Annette Bates

The Perfect Candidate

Richmond, VA 23237

ad2kt2@r.postjobfree.com

+1-804-***-****

PROFESSIONAL Dedicated Customer Service Representative, devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding the Highest of Standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues. Dedicated and talented at processing high volumes of error-free transactions and meeting departmental goals. Offering over 30 years of experience in quickly resolving customers issues and maximizing customer retention opportunities. Proficient in managing the conversational flow and diffusing difficult customer situations. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Supply Chain Analyst

Axelon/Wesco & Anixter Distribution - Ashland, VA

February 2022 to Present

Highly energetic Supply Chain Analyst known for implementing effective processes that deliver cost- saving efficiencies.

Polished individual, skilled in multitasking while establishing lasting relationships with key stakeholders. Polished in planning and implementing supply chain optimization projects and designing and facilitating methods to gather and manage supply chain data.

In-depth knowledge of supply chain processes paired with deep familiarity with data mapping and mining. Strategic and analytical thinker with a solid understanding of contracts and pricing. Talented Logistics Specialist with a detail-oriented and hardworking approach to keeping goods flowing efficiently.

Highly organized and forward-thinking team player, to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. A reliable employee seeking a full-time position offering excellent communication and good judgment. Member Loyalty Advocate

Concentrix (General Motors, Onstar) - Charlotte, NC June 2021 to December 2021

Resolved concerns with products or services to help with retention and drive sales. Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Answered over 40 calls per shift to meet fast-paced call center demands. Addressed escalated customer service issues sent from sales and service teams to save customer relationships.

Maintained accurate and current customer account data with manual forms processing and digital information updates.

Initiated termination of customer contract upon request. Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.

Contributed to company achieving and holding industry-leading customer service ratings. Described product highlights and benefits to help guide purchasing decisions. Educated customers on current promotions, upgrades or new offerings available under current plan. Adhered to company policies and scripts to consistently achieve call-time and quality standards. Referred complex issues relating to online order system or technology to help desk for further evaluation. Documented and detailed calls and complaints using call center's CRM database. Researched issues through the identification of similar past problems and recommended most appropriate solution.

Promptly responded to inquiries and requests from prospective customers. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Exhibited high energy and professionalism when dealing with all levels of clients and staff. Implemented and developed customer service training processes. Applied highly effective selling skills while properly engaging and presenting solutions to customers. Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.

Created and maintained detailed database to develop promotional sales. Resolved associate, tool, and service delivery issues revealed by statistical reports. Cross-trained and provided back up for customer service managers. Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Promoted available products and services to customers during service, account management and order calls.

Delivered prompt service to prioritize customer needs. Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.

Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Handled over 40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

Enhanced productivity levels by anticipating needs and delivering outstanding support. Remote Customer Service Representative

Maximus( Cover VA) - Richmond, VA

February 2021 to June 2021

Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction. Answered over 60 calls per shift to meet fast-paced call center demands. Maintained accurate and current customer account data with manual forms processing and digital information updates.

Initiated termination of customer contract upon request. Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.

Contributed to a company achieving and holding industry-leading customer service ratings. Adhered to company policies and scripts to consistently achieve call-time and quality standards. Documented and detailed calls and complaints using the call center's CRM database. Performed various clerical duties by filing and faxing documents and creating customer databases. Researched issues through the identification of similar past problems and recommended the most appropriate solution.

Exhibited high energy and professionalism when dealing with all levels of clients and staff. Assessed caller accounts to determine medical benefits, identify service needs, and resolve issues. Implemented and developed customer service training processes. Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Delivered prompt service to prioritize customer needs. Facilitated inter-departmental communication to effectively provide customer support. Answered an average of 60 calls, emails, and faxes per day, addressing customer inquiries, solving problems, and providing product information.

Investigated and resolved customer inquiries and complaints quickly. Educated customers about billing, payment processing, and support policies and procedures. Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.

Server/Hostess

ShoneysofRichmond - Chester, VA

June 2017 to June 2018

Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags. Kept register accurate through correct billing, payment processing and cash management practices. Collaborated with the kitchen team to support order preparation, manage efficient deliveries, and minimize customer service issues by verifying meals. Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies.

Created orders, documented special requests, and followed up with kitchen personnel to foster top- quality service and minimize complaints.

Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers. Collected credit card, cash, and gift certificate payments and dispensed change for cash transactions. Supervised restocking of salad bar and buffet for lunch and dinner service. Worked with POS system to place orders, manage bills, and handle complimentary items for dissatisfied customers.

Helped customers place orders, explained menu items, and suggested appropriate options for food allergy concerns.

Greeted and maintained relationships with regular customers. Replenished food items and other supplies, which included paper products and canned goods to keep the pantry well-stocked during busy periods.

