Auriel olds

757-***-**** adupiz@r.postjobfree.com

SUMMARY

High performing My life Advisor with a passion for Customer Success. Eight years of experience impacting positive organizational outcomes through attention to detail, communication and empathy. Confident in my ability to collaborate with cross-functional teams to solve complex, high-stake problems. Committed to continuous improvement and contributing to team success. SKILLS

Case Management

Patient Advocacy

Data Confidentiality

Decision Making

Team Collaboration

Documentation and Reporting

Customer Service

Friendly, Positive Attitude

EXPERIENCE

My Life Advisor, ADP, May 2022-Current

Conducted extensive research on daily basis to identify potential gaps and issues affecting market position of clients

Received a Top 2 NPS score of %100

Utilized SaaS software to troubleshoot clients with tier II browser & application errors solving each problem without escalating to tier III tech support Provided basic end-user support for walking customers through software setup and reconfiguration.

Developed and established new relationships to drive company growth. Compiled customer feedback for cross-functional departments to improve product or service features.

Customer Rep 1, Anthem, October 2021-May 2022

· Tracked and measured 6-minute call handle time for assessing and resolving caller issues with full attention to detail.

· Achieved 100 % positive customer service ratings by delivering customer-centric services for first-call resolution

· Delivered full tier 2 client support to answer 90 % of high-stress calls without escalated concerns.

Improved customer service wait times to mitigate complaints. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Security Guard, Allied Universal,, April 2018-June 2019 Prevented 85% of escalations by using verbal and physical strategies Conducted continuous monitoring and regular patrols look aimed at preventing unauthorized access to building

Inspected parking lot to verify parking permits and ticketed or towed unauthorized vehicles. Enforced security regulations and escorted non-compliant individuals to private areas for processing.

Customer Service Representative, TCC Barnes & Nobles, December 2015-March 2018 Optimized sales by 2.5% through development of visually pleasing displays Increased customer loyalty by 10% by promoting cost-effective and robust programs Led entire operations in terms of evaluating, creating, and delivering alternative courses of action for professional growth

De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Upheld quality control policies and procedures to increase customer satisfaction. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

EDUCATION AND TRAINING

High School Diploma

Booker T Washington High School, Norfolk VA January 2013

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