Customer Service North Carolina

RALEIGH, US • **********@*****.*** • 919-***-****

LAFRANCES MACK

Customer Service Specialist

PROFESSIONAL SUMMARY

Customer Service Specialist with over 18 years of extensive expertise in conflict resolution, customer satisfaction, and strategic planning. Demonstrates strong leadership and teamwork skills, consistently enhancing operational efficiency and client relations. Passionate about leveraging analytical abilities to drive innovative solutions and improve service quality, aiming to foster a supportive and engaging customer experience. EMPLOYMENT HISTORY

RETAIL CASHIER Jun 2023 - Present

Roses Discount Store Raleigh, North Carolina, United States PCA Sep 2020 - Oct 2021

Access Community Based Services/ LHC Group Garner, North Carolina, United States FINANCIAL ASSOCIATE L-DEFINED CONTRIBUTION Aug 2017 - Jan 2020 Fidelity Investments Raleigh-Durham, North Carolina Area PROGRAM ASSOCIATE Jan 2015 - Oct 2016

TrialCard Morrisville, North Carolina

PROGRAM SPECIALISTS / TEAM LEAD Jan 2008 - Jan 2015 TrialCard Morrisville, North Carolina

Maintain clean shelves, enhancing store appeal and customer satisfaction. Resolve customer complaints, boosting satisfaction and loyalty. Organize store layout, improving operational efficiency. Implement efficient scanning, ensuring faster checkouts. Drive improvements in store ratings, reflecting enhanced service. Execute daily cash register reconciliations, maintaining financial accuracy and reducing discrepancies. Supported residents with daily tasks, enhancing comfort and independence. Collaborated with managers to report client condition changes, ensuring timely interventions. Provided medication reminders, promoting adherence and health stability. Offered companionship, fostering a supportive and engaging environment. Prepared meals and maintained cleanliness, contributing to a safe living space. Collaborated with Client Care Managers to monitor and report on resident conditions, ensuring prompt interventions and improving care quality.

Educated clients on retirement plans, enhancing financial literacy and plan use. Advised on retirement savings, improving client financial outcomes. Delivered exceptional service, boosting customer satisfaction. Utilized online tools for accurate, efficient information delivery. Managed benefit explanations and enrollments for diverse programs, enhancing client satisfaction. Streamlined clerical tasks, improving mail processing efficiency and supporting special projects. Recorded issues and compiled reports, identifying trends and improving error resolution. Handled Gemini Tickets at Help Desk, ensuring timely support and problem resolution. Coordinated with physicians on eligibility and authorizations, optimizing program compliance. Led a team to enhance patient EOB processing, achieving measurable efficiency improvements. Implemented training for new hires, boosting team performance and skill development. Processed reimbursement checks and managed financial discrepancies, ensuring accuracy. Coordinated adverse event reporting, maintaining compliance with industry standards. CUSTOMER SERVICE REPRESENTATIVE Jul 2007 - Dec 2007 TrialCard Cary, North Carolina

EDUCATION

BACHELOR OF SCIENCE IN PSYCHOLOGY 2018

Grand Canyon University

SKILLS

Human Resources, Research, Strategic Planning, Conflict Resolution, Customer Satisfaction, Order Processing, Leadership, Teamwork, Analytical Abilities, Customer Retention, Quality Assurance, Process Improvement, Project Management. ADDITIONAL INFORMATION

CERTIFICATIONS

• How to Slow Down and Be More Productive

• Extreme Productivity (Blinkist Summary)

• Managing Your Career as an Introvert

• Excel: You Can Do This

Managed high call volumes, resolving customer issues efficiently Built trust through clear, interactive communication Activated pharmacy cards, enhancing customer access Provided help desk support for pharmacy discounts

Addressed complaints promptly, improving customer satisfaction

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