Establish sentimentalism, following established preparation procedures to provide guests with excellent experiences and foster repeat business.

Bussed and reset 30 tables per shift, working efficiently to keep the dining room and work areas clean. Increased sales by upselling desserts to customers. Prepared beverages and filled food orders for customers. Server/Cashier

WaffleHouse - Chester, VA

August 2016 to June 2017

Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.

Processed POS transactions, including checks, cash and credit purchases or refunds. Reviewed and resolved differences between accounting information and cash drawer. Organized and reported on financial information to document payment histories and assist with sound financial accounting.

Mentored new team members on POS system operation, customer service strategies, and sales goals. Used cash registers and POS systems to request and record customer orders and compute bills. Prepared and submitted end-of-shift reports using POS. Assisted customers by answering questions and fulfilling requests. Educated customers on promotions to enhance sales. Worked closely with cook staff to solve problems and handle customer concerns. Trained as server and provided back-up coverage to provide customers with optimal support. Operated cash register for cash, check, and credit card transactions with 100% accuracy. Reconciled cash drawer at the start and end of each shift, accounting for errors and resolving discrepancies.

Served the needs of more than 20 customers in a busy restaurant environment. Worked with managers to complete daily counts and maintain funds security to minimize theft and mismanagement risks.

Assisted customers with special services, account updates, and promotional options. Efficiently processed new orders, 50+ daily transactions with remarkable accuracy. Counted cash in register drawer at the beginning and end of shift. Answered questions about store policies and concerns to support positive customer experiences. Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.

General Manager

H2O Hospitality - Farmville, VA

March 2001 to October 2005

Organized budgets, oversaw P&Ls, and achieved margin targets consistently to stay on track with growth plans.

Applied performance data to evaluate and improve operations target current business conditions, and forecast needs.

Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.

Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency Increased monthly staff retention rate by 50% after implementing new training programs.

Increased sales by 74% by establishing goals, and overseeing performance. Identified and capitalized on community business opportunities with effective networking. Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.

Devised and deployed successful marketing strategies, dramatically boosting store ranking. Implemented innovative programs to increase employee loyalty and reduce turnover. Enforced quality assurance protocols to deliver ideal customer experiences. Designed a modern employee recognition program that boosted productivity and improved morale. Improved productivity while reducing staffing and operational costs. Reviewed performance data to monitor and measure productivity, goal progress, and activity levels. Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.

Evaluated suppliers by assessing quality, timelines, and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency. Managed budget implementations, employee reviews, training, schedules, and contract negotiations. Enhanced operational success through effective staffing, strong training, adherence to safety regulations, and well-timed customer service.

Exceeded regional annual sales target.

Implemented operational strategies and effectively built customer and employee loyalty. Boosted productivity by consolidating material planning, data collecting, payroll, and accounting programs into one main system.

Developed and maintained relationships with customers and suppliers through continual communication. Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands. Directed safety operations and maintained a clean work environment to adhere to FDA and OSHA requirements.

Complied with company policies and government regulations to prevent and detect rule violations and protect organizations from fines and lawsuits.

Renovation Supervisor

The Stratford House - Ponca City, OK

January 2000 to February 2001

Supervised renovation of 200-room Hotel.

Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge, and customer demands. Enhanced training programs to strengthen employee knowledge and promote new managers from within.

Oversaw and optimized the work of 5 employees.

Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.

Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.

Applied strong leadership talent and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.

Measured team performance and reported metrics to leadership team members. Identified individual employee's unique work styles and adapted management methods. Conducted scheduled and impromptu evaluations to assess work performance. Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.

Interviewed, hired, and trained new employees for renovation positions. Set and managed schedules to give proper coverage to required areas and meet customer service demands.

Evaluated employees' strengths and assigned tasks based on experience and training. Utilized standard operating procedures, effective crew resource management, communication, and procedures specified in the company operation manual. Monitored employee performance and provided coaching and constructive guidance to address areas of concern.

Set the overall vision and provided team leadership. CSR Agent

Rockingham Group Insurance Co - Lexington, VA

June 1997 to October 2000

Accounts Receivables, Accounts Payables, Customer Service, Sales, renewals, Collections, Inspections, and deposits.

Was Property and Casualty licensed.

Transcribed information with 100% accuracy.

Documented caller information in Windows Answered 30-50calls per day. Handled and resolved customer complaints.

Advised customers about new products and assisted customers in determining the best insurance product for their needs.

Informed clients of policies and procedures.

