Customer Service Representative

Justina Ward

***** ********* **** *****, *** Locka, Florida 33054

786-***-****• ****.*******@*****.*** • www.linkedin/in/JustinaWard Summary

Highly motivated and disciplined professional possessing a blended diverse skill set with a proven track record to function in a variety of ways and is adept at bridging gaps to accomplish organizational interest. Dynamic customer service professional experienced in both call-center and retail store settings. Productive relationship builder; excel at listening to customer needs, articulating product benefits, and creating solutions that provide value to the customer. Highly professional, time savvy, reliable, and able to perform duties with minimal supervision, and ability to work well in an established team. Professional Strengths:

Key Achievements:

● Resolved customer complaints by identifying problems and taking appropriate corrective action – resulting in 50% increase in the department's efficiency.

● Demonstrated professional etiquette and manners when interfacing with customers and customer complaints, which resulted in 60% more improvement from customers feedback.

● Improved the effectiveness of the customer service department 48% by providing training and setting up training materials.

● Promoted to lead customer service representative in three months following excellence in delivering customer education on the company’s services and commendation by supervisors.

● Effectively managed and responded to over 300 inbound calls for information in one day, without any complaints from callers.

Professional Experience:

Nation Safe Drivers

Dispatcher Boca Raton, Florida 02/2020- 11//2020

● Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing problems.

● Developed reputation as an efficient service provider with high levels of accuracy.

● Managed customer calls effectively and efficiently in a complex, fast-paced and challenging dispatching center environment.

● Politely assisted customers via telephone.

● Communicated with vendors regarding tow availability and special orders. Technology Training Preventive

Maintenance

Excellent

Organization

Scheduling Team Oversight Customer

Assurance

Coordinating Skills

Team Management Superb Communication

& Written Skills

Problem

Resolution

Time Management

Allmed Pharmacy

Team Lead of Verifications Deerfield Beach, Florida 10/2017- 02/2020

• Helping the team understand performance targets and goals

• Collected all personal, medical, and insurance information to provide accurate verification of benefits

• Trained new employees on office procedures, policies and protocols

• Confirmed patient information, collected copays and verified insurance. Posted charges and payments.

• Resolve issues related to patient dissatisfaction by taking measured and corrective actions to prevent future recurrence

Fast Track Debt Settlement

Customer Service Representative Fort Lauderdale, Florida 10/2016- 10/2017

• Analyze customer accounts to determine whether it is considered delinquent

• Prepare and send notifications of payments past due

• Assist customers in finding a way to meet financial obligations without getting further behind

• Place phones calls to customers to remind them of payments and account balance

• Prepare delinquent account, and monthly payment change reports for management

• Reviewed information given by clients of customers with overdue accounts

• Placed phone calls, sent invoices, and emailed customers to remind them of account contracts payments

• Filed customer information according to urgency of account Global Response

Customer Service Representative North Lauderdale, Florida 07/2014-09/2016

• Managed a high-volume workload within a deadline-driven environment.

• Resolved an average of 550 inquiries consistently in all areas (speed, accuracy, volume).

• Provide effective and timely resolution of a range of customer inquiries.

• Able to maximize positive outcomes for effective conflict resolution techniques.

• Outstanding operational knowledge of PC windows platforms.

• Strike a positive and cooperative tone with both customers and coworkers.

• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Education:

Broward Community College, Coconut Creek, FL - 2018 Administrative Office Specialist Certificate

2015 Career Pathways Workshop

Careersource Broward

Piper High School, Sunrise, FL - 2011

Diploma - Honors

Other Relevant Information:

Winner of the 2009 National Novel Writing Month Contest Certificate Of Excellence 2011 - 2012

Certificate Of Appreciation 2012

Certificate Of Completion-Career Pathways Workshop 2015

Certificate Of Completion-Universal Center Orientation 2016

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