Owings Mills, MD 21117
Result-Oriented communications professional with excellent communication and progressive experience in customer service, client Relationships and operations. Proactive, Resourceful & analytical person with the ability to multitask, work under pressure and achieve customer satisfaction by building maintaining and customer relationship and loyalty with polished, professional, and friendly demeanor.
•Excellent Communication skills (Verbal & Written) • Market Research and benchmarking
•Advanced research skills • Client Engagement
•Data Entry and Maintenance • Conflict Resolution and Mediation
•Microsoft Office and G Suite Proficiency • Product Management
•Sales Force • Pricing & Profitability Management
TRANSCORE LLC MDTA – EZPASS/DRIVEEZMD
Middle River, MD
Customer Relationship Management
11/2020 to present
•Managed inbound and outbound phone calls, chats and emails to customers and provide quality, responsive, and positive customer contact with the intent to retain the customer and assist with the past-due situations, manage EZpass Accounts, toll violations, license plate suspensions/flags and DMV related issues in a timely and efficient manner.
•Diplomatically de-escalate calls from irate customers and work with them to address concerns related to toll violations, administrative fees, and disputes.
•Worked with a team of CSRs and other departments improve customer satisfaction rate from 78% to 95% by responding to customer needs and complaints in a timely and efficient manner
•Monitored performance and enforced policies and procedures to ensure that all personnel meet or exceed expected service and performance levels.
•Performed account maintenance including E-Zpass account changes, closings, adjustments, and statements requests.
•Utilized and gained expert knowledge of the “integrity” software, used in storing and processing customer’s personal information, vehicle information and payment (credit card) information attached to individual EzPass Accounts.
•Collaborated with team of specialists, driving Key Performance Indicators (KPIs) for CRM adoption and Utilization.
•Researched and resolved account issues which includes the processing of toll adjustments, disputes, reversals, and fee adjustments for customer E-ZPass accounts.
•Escalated customer complaints and issues to correct personnel, including MDTA when typical procedures did not achieve resolution.
•Ensures DriveEZMD & Pay by Plate MD customers’ service requirements are protected and accounted for in accordance with TransCore and MDTA’s standards of performance.
Delta by Marriott Hotel
Hunt Valley, MD
Customer Service Associate 08/2018 to 10/2020
•Managed and filtered the flow of communication requests, and questions coming into the customer care team and across all other departments of the organization
•Maintained comprehensive knowledge of organizations services by studying about products, services, and customer services processes to effectively address customer needs and inquires
•Registering guests, managing reservations, and providing information about rooms, rates, and amenities
•Recorded guest’s inquiries and complaints by documenting inquiry and response in customers’ accounts
•Built relationship with the guest/customers and collaborate with my peers and leaders for effective productivity
•Answering large amount of inbound calls from guest in a professional and polite manner and assist with their enquiries
•Managed on-site customer requests via phone/emails and transferring calls to the right department
•Monitor all cash transactions for front desk employees according to bank agreement policies
•Handling cash, credit card payments, verifying and adjusting billing as needed
•Running daily reports, reviewing what needs to be communicated to the next shift’s staff.
Education Details - Degree Institute/University
Master’s in Human Resources Management University of Maryland Global Campus MD USA