Customer Service Data Entry

C A Y A N N A C H A F F I N 214-***-****

*** ********* **********@*****.***

Wilmer, Texas 75172

SUMMARY

Administrative support professional with significant experience in the call center industry. Demonstrated strengths as a resourceful individual contributor and in leadership roles. Skilled in functioning well in back office roles providing team supervision, resolution of customer support issues and effectively handling escalations. Specific competencies include:

Analysis and communications skills

Computer software- Microsoft Office (Word, Excel, Outlook, PowerPoint)

Data Entry, Fax/copy/printer machines

Filing, time management, customer service.

PROFESSIONAL EXPERIENCE

Stadium People – ATT Stadium Arlington, TX Sept 2009 to Current

Supervisor

Providing world class customer service to our fans, Responsible for making sure my team brings excellent skills dealing with the public. Making sure our customers have a smooth transition entering into the stadium. Accountable for assisting with ticket issues and concerns and customer’s complaints. Being a team player and assisting the team with crowd control and fan experience.

Fedex Ground- PT Package Handler- Hutchins, TX 10/2016- to Current

Assist with pulling heavy packages off a moving conveyor belt to be loaded to designated truck, loaded packages into designated truck as well as sorted smaller packages to correct designation.

Liberty Mutual- Claims Customer Service- Plano, TX Oct/2015- Feb/2018

Handled high inbound calls from Liberty Mutual customers from policy holders to potential customers related to first notice of loss claims, policy/coverage questions, checking the status of existing claims, setting up services for liberty mutual insured, and answering general questions. Made outbound calls to third party partners to assist with services to be set up for the customer. Worked through multiple systems and implemented quality standards.

Special tasks- crossed trained in Status calls, CVO(Safeco) and CRC, wildfire defense and work from home

Parallon- HCA- Customer Service Irving, TX Nov/2019 to Current

Customer service rep handling inbound calls from patients regarding the bills from their hospital visit. Taking between 60-80 calls a day calls very from simple calls taking payments to more complexed calls to have to research the account and send for review. Works with multiple systems on a daily basis, work from home with experience in Webex for meetings and everyday chat with teams, as well as webcam for virtual meetings and huddles.

Positions Held at Sprint Sept 2004- May 2015

SPRINT - Business Order Support Irving, TX 2006 to May 2015

Processed multiple back office requests for internal and external customers which included ordering equipment, applying credits, changing plans, adding discounts all to ensure the external customers were satisfied with our service.

SPRINT - Business Back Office Team, Irving, TX (2008 to 2011)

Postmaster

Assigned work to representatives on the team to ensure productivity for the department, Quality check to assigned work once it was completed by the representative to ensure satisfaction from the customer. Managed multitasking of researching accounts, conference calls and data entry.

CAYANNA CHAFFIN **********@*****.*** PAGE TWO

SPRINT - Public Sector Specialized Team, Irving, TX (2007 to 2008)

Prepared price and plan quotes for government accounts, Proactively called the government point of contacts for the accounts to ensure accuracy with the account and answered any questions.

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SPRINT NEXTEL- CDMA Proactive Retention, Irving, TX (2006 to 2007)

Customer Service Representative – Sales

Proactively called customers to informed them about better plans options for their accounts. Effectively handled outbound calls to our customer with potential high churn rate to keep their business. Assisted customers with resolving their financial predicament.

Selected for Special Project : Traveled to Temple, Texas to help analyze the different CDMA Proactive Retention programs, and brought the information back to discuss with team

SPRINT NEXTEL- Corporate End-User Ft. Worth, TX ( 2004 to 2006)

Business Customer Service Representative

Handled high volume inbounding calling in a call center environment from business general customers, assisted customers with billing issues which consists of but not limited to financial, products and services, technical support, and general question or concerns about their Sprint bill. Provided information on additional products that would benefit the customer’s account.

SPRINT NEXTEL- Business General, Ft. Worth, TX (2004 to 2005)

Customer Care Specialist I

Provided world class customer service by handling high volume inbound calls from our external customer, which included but not limited to billing, tech support, devices, promotions, general questions, account inquiries, plan changes and upselling products to the customers.

EDUCATION

Bachelor of Science, Computer Information Systems

Minor, Marketing

Graduated with a 3.5 on a 4.0 scale

Jarvis Christian College

Hawkins, TX

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