2017 - 12.2020
- Maintained customer accounts and recorded account information
- Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries
- Assisted customers through multiple channels including phone, email, live chat, for increased accessibility and convenience
- Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation
- Met or exceeded performance metrics consistently by managing a high volume of calls without sacrificing quality service delivery
Education
Associate of Applied Science - Paralegal
Bryant Stratton College
Buffalo, NY01.2020
Skills
- Client satisfaction management
- Online technical support
- Proficient in card payment systems
- Skilled in utilizing Microsoft Office 365 tools
- Customer support experience
- Hardware issue resolution
- Fraud investigation
- Conflict resolution
- Proficiency in CRM tools
- Proficient in BeyondTrust application
- Client record management
- Virtual technical assistance
Timeline
Medical Transportation Dispatcher
Access2Care Medical Transportation
06.2024 - Current
Technical Support Agent
Everise-Cox Complete Care
03.2024 - 07.2024
Support Services Representative
Enterprise Mobility
02.2023 - 02.2024
Claims Specialist
AAMC Services
01.2022 - 09.2023
Bank Fraud Specialist
Pacific Premier Bank
12.2020 - 06.2022
Customer Support Agent
TransUnion
01.2017 - 12.2020
Associate of Applied Science - Paralegal
Bryant Stratton College
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