CONTACT

678-***-****

ad3bea@r.postjobfree.com

SOFTWARE

Microsoft 365

LivePerson

Global Connect

Zendesk

Zoho Desk

PROFILE

Flexible and reliable virtual chat support representative with over twenty-five years of experience in delivering high- quality customer service and technical support. Skilled at responding to customer inquiries, requests, and complaints via live chat, email, and phone. Proficient in using various chat software, CRM systems, and troubleshooting tools. Demonstrated ability to increase customer satisfaction, retention, and loyalty. Seeking to leverage my skills and experience to join a reputable company as a virtual chat support representative.

SKILLS

Type 50 wpm

Process improvement

Customer engagement

Customer satisfaction

Communication

Strategic thinking

EXPERIENCE

Customer Engagement Specialist w Remote w Dec 2021–Jan 2024

Catalis

Processed courthouse payments and customer inquiries via phone, chat, and email. Met and exceeded customer's expectations for onboarding service level agreements (SLAs) per each Use Case/Solution. Implemented customer engagement strategies to improve customer satisfaction. Conducted regular customer satisfaction surveys to gather feedback and identify areas for improvement in Catalis' customer engagement strategies. Identified and proposed process improvements to enhance customer engagement and satisfaction for Catalis.

Customer Service Specialist w Remote w Feb 2007-Oct 2021

Budget Movers

Resolved customers’ issues with products and services received Handled customer escalations and provide timely resolutions. Proactively identified opportunities to improve client satisfaction and product engagement. Collaborated with cross-functional teams to identify and implement process improvements to drive efficiency in customer service operations. Developed and executed customer retention strategies to increase customer loyalty and a reduction in churn.

Clerical/Customer Support w Atlanta, GA w Oct 2000-Jan 2007

Hire Dynamics

Subcontracted on a variety of client engagements, spanning from clerical/administrative duties to call center customer service. Accurately documented and processed customer inquiries using CRM/ERP applications. Utilized knowledge base and training to accurately answer customer questions. Ensured first-call resolution through problem-solving and effective call handling. Scheduled travel arrangements and worked with vendors at staff conferencing venues. Managed corporate records and monthly reports. Monitored web traffic, email, and social media.

Medical Front Office w Atlanta, GA w Sept 1994-Jun 2000

Emory Children’s Center

Greeted customers, registered patients at check-in and check-out and answered telephones. Scheduled appointments and other administrative duties that support the hospital. Maintained a secure and confidential environment for patient records, adhering to HIPAA guidelines and company policies. Ensured timely and accurate billing of patient services to insurance companies and follow up on any rejections or denials. Promoted compliance with all state and federal regulations related to medical records and patient information. Managed patient appointments and optimized scheduling efficiency. Coordinated with other departments to support seamless patient care and efficient operations.

EDUCATION

Atlanta Metropolitan College

Dekalb College

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