Experienced Assistant Store Manager equipped with extensive experience in retail management and sales. Employs excellent leadership skills and multi-tasking strengths. Adept at problem solving, customer service and hiring and training hardworking, quality staff.
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Kano, Lotus Notes, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Proclaim, Quest, Salesforce, RED, Mainframe
Strong organizational skills
Active listening skills
Energetic work attitude
High customer service standards
Service solutions expert
Conflict resolution proficiency
Strong problem solving ability
SDO #463 Data Collection from Client Brokers
Contributed to Creating the ABLE BRG Booth for Diversity Day
World Class Certified CSR 2016
The U.S. Conference of Mayors and VSP Global
kicked off our partnership to provide access to eyecare for those in need with
four days of no-cost eye exams and glasses to residents in Atlanta. For the event, we provided no-cost eye
exams and glasses for qualifying adults and children in need. Overall, 206 people were seen
by VSP Mobile Clinic. 29 pairs of
glasses were made on the clinic and 175 were sent to the lab to be made. 729 gift certificates were handed out to those
we could not see.
01/2016 to Current
Hybrid CSRVSP － Columbus , Ohio
Process a variety of claims types, both in-network or out-of network, which are submitted by providers or members.
Provide World Class service to member, doctor, and client callers by assisting them with their benefit, claim or other questions.
04/2015 to Current
Customer Care RepresentativeVSP － Columbus, Ohio
Responding to telephone inquiries ranging from routine to complex situations from members, doctors and clients.
Accurate completion of necessary documentation, letters and forms processing.
Policies and Procedures for claim payment and billing errors.
Policy and Procedures for resolving customer complaints and grievances.
Effectively maintain and support service level and average speed of answer (ASA) standards.
Ensure understanding and adherence to job/department specific requirements, policy and procedures.
11/2014 to 03/2015
Seasonal Customer Relations Representative IIGAP － Grove City, Ohio
Inbound and Outbound call center environment providing support to Gap Inc.
stores and customers.
Managed complex customer issues and deescalated situations for both internal and external customers.
Researched and resolved complex customer concerns.
Maintained strong working relationships with customers, stores and external vendors.
Resolved store customer issues.
Input customer contact information and critical or reoccurring customer service issues.
09/2013 to 09/2015
Customer Support Research Specialist IGAP － Grove City, Ohio
Ensured a superior customer experience through quality monitoring.
Retaining and building customer loyalty.
Maintained strong relationships with our customers, field teams, contact center teams, and vendors.
Resolved all of customer relations' technical issues in a timely manner.
Deescalated customer issues.
Conflict resolution, interpersonal communication skills and logged critical or reoccurring customer service issues.
Provided call support to the GID call center and customer service areas as needed.
01/2013 to 07/2013
Customer Care RepresentativeAlliance Data － Columbus, Ohio
Resolved inquiries and educated the customer regarding their credit accounts.
Up sale to eligible customers different product offerings.
Update and document account information and records.
Follow established guidelines for quality and productivity.
Authorize/decline purchases based on the customer's financial profile.
Open new credit card accounts for eligible customers.
11/2012 to 01/2013
CSR IISafelite Solutions － Columbus, Ohio
Engaged customers, insurance agents, and/or auto glass shops by phone.
Entered claim information electronically to resolve customer issues quickly.
Verified customer insurance coverage and deductible amounts.
Identified and scheduled service with an auto glass provider to repair damages.
04/2011 to 04/2013
Owner, Childcare Provider, Licensed ODJFSTisha's Tots － Columbus, Ohio
Self-employed, Home based Childcare Provider.
Observe and monitor children's play activities.
Keep records on individual children, including daily activities, meals served, and medications administered.
Instruct children in health and personal habits such as eating, resting, and toilet habits.
Read to children, and teach them simple painting, drawing, handicrafts, and songs.
Organize and participate in recreational activities.
Assisted in food preparation for children and regulated rest periods.
09/2003 to 07/2011
Assistant Store ManagerAutoZone － Columbus, Ohio
Assisting the Store Manager with everyday daily functions of a retail automotive store.
Scheduling, Managing up to 37 employees in three different departments.
Budgeting, Merchandising, store displays, inventory, customer service and Multi-tasking.
Training peers and providing excellent customer service.
Bachelor degree of Science: Business Management Sports ManagementFull Sail UniversityBusiness Management Sports Management
Bachelor's Degree: Business Management/AdministrationOhio Dominican UniversityBusiness Management/Administration