CUSTOMER SERVICE REPRESENTATIVE
HIGHLY REGARDED PROFESSIONAL WITH TOP-NOTCH INTERPERSONAL SKILLS AND PROVEN RECORD IN SALES AND SERVICES
Customer-driven professional with wealth of experience in sales and service. Skilled relationship builder who establishes easy rapport with customers, building trust and respect. Highly service-oriented individual who is responsive to needs and thorough in follow through.
Organized, effective multi-tasker with excellent coordination skills and keen attention to detail. Respected team player known for dependability and commitment to achieve goals. Effective communicator who is always polished and professional, yet warming and engaging. Sales Skills | Analytical | Service Oriented | Team Player | Problem Solver
North Carolina Professional Insurance Association
License to sell Medicare and Medical Supplement for all 50 states
Medical terminology knowledge
Client relations expert
Complaint handling and resolution
Excellent communication skills
Complex problem solver
Customer service mindset
Exceptional verbal/written communication
Strong problem solving
Collaborative team player
Client relations expert
Health Care Specialist06/2015 to 12/2016Optum-United Health CareCharlotte, NC
Addressed customer questions about billing statements for Lowe's and Belk clients.
Achieved first-call resolution and returned business, increasing revenue for clients by educating and assisting customers with credit websites, setting up payments and receiving electronic-billing statements, disputing transactions, and reviewing any upcoming promotions.
Met federal compliance regulations by notating detailed information on customer accounts regarding billing questions, ensuring accurate and updated notes on accounts that led to better service and quicker resolution of misunderstandings or adjustment to account not completed.
Reduced operation costs and increased revenue for clients by meeting business goals for quality, customer interaction time, and first-call resolution, resulting in positive feedback from customers to recommend Synchrony financial bank for new and continuing customer business.
Generated $1.5B in revenue by selling debt cancellation products, 100 per month, for clients from 2007 - 2011, exceeding sales expectations, and resulting in being recognized as top performer in selling debt cancellation products.
Ensured all federal, state, and local regulations were executed within compliance guidelines by serving as Subject Matter Expert for training and coaching associates both locally and at Kettering, Ohio site, aiding in productivity for Lowe's client.
Served as member of GEOS Achievement Committee that resulted in recognizing top performers for exceptional service to internal and external customers.
Presented data to senior leadership, showing positive results of recognizing employees' performance that increased overall company's morale.
Worked on Health Ahead Committee, as member, that focused on better eating habits, importance of exercise, and meditation and relaxation methods, improving employee performance and decreasing absentness.
SALES ASSOCIATE01/2000 to 01/2009MACYSCharlotte, NC
Computed sales prices and operated register.
Replenished floor stock and processed shipments, ensuring product availability.
Increased overall revenue by conducting point-of-sale opening and closing procedures, including total interaction with customer from entering store and finalizing sale.
Addressed merchandise and sales questions and made recommendations to purchase additional merchandise.
Explained benefits of establishing credit with Macy's that included additional savings.
Assisted with special orders that resulted in positive feedback.
Conducted monthly and quarterly physical inventory, providing key insight into consumer purchasing trends that led to ordering top-selling merchandise.
Trained new employees on running register, completing markdowns on merchandise, processing new applications, and merchandising department layout, enabling Sales Associates to quickly service customers.
Provided consistent training for Sales Associates, ensuring full understanding of objective of selling and pricing, leading to customers recommending store to friends and family.
CUSTOMER SERVICE REPRESENTATIVE01/1999 to 01/2002SPRINT PCSCharlotte, NC
Responded to customer inquiries through inbound calls.
Educated customers regarding products, prices, and availability of Sprint services, ensuring all questions related to billing issues and US service locations were resolved.
Up sold products and services to customers while creating personalized customer experience, increasing revenue for Sprint PCS and meeting customers' individualized personal plan needs.
Education and Training
BACHELOR OF ARTS (BA): EducationUniversity of North CarolinaCharlotte, NCEducation