Customer Service Office Assistant

CORE COMPETENCIES

●Customer Service & Client Relations ● Self-starter

● Team Building & Leadership ● Microsoft Office

● Communication and Interpersonal Expert ● Adaptive

● General Medical Expert

Authorized to work in the US for any employer.

PROFESSIONAL EXPERIENCE

Harris Teeter - Winston-Salem NC September 2022 - May 2024

Office Assistant & Customer Service Clerk

Ensured customers receive exceptional service by providing hospitality through our Take Excellent Care of Our Customers standards.

Conducted weekly/nightly store accounting and administrative reviews such as bookkeeping and facility management.

Supported team efficiency with various duties such as floor monitor, customer service clerk, cashier and bagger as needed.

Novant Health Medical Group - Winston-Salem NC December 2020 - August 2022

Customer Service Representative

Demonstrated patience, empathy, and compassion with patients over the phone.

Provided excellent written and verbal communication skills to patients, coworkers and management.

Was able to communicate clearly and concisely with pleasant telephone voice

Assisted patients with any technology issues to include Mychart logins, application navigation and account activation

Assisted patients with making payments toward their medical bills, process claims with insurance that is added, and add insurance that is not on file, email copies of bills to patients.

Assisted patients with complaints and questions, give customers information about different types of payments plans, set up payment plans with the patients. Scheduled patients upcoming appointments through EPIC system

BB&T Bank - Greensboro, NC March 2019 - December 2020

Client Care Specialist

Delivered exceptional client service and exceeded required performance standard by 2% during FY 2020, distinctive client experience for a broad range of products and services by answering inbound client calls, professionally and courteously.

Delivered BB&T’s Perfect Client Experience (PCE) attributes of reliable, responsive, empathetic and competent with each client interaction. Always employ the LAST (Listen, Apologize, Solve and Thank) model with each client.

Assessed client needs and suggest appropriate products and services. Open new accounts and complimentary services that meet client needs.

Maintained required performance standards (e.g. quality, attendance, promptness).

Accurately address client questions and concerns with an emphasis on minimal client effort. Refer complex or reoccurring issues to second level support and/or a Client Care Team Leader.

Ensured the security of client information and assist with minimizing bank losses by performing appropriately defined client authentication for each call received. Identify possible identity theft and fraud and escalate for follow-up and risk mitigation.

Accurately complete call wrap-up tasks and documentation to support training, forecasting and trending analyses.

Actively engage in providing feedback to improve communications and business processes.

Maintained high levels of client satisfaction through BB&T’s Voice of the Client (VOC) program.

Ensured each complaint is routed to appropriate queue for tracking and reporting purposes.

Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities.

Scheduled limited COVID only client appointments within the Greensboro branch

Old Navy - Winston-Salem, NC July 2018 to January 2022

Sales Associate

Always greet and engage with the customer using our products to connect.

Performed additional duties to aid in the successful operation of the business.

Listened to the customer and observe non-verbal cues to anticipate service needs.

Conducted product suggestions and add on additional items when interacting with customers during their shopping experience.

Maintained a clean and safe environment that prevents loss and minimizes risk.

Processed cashier transactions quickly, accurately and drive our brand loyalty programs

Keep our product folded, sized, in-stock and organized on the sales floor and up stocks/back stocks

Placed styles, sizes and colors of product on the sales floor so they are available for the customer

Welcomed customers to the fitting room and keep the area neat, clean and organized at all times

Processed all tasks quickly and accurately per company defined policies and procedures, with a focus on customer service and with a sense of urgency and pride

Executed the shipment process to meet productivity and presentation standards

Executed signage and markdown processes accurately and efficiently to meet productivity and pricing standards

Executed the replenishment tasks with attention to detail ensuring all styles, sizes and colors are available

Duke Energy - Greensboro, NC November 2018 to March 2019

Trainer

Planned, developed, and provided training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.\

Assess the impact of each educational course on staff performance and client satisfaction

Maintain updated records of training curricula and material

Also teach new trainees to schedule appointments for Duke Energy Technicians to visit home for any power issues and also for restoration of power due to disconnections for non-pay.

Team Lead

Maintained quality customer service by supervising the tasks and responsibilities of all assigned staff of the Customer Service Department.

Addressed team member questions, helps with team member problems, and oversaw team member work for quality and guideline compliance.

Communicated short term and long-term deadlines and sales goals to team members.

Ensured company brand materials and physical working spaces meet and exceed company presentation standards.

Provided a high level of customer service by assisting customers and assessing their needs by email and over the phone.

Assisted with customer complaints, escalations, and correspondence management.

Customer Service Representative August 2016 to February 2018

Handled inbound and outbound calls to assist members and providers and compiled reports on overall customer satisfaction.

Tracked and document customer information and requests in company data base.

Accepted and process customer payments via credit card or electronic check in company data base.

Assisted callers with making payment arrangements.

Handled requests for new services and supported requests to discontinue service.

Sold optional protection products and other additional equipment.

Completed customer inquiries on their account and payment statuses.

Adhered to all company policies and procedures.

Resolved billing or service complaints and refer grievances to appropriate designated department.

EDUCATION

Carver High School, Winston Salem May 2005

TECHNICAL SKILLS

EPIC Microsoft Teams Onesource

RevSpring Microsoft Word Microsoft excel

MyChart Outlook Genesys

Five9 EIQ

CRM Avaya

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