Customer Service Risk Management
Resume:
Latasha Frazier
Jefferson Place
Pine Bluff, Arkansas 71603
*********@*****.***
PROFESSIONAL SUMMARY
Responsible and experienced team leader; well-educated in 21 years of customer service, operations and risk management. Highly organized, persuasive, empathetic, passionate and able to quickly resolve customer service issues in a professional manner. Proficient in utilizing metrics and dashboard reporting to drive focus and compliance. Committed to leading customer service teams, creating customer service strategies, retention, compensation, management, claims and providing successful feedback to improve passionate customer satisfaction.
EDUCATION:
Associates, Business Management
University of AR Pine Bluff, Pine Bluff, AR. 71603 2005
Associates, Business Administration
Seark, Pine Bluff, AR. 71603
2007
WORK HISTORY:
Specialist, Inbound (Moves)
Comcast
Virtual, AZ.
August 2023- present
● Retain customers by mining and growing through solution based selling and account management via the phone.
● Drive both sales growth and account retention by introducing and upselling various products and services available through Comcast sales.
● Prepare and Document sales order effectively
● Successfully Upsell with excellent customer success.
● Create proposals for active customers and new sales opportunities.
● Deescalate problematic customer concerns
● Educate customers on special pricing opportunities including company offerings .
● Assist with customer payments, setting up payment plans, and build rapport while driving results.
● Network infrastructure knowledge, product consultant
● Upsell and Transfer of Comcast services with active customers with consistent exceptional scorecard, productivity, and quality metrics.
Customer Service Manager
Frazier’s Place LLC
Pine Bluff, AR. 71603
February 2005 - present
• Customer service retention, sales, escalation.
• Improved internal and external customer satisfaction ratings by efficiently researching, troubleshooting, and resolving escalated issues. Investigated and addressed common, advanced, and long-standing customer concerns in order to increase company loyalty.
• Oversaw the transition from paper invoicing to QuickBooks and point-of-sale systems, which resulted in increased efficiency.
• Met or exceeded revenue during routine inbound calls and outbound sales follow-ups.
• Increased customer satisfaction by using superior conflict resolution and problem-solving abilities.
• Boosted customer retention by creating and offering unique discount options, as well as generating interest in new product lines. Created and published metrics to track the company's progress in providing world-class customer service.
• Provide oversight for Worker’s Compensation claims meeting established criteria/thresholds within defined geographic area, in compliance with oversight guidelines and expectations.
• Utilize metrics and dashboard reporting to identify focus file multiple claims for oversight.
• Collaborate with internal teams and third-party providers to ensure accurate and timely claims processing.
• Lead a small team of Contract Administrators, customer assistance support staff, providing mentorship with Time management.
• Maintain adherence to quality management and compliance protocols, upholding commitment.
• Called or emailed existing and prospective customers, consistently exceeding quarterly sales targets.
Customer Care Advocate
Health Care Plus
Pine Bluff, AR. 71603
January 1999 to January 2005
● Recognized and rewarded outstanding work performance to foster a positive and collaborative customer service culture. Was quick to respond to potential customers' questions and requests.
● Provided a superior customer experience in order to build a loyal customer base.
● Dealt with claims in accordance with the client's and the company's policies, procedures, best practices, and regulations. Did cross-training and backed up customer service managers.
● Kept accurate and current customer account data with manual form processing and digital information updates.
● Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
● Received numerous positive reviews praising my commitment to providing excellent customer service.
● Handled customer complaints professionally, putting customer satisfaction 1st.
● Kept a perfect attendance record for 31 months.
● Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
● Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
● Followed through on all critical inter-departmental escalations to increase customer retention rates.
SKILLS
• Workers Compensation Management
• Claims Documentation and Oversight
• Regulatory Compliance
• Collaboration and Communication
• Analytical Problem-Solving
• Microsoft Office Suite
• RMIS Systems and Web-Based Applications
• Verbal and Written Communication
• Time Management, Multitasking, and excellent customer service skills
• Troubleshooting, Service Delivery
• Sales development, Order Entry, Call center
• People management
• Risk Management, Business and Finance
• Worker’s Compensation, medical, and benefit claims.
• Excellent human relations, oral and written communication, analytical, problem solving, leadership, negotiation, and organizational skills.
• Work from home/call center in Credit and collections.
• Solve complex problems; able to identify contact center risk in client and/or company SOWs and draft and negotiate language to mitigate risk
• PC literate, including Microsoft Office products.
•. Analytical and interpretive skills
• Software skills, including Microsoft Office, RMIS systems and web-based applications
• Verbal and written communication skills necessary to communicate with all levels of management and third-party providers
• Internal Audit
ACCOMPLISHMENTS
• Promoted to Customer Service Manager after only 25 months of employment in 2010.
• Used Microsoft Excel to develop inventory tracking spreadsheets for company startups to drive sales.
• Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
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