Customer Service Manager

RAISHONA AUSTIN

Professional Summary:

Dedicated customer service manager with 10+ years of experience in "pharmaceutical services" call

center setting. Consistently achieve record-high customer satisfaction rankings, improvements to the

bottom line and turnaround of underperforming operations. Respected builder and leader of customer-

focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company

goal attainment. Lead by example and ensure the execution of all safety, security, quality and HIPPA

policies. Experience Customer Service Management Complaint Handling & Resolution Retail Operations

Management Customer Satisfaction Enhancement Front-End Supervision Teambuilding & Training Cost-

Reduction Strategies

Skills:

Word processing Articulate and well-spoken

[55] WPM typing speed Proofreading

Advanced Excel spreadsheet functions Maintains confidentiality

Database management Independent worker

Accurate and detailed Works well under pressure

Professional and mature Dedicated team player

Patient charting Medical terminology

Work History:

Coretech September 2012 to Present

Administrative Assistant

• Entered numerical data into databases in a timely and accurate manner.

• Scanned documentation and entered into the database.

• Obtained scanned records and uploaded them into the database.

• Produced monthly reports using advanced Excel spreadsheet functions.

• Organized forms, made photocopies, filed records and prepared correspondence and reports.

• Added new material to file records and created new records.

• Assisted with receptionist duties, file organization and research and development.

Express Scripts September 2005 to October 2012

Case Coordinator/Pharmacy Technician

• Entered numerical data into databases in a timely and accurate manner.

• Process prescriptions or mail orders.

• Trained and supervised customer service representatives.

• Fostered an environment in which guests enjoy high levels of service and employees are

motivated to deliver top performance.

K-Mart June 2005 to May 2008

Department Store Manager

• Promoted to position to recruit, train and supervise customer service representatives and foster

an environment in which guests enjoy high levels of service and employees are motivated to

deliver top performance.

• Manage front-end operations to ensure friendly and efficient transactions at checkout.

• Selected Contributions: Won "Spotlight for Peers" for instrumental role in perfect quality

assurance.

• Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff

retention due to the success of employee-development and morale-building programs.

• Elevated client-satisfaction index from 86% to 92% within two years; ensured the swift resolution

of customer issues to preserve customer loyalty while complying with company policies.

• Trained CSRs and managers in five struggling stores, and contributed to significant improvements

in guest satisfaction and sales.

• Exemplified the second-to-none customer service.

Goins, Graham & Associates Law Offices March 2003 to October 2006

Paralegal

• Specialize in bankruptcy, criminal, civil, family and contract law.

• Increased clientele by 40%.

• Introduced training programs that enhanced employee performance and helped build a motivated

workforce.

• Prepared briefs for attorney to appear in court.

Education:

Sanford Brown College

Associate of Applied Science: Applied Sciences in Paralegal Studies

3.8 GPA

Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss

prevention, time management, leadership and performance assessment.

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