Support Specialist Data Entry
Resume:
Wanda Williams
Liverpool, NY *****
****************@*****.***
I am a hardworking and dedicated Customer Support Specialist with 25 years of experience in providing exceptional customer service and support. I have a proven track record of resolving 98% of customer issues on the first contact. I am avidly skilled in data entry, customer relations, and organizational skills. I am proficient in CRM software and 10 key data entry. I possess strong product knowledge and problem- solving skills. I act as a brand ambassador by consistently delivering exceptional service and support that aligns with the company's values and mission. Work Experience
Customer Care Advocate
Excellus BlueCross BlueShield-De Witt, NY
July 2020 to Present
• I provide exceptional customer service and support to resolve inquiries, complaints, and issues in a timely manner on every customer contact.
• I maintain a high level of professionalism and empathy while interacting with customers to ensure their satisfaction.
• I effectively communicate product information, policies, and procedures to customers to address their concerns and provide accurate solutions.
• I manage a high volume of incoming calls, emails, and live chats from customers seeking assistance or information.
• I resolve 98% of customer issues on the first contact by utilizing extensive product knowledge and problem-solving skills.
• I collaborate with cross-functional teams including sales, technical support, and billing departments to resolve complex customer problems.
• I document all interactions with customers accurately in the CRM system for future reference and analysis.
• I identify recurring customer issues or trends through data analysis and provide feedback to relevant teams for process improvement.
• I assist in training new customer care advocates on company policies, procedures, products/services knowledge, and effective communication techniques.
• I develop strong relationships with key clients by providing personalized attention tailored to their specific needs.
• I implement proactive measures such as follow-up calls or emails to ensure customer satisfaction after issue resolution or purchase completion.
• I contribute ideas for improving overall customer experience based on feedback received from customers during interactions.
• I participate in regular team meetings to discuss challenges faced by customers and share best practices for resolving them effectively.
• I am recognized as a top-performing advocate based on consistently exceeding monthly performance targets.
• I receive positive feedback from 98% of surveyed customers regarding the quality of service I provide.
• I maintain up-to-date knowledge of company products, services, promotions, and policies to provide accurate information to customers.
• I act as a brand ambassador by consistently delivering exceptional service that align with the company's values and mission.
Patient Support Representative
Staffing Solutions Inc-Syracuse, NY
August 2018 to February 2020
• I received incoming calls at Medtronic Inc.@Wipro from patients who recently had a Medtronic pacemaker or Medtronic defibrillator implanted, desiring to order a Myca Relink Home Heart monitor, then assisted them with initial set up and operation of device.
• I performed several troubleshooting methods with patients who called in for assistance with operation of a Myca Relink Home Heart monitor.
• Using a pc and headset, while navigating a mouse throughout several screens, I provided essential and vital information on home heart monitor orders, set-ups, and troubleshooting to aid patients in Remote Monitoring, which saved patients time and effort of traveling back and forth to clinics for implant device checks.
Customer Service Assistant to Sales Rep
Avon Products Inc..
• I accompanied an Avon Sales representative in delivering orders to customers on a bi-monthly basis.
• I performed data entry and microsoft word/excel to keep track and maintain records of each customer.
• I assisted customers to provide them the most essential, efficient, convenient and enjoyable products available to fit their lifestyle needs and desires. Data Entry Clerk/Customer Service Representative
Comforce Solutions Inc. - NYS Dept. of Transportation-New York, NY July 2016 to June 2017
Home Again/Muscular Dystrophy
Dewitt, New York
• Input alpha and numeric data from documents containing parts and equipment information to keep track of inventory on a temporary assignment.
• Received incoming calls from customers seeking information about pet protection program and assistance with enrollment. Received commission for selling pet collar tags to enrolled clients. Performed data entry of demographic information of applying customers into company system
• Placed outbound calls to company owners and supervisors, from prepared company listings to request their participation in a community charity event, in hopes of raising money to donate to sufferers of Muscular /Dystrophy.
Customer Service Representative
Advantage Care Physicians-East Syracuse, NY
April 2015 to April 2016
Received incoming calls from patients as well as physicians located in New York City. I generated referral requests to specialists, scheduled doctor appointments, provided telephone website assistance with patients, transferred calls to appropriate units requested and verified doctor's insurance coverage for patients.
Customer Service Representative
Comforce Solutions Inc-New York, NY
November 2014 to March 2015
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution at Emblem Healthcare, on a temporary assignment.
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Identified opportunities for process improvement based on common customer inquiries or pain points
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
• Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
• Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
• Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
• Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
• Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
• Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
Relay Operator
CSD NY RELAY-Syracuse, NY
July 1998 to May 2014
I answered incoming calls from persons who are Deaf/Hard if Hearing, to assist them in making outbound for personal and business reasons alike. I acted as a Third Party "live wire" to type all dialogue of a hearing person over to a deaf/hard of hearing person's TTY machine. After reading the text, the deaf/ hard of hearing person would type their response back to my PC, which I would read back to hearing person; simultaneously.
I typed 80 wpm during my time being employed as a Relay Operator. I established important key relationships with repeat customers. I consistently received 95% call satisfaction scores based on my work performance. Education
Associates degree in Word Processing
Stratford Business School - Syracuse, NY
August 1985 to May 1987
Skills
• Answering (10+ years)
• Telephone (10+ years)
• Data entry (10+ years)
• Filing (10+ years)
• Typing (10+ years)
• Organizational skills (10+ years)
• Customer relations (10+ years)
• Excellent organizational skills (10+ years)
• Call Center (10+ years)
• Customer Service (10+ years)
• 10 Key Data Entry (10+ years)
• CRM Software (10+ years)
Additional Information
Skills
• Excellent Organizational Skills
• Strong Customer Relations Skills
• Computer Proficiency
• Data Entry
• Telephone Answering, 12-Line System
• 10-Key Calculator
• Filing
• Typing speed 60 words per minute
• Microsoft Proficient
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