Customer Service Manager
Resume:
Myeasha Young
**** ***** ** *** * Little Rock, Arkansas 72211• **********@*****.*** • 501-***-****
TEAM PLAYER METICULOUS ATTENTION TO DETAIL SWIFT LEARNER
Objective
Obtain a position at a company where I can maximize my management skills, quality assurance, program development, and training experience.
Profile
Bring professional presence, great team work mechanics and dependability to thriving companies to continue successful growth.
Work History
palco december 2018-present
Customer Service TEAM LEAD
little rock, Arkansas
• Work with the customer service team effective directly on a daily basis.
• Assists individuals in completing paperwork or understanding program requirements as well as efficiently and effectively answers questions or resolves issues.
• Represents Palco in all interactions with the public by providing quality service to internal staff and external clients.
• Initiates required action for response to caller requests, including the need for additional support by other Palco staff or requests for documents, and communicate such requests to the proper department.
• Processes documenting and mapping billing.
• Conducts follow-up phone calls for quality and satisfaction.
• Reviewing scheduling based on staffing.
• Queue focus and escalation calls
• QA audits
• Daily and weekly attendance of meetings.
At&t Inc APRIL 2016 – DECEMBER 2018
Senior Customer Relations Specialist
Little Rock, Arkansas
• Actively obtaining customers account and service using retention efforts.
• Actively work with others to understand issues and gather necessary information for movement toward resolution
• Manage fast pace phone queue and handle multiple forms of electronic communications.
• Assist in the rapid assessment of both the nature and severity of customer problems and initiate calls to various support organizations as needed.
• Articulating clear, concise trouble resolution back to the customer based on their issues.
• Follow established policies and procedures.
• Provided exceptional customer service with customers
• Performed entry-level management duties; including trained new hires, investigated customer inquiries and requests, and other daily operations of management
• Processed orders, provided technical support, and other services to ensure customer satisfaction
• Product solicitation for the company promotional events
Arkansas Pediatric Clinic
Medicaid and Referrals Rep JANUARY 2015-APRIL 2016
Little Rock, Arkansas
• Determine the individuals needs and screen potential eligibility or Medicaid related services, utilizing a standard screening process
• Coding patient diagnosis
• Provide efficient, timely, and consumer friendly services to facilitate the Medicaid eligibility and application review process
• Assist the individual in collecting and gathering required information and documents for the Medicaid and mental health referrals
• Collect and maintain accurate approved Medicaid and mental health referrals
• Assist with patients calling to schedule appointments
MORTGAGE CONTRACTING SERVICES JUNE 2014 – JANUARY 2015
Preservation Coordinator
Dallas, Texas
• Receive and review incoming work orders, prioritize, contact the appropriate resources as needed; enter transactions into PC using multiple systems
• Verify accuracy; resolve general customer issues using multiple resources and records
• Prepare, edit, distribute, and/or correcting specialized and/or complete
• Monitor queue, ensuring necessary property preservation is completed properly
• Manager a number of vendors
• Occasionally over the reception desk routing incoming calls and manager visitors
wingspan SEPTEMBER 2011 – JUNE 2014
Office of the President Dallas, Texas
• Handling and responding to executive mortgage complaints
• Responding to executive complaints in a limited time frame
• Ensuring all customer needs are met and satisfaction
At&t Inc APRIL 2004 – SEPTEMBER 2011
Senior Customer Relations Specialist
Little Rock, Arkansas
• Actively obtaining customers account and service using retention efforts.
• Actively work with others to understand issues and gather necessary information for movement toward resolution
• Manage fast pace phone queue and handle multiple forms of electronic communications.
• Assist in the rapid assessment of both the nature and severity of customer problems and initiate calls to various support organizations as needed.
• Articulating clear, concise trouble resolution back to the customer based on their issues.
• Follow established policies and procedures.
• Provided exceptional customer service with customers
• Performed entry-level management duties; including trained new hires, investigated customer inquiries and requests, and other daily operations of management
• Processed orders, provided technical support, and other services to ensure customer satisfaction
• Product solicitation for the company promotional events
Leadership
• Senior Customer Care Specialist, led a team of customer care specialist through their daily operations
Technical Skills
• Proficient in Microsoft Office Suite, Multi Phone Line System, 10-key type, Data Entry
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