Customer Service Representative
Resume:
ANNETTE BATES
Richmond, VA *****
**************@*****.***
I have effective communication skills that will build and sustain good working relationships with employees, clients, and vendors.
Excellent organizational and time management skills, with an ability to plan and prioritize multiple projects and deadlines in a fast-paced environment, with excellent attention to detail.
Ability to work autonomously, with an understanding of when the Operations Manager or other senior leaders need to be involved in decision-making.
Punctual and reliable; can be dependent upon to honor commitments and manage/meet deadlines.
Excellent interpersonal, relationship and team-building skills.
Able to exercise sound judgment, act with integrity and preserve confidentiality.
Proven ability to provide exceptional customer service experience.
Supply Chain Analyst/Research Analyst
Axelon/Wesco & Anixter Distribution - Ashland, VA
March 2022 to March 2024
Effectively used SharePoint for sharing, and researching Supplier and their representatives, and territories.
Gathering information through supplier catalogs to gather current lead times and confirm available inventory and continuously using Data Science by collecting data on the companies and material.
Using Data Management to collect information from several different supplier databases and organize the data to analyze and be able to organize and distribute analysis.
Regularly and efficiently producing results for Inventory Management using the SAP on ERP Systems to execute reports or research data from other teammates through the TEAMS App while being able to have further discussions.
Analyzed large datasets using SQL and Python to identify trends, patterns, and insights.
Collaborated with cross-functional teams to define project requirements and deliver actionable recommendations based on data analysis.
Performed data cleaning, transformation, and validation processes to ensure accuracy of analytical results.
Utilized advanced Excel functions (e.g., VLOOKUP, PivotTables) for data manipulation and analysis tasks.
Implemented quality control measures to ensure accuracy and integrity of data used for analysis.
Provided ad-hoc analytical support to various departments within the organization upon request.
Conducted exploration data analysis (EDA) techniques such as clustering, dimensionality reduction, and outlier detection.
Implemented effective processes that deliver cost-saving efficiencies while establishing lasting relationships with key stakeholders.
Member Loyalty Advocate
Concentrix (General Motors, OnStar) - Charlotte, NC
June 2021 to February 2022
Serving as a primary point of contact as a advocate for clients, I maintained accurate and current customer account data with manual forms processing and digital information updates while providing exceptional customer service to a large volume of calls, resolving inquiries and issues promptly to ensure high levels of satisfaction.
Initiated termination of customer contract upon request.
Negotiated contracts and pricing agreements with clients, consistently achieving favorable terms for the company
Created customized reports and presentations for clients, highlighting key metrics and insights relevant to their business goals.
Collaborated with cross-functional teams to resolve client issues, coordinating efforts to deliver solutions by escalating client complaints promptly
Developed strong relationships with clients, earning their trust and loyalty through effective communication and problem-solving skills.
Remote Customer Service Representative
Maximus (Cover VA) - Richmond, VA
February 2021 to June 2021
Adhered to company policies and scripts to consistently achieve call-time and quality standards for call center.
Managed a high volume of incoming calls and emails from remote customers, quickly and accurately answering their questions by assessing their accounts to determine medical benefits, identifying service needs, and resolve their issues while consistently meeting or exceeding performance metrics for response time and customer satisfaction.
Utilized CRM software to accurately document customer interactions, inquiries, and resolutions, maintaining comprehensive records for future references using EHR.
Provided step-by-step guidance to remote customers on how to navigate online platforms or use software applications effectively while identifying patterns or recurring issues reported by them and proactively communicated the issues to the appropriate departments for process improvement initiatives
Effectively managed angry or dissatisfied remote customers by actively listening to their concerns, empathizing with their frustrations, and finding suitable solutions that exceeded expectations whenever possible.
Processed policy renewals and endorsements accurately by maintaining knowledge of the industry regulations and company policies to ensure compliance in all customer interactions questions and scenarios requiring specialized knowledge within specified time frames.
2008 Through 2021
I traveled with my husband’s work, him being an Iron Worker, working side jobs waiting tables or temp jobs just to keep busy while he worked. He is no longer with us leaving no issues of any kind.
General Manager
H2O Hospitality - Farmville, VA
March 2001 to October 2007
Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
Oversaw all aspects of daily operations, including staff management, increasing staff retention rate by 50% after implementing new training programs, customer service, by implementing effective marketing strategies that increased customer traffic by 74%, and financial performance and inventory, by ordering precise quantities of stock and executing corrective actions to drive profitability.
