Customer Service Management

CHARMAINE NDUKU

***** *** ***** ***** *******, MD 206**-***** 443-***-**** ad5ply@r.postjobfree.com

ADMINISTRATIVE & CUSTOMER SERVICE MANAGEMENT

Energetic and self-motivated customer service professional with over 10+ years. Recognized for performance excellence and being an ‘’Highly Organized and Productive Employee. Goal-driven and continuously striving for excellence in Customer Service. Brings the ability to work remotely or on-site and can work with diverse teams. Strong customer service skills and team-oriented with a strong work ethic.

•Demonstrated skills in strategic planning and integrating management control systems and processes to meet present and future business conditions.

•Excellent oral and written communication skills.

•Strong analytical skills, including collecting, synthesizing, and summarizing relevant data, performing root cause analysis, analyzing workforce and competency data, and providing recommendations and solutions.

•Proven leadership/influencing skills, able to influence-highest levels of organizations and shape business and program outcomes.

•Technical Skills: Microsoft Office (Word, Excel, PowerPoint, Outlook), MS Excel (Advanced), MS Project, Adobe Acrobat, Document Imaging/Conversion,

•Areas of Expertise: Customer Service Management, Administration, Customer Support, Finance Support, Call Center Management, Conflict Resolution Team Management, Quality Assurance, Procurement, Compliance, Data Analysis, Records Management, Strategic Planning & Implementation, Professional & Leadership Development, Healthcare Program Management, Communications, & Organization, Utilization Management, Research Protocol Enhancement, Healthcare Operations, Hospitality

PROFESSIONAL EXPERIENCE

CUSTOMER SERVICE-FINANCE (REMOTE)

EXETER FINANCE CLASSISC CONCIERGE, ARLINGTON, VA 10//2022-present

Supports the daily operations of a contact center team to ensure performance metrics are met. Maintains knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures. Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues, and departmental performance levels.

Customer Service Management

•Responsible for identifying and resolving issues, problems, and concerns with clients. Recommend changes to policies and establish procedures and assist in the implementation of process improvements.

•Provided clarification of documents, forms, and notices. Provided technological support for each customer if required. Contacted dealerships to generate appointments for customers.

•Manages a call volume of 150+ client calls daily and manages payments and escalations.

RESIDENTIAL SUPPORT WORKER

VCBR, NOTTOWAY, VA 10//2021-03/2022

Responsible for monitoring the activities of participants and for ensuring compliance with program rules and conditions. ensuring the safety of participants and the security and sanitation of the program. Monitored operations of the program and reported to the Director.

•Maintained a comprehensive written record of events in the program log that occur during shift.

•Maintained participant sign-in/out sheets, attendance log as well as all other logbooks and records.

CORRECTIONAL OFFICER

NOTTOWAY CORRECTIONAL CENTER, NOTTOWAY, VA 01//2021-06/2021

Served in a sworn law enforcement capacity and performs a variety of program management and administrative support functions in support of the Department of Corrections. Performs various administrative and security tasks, including preparing work plans for the branch and implementing, monitoring, and enforcing appropriate security and safety measures for the facility.

•Supervised the inmates, security checks, and shakedowns, went through personal items to ensure safety, counted inmates to make sure all are present, helped with recreation activities for inmates, supervised staff, monitored visitors, assisted with feeding, etc

•Inspected conditions of locks, window bars, grills, doors, and gates at correctional facilities to ensure security and help prevent escapes.

•Oversaw record information, such as prisoner identification, charges, and incidences of inmate disturbance, and keeps daily logs of prisoner activities.

FRONT DESK CONCIERGE

CLASSISC CONCIERGE, ARLINGTON, VA 05/2022-09/2022

Responded to guest needs, promotes, managed programs, and maintained cleanliness and organization of the front desk area. Compiled and prepared reports and official documents and performed administrative functions and other assignments in support of office activities. Assisted in the comprehensive development of data and other supportive statistical and documentation essential to front office operations.

Administrative Support

•Manage incoming phone calls and direct them to the appropriate destination.

•Manage resident packages and mail, including scanning incoming and outgoing packages in a timely manner.

•Coordinated reservation for amenity space, loading elevators and loading dock. Arranged transportation and excursions upon visitor request.

•Provided information and recommendations and arranged for general business services for guests.

•Managed customer/guest requests for housekeeping and/or maintenance.

•Developed a network of contacts, service providers, and businesses within their communities to serve guests.

CUSTOMER SERVICE REPRESENTATIVE (TEMP)

PROMETRIC MARCH, NOTTINGHAM, MDC 03/2018-12/2019

Monitored call status for responses from various departments to ensure that call returns are done in a timely manner.

•Completed requests by greeting customers, in person or on the telephone, and answering or referring inquiries.

•Manage paperwork for nurse’s aide and food safety departments while receiving incoming calls.

•Coordinate with various test centers to navigate candidates for testing.

Customer Support & Analysis

•Analyzed and evaluated the effectiveness of operations to meet program objectives.

•Evaluated findings from studies and recommended more efficient and effective ways to manage workloads.

•Developed and facilitated the use of monitoring mechanisms to track the progress of major projects.

•Worked within MS-Word, MS Excel, and MS PowerPoint to gather information and present an analysis of information for presentation and communication.

MEDICAL OFFICE RECEPTIONIST (TEMP)

CAREFIRST, OWINGS MILLS, MD 01/2018-03/2018

Perform administrative and clerical functions, including managing calendars, screening calls, and organizing and filing payroll documentation. Develop and maintain administrative processes to achieve organizational objectives as well as to improve accuracy and efficiency. Welcomed patients and visitors by greeting patients and visitors, in person or on the telephone, answering or referring inquiries.

Administrative Management

•Interviewed patients before appointments for medical or case histories as well as maintained the confidentiality of records.

•Scheduled and coordinated patients' appointments and processed insurance claims and payments in compliance with established medical policies and regulations.

•Supported administrators and management teams in handling staffing and patient care-related issues and developing and implementing efficient medical procedures.

•Prepared and distributed daily appointment schedules to doctors and other healthcare staff, as well as assumed responsibility for the scheduling of medical operations.

Customer Service

•Optimized patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone.

•Monitored patient appointments for on-time schedule by notifying provider of patient's arrival; reviewing service delivery compared to schedule; reminding provider of service delays.

CALL CENTER SUPERVISOR (LONG-TERM CONTRACT)

STAFFING COMPANY, BALTIMORE, MD 05/2015-01/2018

Managed large amounts of inbound and outbound calls in a timely manner. Followed communication “scripts” when handling different topics. Identified customers’ needs, clarify information, researched every issue, and provide solutions and/or alternatives.

•Participated in interviews and onboarding of team members.

•Handled discipline and termination of employees in accordance with company policy.

•Participated in and conducts training and managed a schedule of shifts.

•Identifies and recommends expansions to technology, equipment, and processes that will improve customer and employee experience and retention.

•Seized opportunities to upsell products and provides price quotes as requested.

•Responded to problems, offer solutions, and ensure customers are responded to in a timely manner.

EDUCATION

Center for Urban Families/Job Readiness Program Certificate, Baltimore, MD

Sabrina Crawford Inc./Certified Medication Technician Certificate, Townson, MD

Woodstock Job Corps/Business Certificate, Woodstock, MD

Howard High School Diploma, Columbia, MD

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