Customer Service Representative
Resume:
Ebony Harris Gaither
Henrico, VA *****
*************@*****.***
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Trained other employees on appropriate phone handling to effectively resolve customer issues, which resulted in a 10% increase in customer service rating.
Authorized to work in the US for any employer
Work Experience
Customer Service/Retail Associate
Beauty Zone-Henrico County, VA
April 2023 to Present
Assist customers with purchasing different types of supplies. Answered multiple different questions to help customers make perfect decisions on what products best fit them. Also use POS system to ring up multiple items and also assisted with returns as well as keeping items stocked. Constantly scanning items to ensure a proper value amounts were updated as well as assistant with the inventory orders. Responsible Key Holder, ensured store opened and closed at its appropriate time also making sure all sale signs were up with proper sales information.
Cashier/Customer Service
Ollie's Bargain Outlet-United States
October 2022 to March 2023
Frontend cashier who is responsible for running the POS system while giving exceptional customer service. Engage with customers to complete transactions and handle cash drawers. Ensured that prices are accurate and payments are collected in every form, whether cash or credit. Calculate prices accordingly, redeeming coupons, and assist the customers with all the information required. Ring up sales, price checking, taking care of coupons, putting the purchase in the bags, and collecting the payment from the customer. Also took care of maintaining receipts, withdrawals, and records. Front Desk Receptionist
Commonwealth Eye Care Associates-United States
February 2022 to August 2022
Greet patients and visitors in a professional and friendly manner, providing information and assistance as needed. Manage the front desk, ensuring a smooth flow of patients and staff. Handle phone calls, including scheduling appointments and taking messages for staff. Use computerized systems to update patient records, manage scheduling, and perform other administrative tasks. Conduct thorough documentation reviews to ensure patient records are accurate and up to date. Run insurance information for coverage and collect co-pay. Maintain HIPAA compliance and confidentiality in all aspects of the job while managing patient inquiries and concerns in a timely and professional manner. Assist with medical office management, including managing supplies and inventory. Member Service Representative (Call Center)
Magellan Complete Care-Henrico VA
September 2018 to January 2022
Actively listened and probed callers in a professionally and timely manner to determine purpose of the call.
Researched and articulately communicated information regarding member eligibility, EAP devices, claim status, and authorization inquiries to callers while maintaining confidentiality. Resolved customers administrative concerns as the first line of contact- this included claims resolution and other expressions of dissatisfaction.
Informed providers and members on Appeal process.
Participated in activities as requested to help improve Care Center performance, excellence and culture. Provided information regarding in-network and out-of-network providers and facilities. Senior Member Service Advisor/Office/Call Center
Health Savings Administrators-Richmond, VA
October 2014 to February 2018
Assisted with the development of the call center's operations, quality and training processes. Provided accurate and appropriate information in response to customer inquiries. Supervised and trained all staff on multiple Customer Service products. Coordinated all department functions for team of 7 employees. Provided onsite training.
Successfully led key projects.
Coordinated meetings with other department managers and served as main liaison between Tsys Debit Card
Company.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Trained staff on how to improve customer interactions. Administrative, Call Center
Va Dept of Health Professions-Glen Allen, VA
May 2014 to October 2014
Oversaw a range of administrative functions, such as product registration, answering incoming phone calls, addressing customer inquiries, generating reports, and manage various office files. Prepared and edited letters, reports, memos and emails. Ran errands to the post office or supply store and arranged meetings and appointments. Gather and update office data in a regular and accurate manner, maintain well-organized records to respond swiftly to various administrative needs. Maintained office supplies inventory by monitoring stocks, anticipating requirements, and placing orders when necessary for seamless day-to-day business operations.
Quality Assurance/ Banking Call Center
Capital One-Glen Allen, VA
May 2011 to April 2014
Provided detailed monthly departmental reports and updates to senior management. Monitored several lines of business to ensure government regulations are being followed with agents taking
Credit Card collection phone calls.
Trained internal staff on new system that was implemented to ensure better quality on monitors. Exceeded departmental goals and maintained high levels of productivity. Quality Assurance, Customer Care New Hire Trainer
T-Mobile Call Center-Glen Allen, VA
August 1999 to April 2011
Trained staff on how to improve customer interactions. Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met. Formulated and enforced Service Center policies, procedures and quality assurance measures. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Provided a high level of product and leadership support to representatives and clients. Effectively communicated with team members to maintain clearly defined expectations. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction. Education
Online course in Dentistry
J Sargeant Reynolds Community College - Richmond, VA 1994 to 1996
High School Diploma
Watertown High School - Watertown, NY
1993
Skills
• CRM Software
• Medical Coding
• SAP
• ICD-10
• Insurance Verification
• Salesforce
• Supervising experience
• Leadership
• CPT Coding
• EMR Systems
• Microsoft Outlook
• Medical Records
• Microsoft Word
• Microsoft Office
• Medical terminology
• Inside sales
• Medical Scheduling
• HIPAA
• Microsoft Excel
• EMR systems
• Medical records
• EDI
• Laboratory Experience
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