Call Center Customer Service
Resume:
Christabell Mbah
Hyattsville, MD
*********************@*****.***
Professional Summary
Highly motivated and customer-focused Inbound Call Center Representative with a proven track record of delivering exceptional customer service. Skilled in handling a high volume of incoming calls, addressing customer inquiries, and resolving issues promptly and effectively. Excellent communication and interpersonal skills, with the ability to build rapport and establish positive relationships with customers. Prof icient in utilizing call center software and systems to accurately document customer interactions and maintain customer records. Strong problem-solving abilities, with a commitment to ensuring customer satisfaction and exceeding performance targets. A dedicated team player, adept at collaborating with cross-functional teams to provide seamless customer support. Committed to delivering a positive customer experience and contributing to the overall success of the call center. Work Experience
Trainer
Target warehouse Center-Maryland
November 2023 to Present
• Demonstrating Safety, Excellence and self motivation for am team members
• Assuring all team members understand & can perform daily fast
• Training all team member according to Target warehouse guidelines.
• Demonstrate & implement content for all new team members
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Capitol Concierge
JBG SMITH-Maryland
April 2023 to Present
Providing exceptional customer service and acting as a point of contact for every guest, handling requests, apartment tours, lease signing & move ins . Remote Inbound Call Center Rep
ResultsCX-Hyattsville, MD
January 2021 to July 2023
Possess a deep understanding of the products, services, and technical systems supported by the team, and provide expert-level technical assistance and guidance to both team members and customers. Oversee the resolution of complex technical issues escalated team members, ensuring timely and effective problem-solving to meet customer needs and minimize downtime. Set performance goals and expectations for the team, monitor individual and team performance, provide regular feedback, and conduct performance evaluations to drive continuous improvement and achieve service level targets. Implement and maintain quality assurance processes to ensure consistent and high-quality technical support delivery, including monitoring and evaluating customer interactions, providing coaching and feedback, and identifying areas for improvement. Identify training needs and develop training programs to enhance the technical skills and knowledge of team members, ensuring they are equipped to handle a wide range of customer issues. Effectively manage a remote team, including monitoring productivity, managing schedules, and ensuring adherence to company policies and procedures. Build and maintain strong relationships with customers, addressing their concerns, providing updates on issue resolution, and ensuring a positive customer experience.
Remote Clinical Technician
Maxim Healthcare-Upper Marlboro, MD
December 2018 to February 2021
Provide remote supervision and guidance to a team of clinical staff, including therapists, counselors, or other healthcare professionals. Monitor and evaluate the performance of clinical staff, providing feedback, coaching, and support to ensure high-quality service delivery. Conduct remote case consultations with clinical staff to discuss complex cases, treatment plans, and interventions, offering guidance and expertise to enhance client outcomes. Ensure adherence to clinical protocols, standards, and best practices, reviewing documentation, treatment plans, and progress notes to ensure compliance and quality of care. Develop and deliver remote training sessions or workshops to enhance the clinical skills and knowledge of staff, keeping them updated on the latest research and evidence-based practices. Provide remote clinical supervision to staff pursuing licensure or certif ication, ensuring they meet the required clinical hours and competencies. Offer remote support and guidance during crisis situations, assisting staff in managing and responding to emergencies or critical incidents. Paitent Registration Tech
Unity Healthcare Clinic-Washington, DC
April 2017 to October 2018
Greet patients and visitors, verify their identity, and collect necessary demographic and insurance information for registration. Verify patient insurance coverage and eligibility, including checking for pre-authorization requirements and explaining insurance benef its to patients. Accurately enter patient information into the electronic health record (EHR) system, ensuring all required f ields are completed and updated as necessary.
Collect and record patient medical history, including current medications, allergies, and past medical conditions, ensuring accuracy and completeness. Explain and obtain patient consent for treatment, procedures, and release of medical information, ensuring compliance with legal and regulatory requirements. Inform patients of their f inancial responsibilities, including co payments, deductibles, and any out-of-pocket expenses, and collect payments as necessary. Assist patients in scheduling appointments with healthcare providers, ensuring availability and coordinating with the appropriate departments or clinics.
Education
GED
Youth Build Public Charter School Washington-Washington, DC September 2013 to June 2016
Skills
• Retail sales
• Typing
• Customer service
• Hospitality
• Google Suite
• EMR systems
• Hospital experience
• Human resources
• Computer skills
• Microsoft Access
• English
• Google Docs
• Hotel experience
• Cash handling
• Cash register
• Property management
• Windows
• Multi-tasking Expert Professional Skills
Conflict Resolution Expert claim processing
Critical Observation Expert claims associate
Problem-Solving Expert data entry
Adaptability Expert collaboration
Teamwork Expert
• Records management
• Microsoft Office
• Front desk
Certifications and Licenses
First Aid Certification
CPR Certification
March 2020 to December 2024
ServSafe
Property & Casualty License
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