Customer Service Advocate
Resume:
L I S A F L O W E R S
**************@*****.***
Kernersville, NC 27284
PROFESSIONAL SUMMARY
Well-organized and knowledgeable Customer Service Advocate, I stay calm under pressure and quickly resolves customer complaints. Offering skills in call control, rapport building and team collaboration. Effortlessly engage customers with good communication skills to boost satisfaction and build loyalty. SKILLS
Referred customers to appropriate
departments or personnel to swiftly
resolve issues.
Met and exceeded daily service quality
and performance goals.
Followed scripts to maintain good call
control.
Engaged with customers to understand
needs, resolve issues, and answer
product questions.
Served as friendly first point of
contact for customer inquiries.
Made informed decisions under stressful
circumstances.
EXPERIENCE
Senior Customer Service Advocate, United Healthcare, Jan 2022 Current, Greensboro, NC
Advocate skilled at completing daily assignments and contributing to team success. Educated team members on proper handling of different types of requests and common customer problems.
Coordinated resolutions for advanced customer problems and implemented actions to maintain customer loyalty and correct both singular and repetitive issues. Engaged with customers to understand needs, resolve issues, and answer product questions.
Remained calm, composed and polite to deescalate aggressive customer behavior. Consumer Relations Specialist, Kontoor Brands, Sep 2021 Nov 2021, Greensboro, North Carolina
Resolved customer issues quickly to recapture customer loyalty and prevent lost sales. Liaised with customers online and by phone.
Engaged with customers to better understand needs and requirements and find appropriate solutions.
Handled customer complaints following company procedure. Addressed customer inquiries and concerns using extensive product knowledge. Branch Administrative Assistant, Piedmont Plastics, Jun 2017 Jan 2021, Greensboro, LF
Jun 1984
North Carolina
Organized and updated file systems, kept records easily retrievable. Kept areas clean, organized, and in line with company professional standards. Updated office files daily and kept records organized. Enhanced customer satisfaction with fast, knowledgeable service. Troubleshot problems and developed successful solutions. Patient Care Advocate, Marcella Henry, Oct 2013 Nov 2018, Thomasville, NC Helped patient complete applications and coordinated submissions through approval to meet patients' personal requirements.
Worked with patient in supporting role to handle needs such as clinical appointments, referrals processing and benefits explanations.
Assisted patient with gathering additional reports or records, meeting appointment dates and times and arranging transportation.
Explained and demonstrated at-home care techniques to foster patient care. EDUCATION
High School Diploma, Business Administration
Silver Valley High School Daggett, California
Business Administration
Everest University Santa Barbara, Florida
LANGUAGES
English, Fluent
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