Customer Service Call Center
Resume:
Laquanda Wright
Customer Service Lead with * Years of Inbound Call Center Experience and Remote
Savannah, GA 31419
ad5wbp@r.postjobfree.com
• 12 years of experince exceeding profitabliity and sale targets by 80%or more
• Very enthusiatic with a can do attitude self-starer can multitask
• Recognized for excellence in 0peration, people management, problem solving and team building.
• Sucessful at motivating, training, and developing team members to drive profitablilty in high volume environment
Authorized to work in the US for any employer
Work Experience
Billing Client Experience Agent Thriveworks
Thriveworks - Savannah, GA
August 2019 to Present
• Responsible for resolving payment disputes between clients, clinicians and insurance companies.
• Assist perspective and new clients in scheduling canceling and rebooking appointments with clinicians.
• Managed perspective clients in the sales and client experience processes utilizing account requirements and provided premium customer service throughout, closing the sale and securing new client relationships
• Ability for cross-collaboration between departments.
• well-trained and developed Sales Professionals who can properly understand the needs of our clients/ patients, navigate them through our sales process, and ultimately facilitate an excellent customer experience where the end result is a client/patient.
• Managing a robust leads pipeline via multi-channel sources in CRM, and utilizing a tech stack for every call that includes NICE in Contact, our Sales CRM, and our Internal and proprietary booking tool.
• Handle inbound and outbound contacts in a courteous, timely, and professional manner
• Ensure first call resolution through problems solving and effective call handling
• Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
• Accurately document and process customer claims in appropriate systems
• Lead fact-finding discussions to determine the best options for the customer
• Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
• Comply with requirements surrounding confidential information and personal information
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
• Adhere to all attendance and work schedule requirements
• Helps establish/implement goals, objectives, policies, procedures and systems for the assigned clinical areas.
• Participates in the development and implementation of clinical plans.
• Selects, trains/orients, and supervises departmental personnel. Responsible for work assignment and daily operations.
• Evaluates performance and recommends merit increases, promotions, and disciplinary actions.
• Resolves problems in clinical areas and ensures compliance with regulations and standards.
• Helps fiscal management and other administrative staff to develop/implement cost effective policies and procedures for all clinical areas, as well as billing, insurance, fee schedules, credit/collections, purchasing, and space planning.
• Monitors and controls clinical expenditures to remain within budget.
• Participates in professional development activities to keep current with health care trends and practices.
• Maintains strictest confidentiality.
• Performs related work as required.
• Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”. Patient Care Assistant
Memorial Health - Savannah, GA
May 2020 to August 2021
• Perform biometric screening at client sites including finger stick blood collection, BMI, Blood Pressure and other health screeningservices based onservicepackage
• Performs basic waived testing technical procedures on blood samples and completes required quality control.
• Provide exceptionalcustomerserviceat all health screenings.
• Maintains accurate, complete, and legible records.
• Participates in training/retraining and continuing education programs as necessary.
• Complies with all designated safety policies and procedures in the work area, including the use of applicable protective equipment when necessary to prevent exposure to potentially infectious agents.
• Understands and complies with applicable federal, state and local laws. Adheres to quality assurance procedures and good manufacturing practices.
• Maintain all HIPAA and OSHA standards while on events.
• Performs other related duties as necessary.
Job Type: Full-time
Customer Service Representative
Petland - Savannah, GA
March 2017 to April 2020
Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures. Customer Service Representative
Humane Society of Broward County - Broward County, FL October 2014 to February 2017
• Demonstrates courteous and friendly manner towards customers, co-workers and volunteers on a daily and ongoing basis.
• Provides accurate information in a clear and concise manner in accordance with HSBC policies on a daily, ongoing and as needed basis.
• Assists with Front Desk operations such as, greeting and directing patrons, answering questions and answering phones in accordance with HSBC policies on a daily, ongoing and as needed basis.
• Shows animals to prospective adoption parents on a daily and as needed basis.
• Assists with all necessary animal paperwork at the time of send home, in accordance with HSBC policies on a daily, ongoing, and as needed basis.
• Enters all adoption information into the shelter management system in accordance with HSBC policies on a daily, ongoing, and as needed basis.
• Educates patrons about responsible pet ownership and care in accordance with HSBC policies on a daily, ongoing, and as needed basis.
• Conducts the required adoption follow-up to answer any questions and to verify that proper pet care is being given after the adoption is complete on a daily and as needed basis.
• Maintains neatness and cleanliness in areas surrounding the Front Desk, Lobby and Get Acquainted Suites on a daily and as needed basis.
• Maintains current on updated promotions, shelter services, shelter programs and adoption efforts.
• Encourages solicitations from patrons in accordance to HSBC policies on a daily and as needed basis. Must meet a $10 monthly solicitation average.
Customer Service Representative/Call Center
Global Recovery - Miami Gardens, FL
August 2009 to August 2014
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; bench marking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishment Customer Service
Tag support Company - Miami, FL
November 2006 to June 2009
Extensive Customer Service and troubleshooting experience assistant in payroll preparation by calculating all time sheets and related duties. Arranged all invoices to match orders of purchase for data entry into the computer. Responsible for sorting mail filing, light typing and updating customer accounts. Customer Service/ Collection Specialist
United Collection Bureau - Miami, FL
February 2002 to October 2006
Miami, FL
Answered an average of 300 customer calls a day in support of customer needs. Worked as a Collection Specialist in the promise to pay department to ensure customers where given assistance in bringing their delinquent account current. Performed duties in the retention department, retaining customers who stop paying on their
payment plans. Conveyed in a reassuring manner step by step instructions to resolve application issues. Reviewed and issue
Education
Associate
Skills
• Software Troubleshooting
• Pet Care
• Operations Management
• Facilities Management
• Telemarketing
• Help Desk
• Program Development
• Process Improvement
• Databases
• Computer Networking
• Technical Support
• Active Directory
• Microsoft Windows
• Operating Systems
• Remote Access Software
• Network Support
• Desktop Support
• Microsoft Windows Server
• DNS
• LAN
• DHCP
• Office management
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