Delivered transcription with precise use of grammar, spelling, and punctuation. Compiled lists of potential clients to develop and expand the book of business. Quoted prices and credit terms to prepare sales contracts. Typed up to 60 wpm to provide verbatim transcripts. Collaborated with 3 team members to resolve issues and identify appropriate issues for escalation. Resolved caller issues quickly and thoroughly.

Used DOS and Windows to input and process several insurance policies. Increased company profits by 78% by exceeding individual daily sales goals. Obtained knowledge on how to operate various pieces of equipment. Assisted callers to achieve organizational goals.

Comprehended and documented legal terminology.

Obtained client information by answering telephone calls. Called several prospective clients in the market area. Liaised between new customers and various departments throughout the organization. Excepted Payments Completed cash reports daily.

Made daily deposits.

Efficiently quoted rates, after inspecting property. Wrote and sold Insurance policies.

Education

Certified in VDSS Information Security and Privacy Awareness Training Maximus - Richmond, VA

May 2021 to Present

90% in Cyber Security

Concentrix Center of Learning - Charlotte, NC

July 2021

100% in CPNI CERTIFIED

Concentrix of Learning - Charlotte, NC

July 2021

Certification in Serv Safe, Food Industry

Hampden-Sydney College - Hampden Sydney, VA

April 2001

P & C Liscensed in Insurance And Risk Management

Salem Community Business College - Salem, VA

March 1998

GED in Business

Appomattox County High School - Appomattox, VA

September 1983 to January 1985

Skills

• SKILLS

• Microsoft Windows 10 Microsoft (10+ years)

• Office Administration Medical Word Microsoft Office Billing and Receiving Payroll (5 years)

• Accounts Receivable (10+ years)

• Customer Service Data Entry

• Telephonic Applications Sales Insurance Agent Marketing

• Data Entry 13,000 KPM (10+ years)

• Contracts

• Intake

• Zendesk

• Google Suite

• Salesforce

• Agile

• Medical scheduling

• Banking

• Relationship Management

• General Ledger Accounting

• Insurance Sales

• Customer Relationship Management

• Food Industry

• Help Desk

• Medical office management

• Office manager experience

• Account Reconciliation

• Medical Billing

• Employee Evaluation

• Financial Report Writing

• Active Directory

• Human resources

• Journal Entries

• Account Analysis

• Accounting Software

• Managed Care

• CPT coding

• ICD-10

• HCPCS

• Documentation review

• Adobe Acrobat

• SOX

• QuickBooks

• VMWare

• ICD coding

• Benefits administration

• Medicare

• Quality control

• Analytics

• EDI

• Customer service

• Microsoft Office

• Data collection

• Freight

• E-commerce

• Case management

• Medical records

• HIPAA

• Medical terminology

• EMR systems

• Medical collection

• SAP

• Process Improvement

• Typint 70 WPM (10+ years)

• Filing (10+ years)

• Call Center Trained (3 years)

• Microsoft SQL Server

• Accounts payable

• Computer Networking

• Business Analysis

• Forecasting

• Supply Chain

Certifications and Licenses

Property & Casualty License

Assessments

Customer focus & orientation — Proficient

December 2021

Responding to customer situations with sensitivity Full results: Proficient

Customer focus & orientation — Proficient

May 2021

Responding to customer situations with sensitivity Full results: Proficient

Technical support — Proficient

January 2022

Performing software, hardware, and network operations Full results: Proficient

Administrative assistant/receptionist — Proficient December 2021

Using basic scheduling and organizational skills in an office setting Full results: Proficient

Supervisory skills: Motivating & assessing employees — Proficient January 2022

Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient

Customer service — Proficient

September 2021

Identifying and resolving common customer issues

Full results: Proficient

Technical support: Customer situations — Proficient January 2022

Responding to technical support situations with sensitivity Full results: Proficient

Work motivation — Proficient

January 2021

Level of motivation and discipline applied toward work Full results: Proficient

Customer service fit — Proficient

January 2022

Measures the traits that are important for success for customer service roles Full results: Proficient

Recruiting — Proficient

January 2022

Managing the candidate sourcing and selection process Full results: Proficient

Work style: Professionalism — Proficient

January 2022

Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient

Administrative support professional fit — Proficient January 2022

Measures the traits that are important for successful administrative support professionals Full results: Proficient

Spreadsheets with Microsoft Excel — Proficient

January 2022

Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient

Verbal communication — Proficient

January 2022

Speaking clearly, correctly, and concisely

Full results: Proficient

Work style: Reliability — Proficient

February 2022

Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient

Call center customer service — Proficient

August 2021

Demonstrating customer service skills in a call center setting Full results: Proficient

Office manager — Proficient

November 2023

Scheduling and budgeting

Full results: Proficient

Attention to detail — Proficient

January 2022

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Written communication — Proficient

January 2022

Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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