Customer Service Care Associate
Resume:
Jae Lucas
Columbus, OH *****
Telephone: 740-***-****
Email: **************@*****.***
JL
Experience
Quality Assurance and Social Team, Candid Co.
Columbus, OH — October 2022 - October 27th, 2022
Responsibilities
●Reviewing agent/patient interactions to ensure that company standards are being met.
●Gather interaction based trends in order to present them to the team to determine what changes, if any, need to be made to how interactions are being handled.
●Monitor social media pages and respond to feedback as needed.
●Submit calibrations to supervisors as needed based on agent interactions for long-term coaching needs.
Support Lead, Candid Co.
Columbus, OH — November 2021 - Current
Responsibilities
●Helping support agents navigate patient accounts to ensure that their journey is running smoothly.
●Handling escalation callbacks, taking on high touch cases, and approving refunds.
●Making sure support agents have access to the tools they need to make each, and every interaction successful.
●Real time coaching with agents in the form of Slack messages, and Google Hangouts/one on one sessions.
●Documenting trends in interactions and agent help inquiries to develop materials and trainings.
●Managing queues/coverage.
●Submitting calibrations to supervisors for more long-term coaching needs.
Support, Candid Co.
Columbus, OH — October 2020 - November 2021
Responsibilities
●Helping patients through their journey, and making sure they get
the care and attention they need to ensure their journey runs
smoothly.
●Keeping detailed notes of the patient’s experience for future agents
to make sure that the patient’s journey continues to go smoothly.
●Understanding Candid’s processes and procedures, and being able to explain them in a way that the patient will understand.
●Being the middleman between the patient, and the orthodontist, and communicating the orthodontist’s directives to the patient clearly.
●Helping teammates by answering general questions in pod channel.
●Covering huddles for supervisor as needed/when asked to do so.
Merchandise Processor, Torrid OHDC
West Jefferson, OH — August 2020 - October 2020
Responsibilities
●Sorting through internet returns, and making sure that all of the
items listed on the invoice are in the package.
●Adding the items back into the system, repackaging, and getting
them returned to the floor.
●Putting orders together, and getting them ready for shipment.
Customer Service, Lowe's
Marietta, OH — February 2019 - August 2020
Responsibilities
●Cashier
●Customer service
●Processing returns
●Having a basic understanding of products to be able to assist customers with purchases.
●Internet fulfillment (filling and readying orders for customer pickup)
●Answering and making phone calls
●Helping make sure the front end is able to run smoothly
Cashier, Speedway LLC
Marietta, OH — April 2018 - December 2018
Responsibilities
●Cashier
●Customer service
●Product stocking
●Maintaining store cleanliness and Speedway expectations
●Food preparation
Cashier, Warren’s IGA
Marietta, OH — April 2017 - April 2018
Responsibilities
●Cashier
●Customer service
●Product stocking
●Cleaning register area
Deli, Warren’s IGA
Marietta, OH — April 2017 - April 2018
Responsibilities
●Customer service
●Food preparation
●Slicing meats and cheeses
●Answering phones
●Taking orders
●Cleaning
●Stocking
Cashier, Walmart
Marietta, OH — October 2016 - January 2017
Responsibilities
●Cashier
●Facing/fronting aisles
●Product stocking
●Customer service
Pet Care Associate, Petsmart
Tampa, FL — May 2016 - June 2016
Responsibilities
●Pet care
●Cashier
●Product stocking
●Customer service
Culinary Operations Host/Hostess, Seaworld Parks & Entertainment
Tampa, FL — October 2015 - December 2015
Responsibilities
●Provide exemplary service and ensure culinary standards of service are met
●Follow menu guidelines to specifications and serving procedures
●Process and serve in a timely and courteous manner
●Perform general housekeeping tasks
●Processing monetary transactions
●Perform general food prep work
Telemarketing Sales Representative, JAK Productions
Parkersburg, WV — November 2012 - December 2014
Responsibilities
●Help nonprofit clients acquire new donors
●Build long term relationships with donors
●Maintain and exceed sales quota
●Follow customized scripts
●Reach out to donors
Accomplishments
●Brought in maximum donor revenue
●Employee of the month four times
●Exemplary attendance record
●Quality call service
Education
Washington State Community College
Early Childhood Education — Spring Semester 2016
First Semester Completed
Washington County Career Center-Adult Technical Training
GED — August 2015 - September 2015
Skills
●Computer Skills
●Communication
●Organization
●Multitasking
●Salesforce
●Zendesk
●De-escalation
●
References
Available upon request.
Contact this candidate