Customer Service Front End

Bahiyah Graham

**** ******* ***, *******, *****, 404-***-****, ********@*****.***

SUMMARY

Dynamic professional with over 12 years of experience in customer service and support, consistently driving exceptional customer experiences and operational efficiency. Demonstrates expertise in managing complex enrollment processes and training retail associates to achieve high satisfaction ratings. Proficient in customer relationship management and adept at utilizing various CRM systems to enhance service delivery. A proven collaborator, fostering teamwork to meet organizational goals while maintaining a focus on quality and accuracy. Passionate about leveraging skills to create positive impacts in fast-paced environments.

EMPLOYMENT HISTORY

Oct 2024 — Jan 2025

Remote Enrollment Representative 1 LTE, Humana Inc

Reviewed and processed incomplete Medicare enrollment applications per guidelines by Center for Medicare and Medicaid Services to ensure they are free of any errors that could potentially impact member's coverage. * Utilized multiple internal and external resources for research to obtain missing and/or invalid information. * CRM Lightning, Macess, Mentor, Spidar, MARx, AE and CI * Drafted correspondence for members and agents via email and EMME lettering system. * Work with various internal departments to ensure work is routed correctly

May 2024 — Oct 2024

Customer Experience Coordinator, Marshall's at, Smyrna

*Assisted in the training of new retail staff*Collaborated with other retail staff to ensure all customer needs were met in a timely manner*Trained and managed a team of retail sales associates to achieve high customer service ratings and successfully.*Responsible for promoting a highly satisfied customer experience*Oversee a team of associates at the front end ensuring they are properly trained on the registers and promotion of all loyalty programs.*Assign registers and coordinates breaks and lunches for all front end associates*Engaging and interacting with the customers*Maintain a clean and organized front end and store environment

Mar 2020 — Dec 2023

Admin Assistant, Just Bling It, Decatur

*Maintained an organized filing system for financial documents*Greet customers upon entering*Answer incoming calls*Create and complete invoices*Occasional order pickup and deliveries*Scheduled appointments and meetings, ensuring the smooth flow of daily operations

Apr 2015 — Jul 2017

Customer Service Advocate, Verizon Wireless, Alpharetta

*Handled high-volume of customer inquiries in a professional and timely manner*Delivered exceptional experience and create lasting impression*Good listener, solution finder, and a relationship builder*Team player who thrive in a fun, fast-paced environment

Nov 2014 — Mar 2015

Part-Time Customer Service Associate, Perfetta

Provided customers with product and service information

Analyze customer accounts and inquiries regarding cable services

Supplying more information on available cable package options and upgrading packages

Aug 2012 — Apr 2014

Loss Prevention Representative, Priority Payment Systems

*Work directly with merchants to resolve customer issues, obtain documentation and educate them on proper credit card acceptance procedures*Work closely with issuing banks regarding credit card transaction charge backs*Note account on each investigation*Review internet sites for content and verify business type and products sold

Sep 2010 — Apr 2012

Customer Support Specialist, ControlScan

Alpharetta

*Place outbound calls (and receive inbound calls on a limited basis) to retail and e-commerce merchants to assist them in making progress in a pre-established PCI Compliance program*Educate retail and e-commerce merchants on basics of the Payment Card Industry Data Security (PCI DSS) initiative and the established program in which they have been enrolled*Handle customer service inquiries and log all call activity in SalesForce*Achieve call volume/talk time goals*Support ad-hoc duties as assigned (e.g., contacting customers for updated credit card information)

Aug 2008 — Aug 2010

Part Time Work at Home Agent, West Corporation

Remote Norcross

*Handle Inbound and Outbound calls in a call center environment*Maintain sales quota*Obtaining, entering and verifying customer information*Answering customer questions and resolving issues*Initiated and maintained relationships with customers to build trust and encourage repeat purchases*Explaining sales features or offering additional products or services

Nov 2008 — May 2010

Telephone Agent and Qualifier, DM Associates

Atlanta

*Take inbound and handle outbound calls (high call volume 300+ calls/day) in a call center environment*Qualify potential clients in lowering their interest rates & debt management program*Demonstrated excellent product knowledge and provided tailored product recommendations to customers*Maintain daily sales quota

EDUCATION

Jan 2025 — Present

Medical Billing and Coding Certificate, DeVry University

May 2015 — Jun 2017

Bachelor's Business Administration, Strayer University

Jan 2009 — May 2012

Associate's Marketing Management, Gwinnett Technical College

SKILLS

Decision Making

Expert

Ability to Multitask

Expert

Effective Time Management

Expert

Ability to Work Under Pressure

Expert

Ability to Work in a Team

Expert

Customer Service

Expert

Customer Relationship Management

Expert

LTE (Telecommunication)

Beginner

Call Centers

Expert

Active Listening Skills

Expert

Customer Support

Expert

Interpersonal Skills

Expert

Self-Motivation

Expert

Medical Billing and Coding

Novice

Telephone Skills

Expert

Salesforce.Com

Novice

Research Skills

Skillful

Data Security

Skillful

PCI Data Security Standards

Beginner

Business Administration

Skillful

Customer Satisfaction

Expert

Excellence in Service

Expert

Service Delivery

Expert

Entrepreneurship

Expert

Business Efficiency

Expert

Adaptability

Expert

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