Developed and implemented strategic plans to drive business growth and increase profitability by using leveraged Data Analytics tools, establishing strong relationships with key stakeholders such as suppliers, vendors, and customers to enhance business partnerships.
Led a team of 35 employees, conducting regular performance evaluations, identifying areas for improvement while providing constructive feedback, by providing guidance, training, and support to ensure high levels of productivity and performance
Created employee schedules that ensured adequate staffing levels during peak hours while controlling labor costs.
Ensured compliance with health and safety regulations by conducting regular inspections and implementing corrective actions when necessary.
Managed and resolved conflicts among team members to maintain a positive work environment as well as resolved any customer complaints promptly and effectively to maintain high levels of customer satisfaction.
Administrative Assistant/Agent
Rockingham Group Mutual Insurance Company - Lexington, VA
August 1996 to October 2000
Managed and maintained executive calendars, scheduling appointments, meetings, and travel arrangements while screening phone calls and emails for executives, providing accurate information or redirecting inquiries to appropriate staff members.
Created efficient filing systems both electronically and physically to ensure easy retrieval of important documents by maintaining office supplies inventory from anticipating needs and placing orders in a timely manner.
Responded to inquiries from clients/customers in a timely manner, serving as the primary point of contact, handling the sensitive information with utmost confidentiality while maintaining data integrity, providing accurate information ensuring their needs were met.
Provided administrative support during contract negotiations by preparing necessary documents, tracking revisions, and ensuring compliance with legal requirements and maintained confidentiality agreements with external partners/vendors to protect sensitive company information.
Demonstrated proficiency in using various software applications (e.g., Microsoft Office Suite) to create documents/spreadsheets/presentations/reports efficiently and accurately.
Supported marketing team in organizing trade shows/exhibitions including booth setup/teardown, arranging promotional materials, and coordinating staff schedules while cultivating positive relationships with key stakeholders (e.g., clients, suppliers, and business partners).
Education
Certification in Introduction to Career Skills in Data Analytics
LinkedIn Learning
Linked Portal
Certificate in Excel Quick Tips
LinkedIn Learning
Linked Portal
Certification for Excel Essential Training (Microsoft 365)
LinkedIn Learning
Linked Portal
Certificate for Introduction to Career Skills in Data Analytics
LinkedIn Learning
Linked Portal
Certificate of Completion for Learning Data Analytics
1 Foundation
LinkedIn Learning
Linked Portal
Certification in Computer and Information Systems Security
Molina Healthcare, Inc
Learning & Development
Richmond, VA
PCI & Fraud Certification
Concentrix Learning (General Motors Onstar)
Certification in Cybersecurity Certification
Concentrix Learning (General Motors Onstar)
Certification in HIPPA State Certified
Molina Healthcare, Inc
Learning & Development
Richmond, VA
Certification in CPNI Certification
Molina Healthcare, Inc
Learning & Development
Richmond, VA
Training in Cyber Security Training Completed
Molina Healthcare, Inc
Learning & Development
Richmond, VA
Training in Customer Training
Molina Healthcare, Inc
Learning & Development
Richmond, VA
Certification in Serv Safe Certification Food Safety
Hampden-Sydney College - Hampden Sydney, VA
Training in VDSS-ISRM1000: VDSS Information Security & Privacy Awareness Training
Molina Healthcare, Inc
Learning & Development
Richmond, VA
Licensed in Insurance and Risk Management
Salem Community College - Salem, VA
High School Diploma
Appomattox County High School
- Appomattox, VA
September 1983 to January 1985
Skills
Zendesk • SharePoint • Intake • Public relations • Microsoft 365 Office • Analytics • Google Docs • Business Analysis • Microsoft SQL Server • EDI • Accounts Receivable • Salesforce • EMR Systems • Documentation Review • Conflict Management • Account Reconciliation • Office Administration • Microsoft Excel • Computer Networking • SAP • Microsoft Outlook • Filing • Employee Evaluation• Microsoft Outlook • Filing • Data Entry• ERP Systems • Leadership • Agile • Typing 55 WPM • Organizational Skills • Supervising Experience • E-Commerce • Relationship Management • Marketing •TEAMS • VMWare • CRM App • Marketing • Forecasting
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