Dedicated Customer Service Representative, motivated to maintain customer satisfaction and contribute to company success.
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Energetic work attitude
Creative Problem Solving
Type 45-50 WPM
Customer service expert
Adaptive team player
Contributed to the coaching/developing of tenured hires for crossover into new skill sets, of which was closely monitored and overseen by my direct supervisor, resulting in impressive feedback as well as recognition for efforts.
Provider Services Representative09/2014 to CurrentSpectera Vision Lab United HealthcareBaltimore, Maryland
Communicate with Optometrist concerning patient eyeglass/contact lens orders Provide credits and reimbursements for lost/damaged eyeglass frames provided by the doctors Provide status check and feedback regarding orders placed for contacts and eyeglasses Correspond with outsource labs for orders not completed in house(status, quality, and expeditor issues) Edit orders that were place via providers that were incorrect to ensure quality Training and development of new hires and tenured department transfers Verify patients insurance coverage, benefit allowance(eyeglasses, and contact lenses) Grant approvals or denials for redo orders based upon various policies and procedures(miss shipped, damaged, and or defective materials) Multiple training modules to refresh and extend knowledge for better marketability.
Customer Service Specialist/Trainer05/2011 to 12/2014JC PennyBaltimore, Maryland
Process customer catalog orders, reorders, and deliveries Handled customer returns/exchanges, and price adjustments per company guidelines Customer account maintenance: acct look-ups, opening of new credit accts, billing/payments Visual Merchandising-Merchandising products to maximize salability Actively listen and respond to customer needs Heavy cash handling, end of day reports, bank deposits Train, coach, and develop new associates upon hire to make sure they meet company/department standards for potential growth.
Senior Brand Representative/Supervisor10/2010 to 05/2011Pacific SunwearColonial Heights, Virginia
Coach and develop new and tenured sales associates for company standards as well as growth Screen new applicants, interview scheduling, and performance evaluations Assist customers in the total shopping experience Process customer purchases at point of sale, and returns Assist in merchandising store and maintained account of products Cash handling responsibilities, such as bank deposits and end of day reports.
Sales Associate/Peer Advisor03/2009 to 06/2010Gap IncCincinnati, Ohio
Assist customer's in locating merchandise nationwide.
Process customer purchases at point of sale.
Provide total customer experience to all visitors.
Liaison between management and associates to facilitate continual growth.
Customer Service02/2008 to 03/2009Kroger HeadquartersCincinnati, Ohio
Applicant screening, scheduling of interviews, interviewing, and basic office duties.
Triage inbound calls to ensure accurate departmental response, as well as provide information concerning lines of credit.
Handle customer complaints from incident's which occurred at the local store level.
Data Entry Specialist05/2007 to 02/2008U.S. Bank/IRSCincinnati, Ohio
Process tax payments for corporate business owners.
Input tax payer payment information into IRS database.
Utilized quality measures to monitor data for errors, corrections, and adjustments.
Maintain high level of security to protect client sensitive information.
Customer Service Agent/Team Lead08/2006 to 04/2007Donnelly CommunicationsAtlanta, Georgia
Handle inbound customer calls concerning catalog orders for approximately 40 different clients, and assisted with training of new associates.
Handle customer complaints and reports for Crime-Stoppers.
Issued refunds and resent materials for broken, damaged, and non-received merchandise.
Tracing and tracking packages per customer request.
Account Manager11/2005 to 07/2006ER SolutionsDunwoody, Georgia
Answer customer concern's regarding billing and payment issues, updated customer information as requested.
Grant or deny payment arrangements, or extensions based on account status.
Issues reconnect or disconnect order based upon payment or company errors.
High School Diploma: Marketing/Advertising05/1998Hunter Huss High SchoolGastonia, NC, USA
Medical Office Administration2015Community College of Baltimore CountyOwings Mills, Maryland, USAMedical Office Administration
Professional and friendly, Careful and active listener, Strong public speaker, Efficient at Multi-tasking