Open to opportunities

Drav B

@dravb

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Dedicated call representative with 6 years of customer service experience.

United States

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated and adaptable Call Representative with over 6 years of experience in the insurance, healthcare, and technology sectors. My expertise lies in managing high call volumes, efficiently resolving customer concerns, and maintaining strong client relationships. I am committed to providing exceptional service and driving customer satisfaction.

In my current role at ABC Insurance Group, I provide policy support and claims assistance, maintaining a 98% accuracy rate in client data entry. Previously, as a Customer Support Specialist at HealthTech Solutions, I reduced average call time by 25% while ensuring quality assurance. My experience as a Call Center Agent at Innovatech Solutions allowed me to deliver technical support and achieve a 30% increase in client satisfaction scores through empathetic listening and proactive resolution.

Experience

Work history, roles, and key accomplishments

Current

Call Representative

Current

ABC Insurance Group

Jan 2023 - Present (2 years 7 months)

Provided policy support, claims assistance, and premium information to clients. Maintained 98% accuracy in client data entry and documentation. Assisted with renewals and upselling supplementary insurance policies.

Data Entry Documentation Upselling Insurance Customer Service Problem Solving Communication

Customer Support Specialist

HealthTech Solutions

May 2020 - Dec 2022 (2 years 7 months)

Resolved client inquiries on EHR systems and remote patient tools. Reduced average call time by 25% while maintaining quality assurance. Helped develop knowledge base articles to assist Tier 1 support agents.

EHR Call Time Reduction Quality Assurance Tier 1 Support Customer Support Problem Solving Communication Healthcare Software

Call Center Agent

Innovatech Solutions

Apr 2017 - Apr 2020 (3 years)

Delivered customer and technical support for software installations and subscription services. Recognized as Employee of the Month three times for outstanding call performance. Increased client satisfaction scores by 30% through empathetic listening and proactive resolution.

Technical Support Subscription Services Customer Satisfaction Proactive Resolution Call Performance Customer Service Problem Solving Communication

Education

Degrees, certifications, and relevant coursework

Bay Area Community College

Associate Degree, Business Communication

2014 - 2016

Completed an Associate Degree in Business Communication. Gained foundational knowledge in business principles and communication strategies relevant to professional environments.