Customer Service Social Media

Rhabyn Newton

Miami, FL ***** 305-***-**** ************@*****.***

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Skills

Effective communication

Problem solving

Attention to detail

Time management

Team collaboration

Adaptability

Call center procedures

Call center experience

Data entry

Quality assurance

Team training

Tactful and diplomatic

Product knowledge

Live chat support

Critical thinking

Dispute resolution

De-escalation techniques

Document control

Email management

Experience

Customer Service Representative

Alorica - Miami Lakes, FL Oct 2024 - August 2025

Assist parents and students with CSS Profile applications, ensuring accurate and timely submissions.

Provide support for College Board account access, resolving login issues and enhancing user experience.

Facilitate the uploading of required documents to the IDOC portal, meeting school-specific requirements.

Troubleshooting systems to ensure parents/students get into their dashboard portal.

Notating each call on Salesforce and providing parents/students with case number to track any information if need to call back.

Assisting with high call volume (50-80 calls a day) during peak season.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Lead Chat Specialist

Alorica - Miami Lakes, FL August 2021 - July 2024

Delivered customer service and support through online chat platforms, enhancing customer satisfaction on social media channels.

Engaged with and responded to followers by answering questions and resolving issues promptly.

Monitored social media activity to document and process customer complaints, compliments, and suggestions effectively.

Facilitated electronic refunds and distributed promotional coupons to address customer concerns and enhance loyalty.

Classifying images that customers send through our channel.

Trained new staff on communication protocols and customer service standards.

CSR - Customer Service Representative Health Care

Alorica - Miami Lakes, FL August 2020 - April 2022

Managed high-volume call center operations, efficiently handling 80-90 incoming calls daily from patients, vendors, insurance companies, and other medical facilities.

Managed customer accounts and updated information in the database.

Streamlined patient appointment processes by re-scheduling and confirming appointments through telephone and written communication, ensuring adherence to clinic protocols.

Facilitated intra-departmental communication by accurately screening, routing calls, and taking messages, contributing to enhanced operational efficiency.

Supported patient care management by reviewing physician schedules, creating testing orders, and coordinating the secure transmission of medical records to authorized facilities.

Customer Service Representative

Inktel Contact Center Solutions - Miami Lakes, FL January 2020 - July 2021

Delivered accurate and helpful information to customers, addressing inquiries and resolving complaints effectively.

Acted as the primary point of contact, ensuring client satisfaction with products, services, and features.

Contributed to maintaining high levels of customer satisfaction through proactive support and communication.

Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Education and Training

North Miami Senior High School – Miami, FL

High School Diploma, August 2018

Certifications

Driver's License

Class D Security

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