Customer Service Support
Resume:
Massire Sangare
New Rochelle, NY 10801
(929) 451 - 3701
**********@*****.***
OBJECTIVE
Experienced Customer Service Representative with a diverse background in providing exceptional support across various industries, including telecommunications, hospitality, and retail. Seeking to contribute my skills and expertise to a dynamic organization that values customer satisfaction and employee growth. SKILLS
● Over 7 years of experience in Customer Service, Customer Support, & Customer Care.
● Excellent communication skills, both written and verbal, with a strong ability to de-escalate challenging situations.
● Proficient in using customer relationship management (CRM) software and customer support tools..
● Strong problem-solving skills, adaptability, and a commitment to maintaining a safe and welcoming environment.
● Time management and organizational skills
● Adaptability and a willingness to learn
● Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
● Knowledge of data entry and database management
● Familiarity with social media platforms for customer engagement
● Technical troubleshooting skills for various electronic devices.
● Exceptional customer service and communication skills in a healthcare setting.
● Proficiency in healthcare terminology and insurance processes. EXPERIENCE
Hampton Inn, New York, NY — Guest Service Agent
SEPTEMBER 2022 - SEPTEMBER 2023
● Welcomed and assisted guests with check-in, check-out, and room reservations.
● Provided information about hotel amenities, local attractions, and dining options.
● Addressed guest inquiries and resolved issues, ensuring a positive stay experience.
● Managed room assignments, payments, and billing inquiries with accuracy.
● Maintained a tidy and organized front desk area for efficient guest service.
● Collaborate with cross-functional teams to ensure smooth operations and customer satisfaction.
● Achieved a 95% customer satisfaction rate through effective communication and problem-solving. Verizon, Bronx, NY — Customer Support Specialist
MAY 2020 - AUGUST 2022
● Assisted Verizon customers with technical inquiries, billing concerns, and account troubleshooting.
● Delivered expert guidance on product features and helped customers make informed decisions.
● Achieved consistently high customer satisfaction ratings through effective problem-solving.
● Collaborated with team members to resolve complex issues and meet performance goals.
● Participated in ongoing training to stay updated on Verizon's product offerings.
● Managed a high volume of incoming calls while consistently meeting performance metrics.
● Conducted follow-up calls to ensure customer satisfaction and gather feedback.
● Recognized as a top-performing team member, consistently exceeding performance targets. Montefiore Medical Center, Bronx, NY — Contact Center Representative AUGUST 2017 - MAY 2019
● Efficiently manage a high volume of inbound calls from patients, families, and healthcare providers.
● Demonstrate deep empathy and active listening to understand patients' medical concerns and scheduling needs.
● Schedule appointments, verify insurance information, and provide clear instructions for upcoming visits or procedures.
● Collaborate with medical staff to ensure patients' requests and inquiries are addressed promptly.
● Maintain strict adherence to HIPAA regulations and patient privacy standards.
● Managed the flow of patients in the waiting area to minimize wait times.
● Handled administrative tasks, such as filing medical records and maintaining office supplies.
● Collaborated with medical staff to relay patient messages and coordinate follow-up care. Liberty Tax Service, New York, NY — Receptionist
JUNE 2016 - AUGUST 2019
● Greeted clients and scheduled appointments for tax preparation services.
● Assisted tax professionals with administrative tasks, document management, and client communication.
● Handled phone inquiries, provided tax-related information, and directed calls to the appropriate staff.
● Maintained a welcoming office environment and ensured client confidentiality.
● Demonstrated strong attention to detail and organizational skills in managing client files.
● Provide prompt and courteous assistance to customers via phone, email, and chat.
● Address customer inquiries, concerns, and complaints with empathy and professionalism.
● Recognized for outstanding cash-handling accuracy and friendly service. EDUCATION
St. John’s University, Queens, NY — Bachelor of Science in Healthcare Management AUGUST 2019 - MAY 2023
St. Barnabas High School, Yonkers, NY — Highschool Diploma AUGUST 2015 - JUNE 2019
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