Customer Experience Specialist with IT Support Expertise
Resume:
Ariana Lemmons
Fort Worth, TX *****
******.********@*****.***
Professional Summary
Passionate about improving the quality of people's lifestyles through unsurpassed care and service. Customer Service Representative with 15+ years of experience enhancing customer satisfaction and optimizing service solutions across various industries, including technology and healthcare. Skilled in operations management, technical support, and medical reception, consistently delivering high-quality service and innovative solutions to meet consumer needs. Eager to apply a comprehensive skill set and a visionary approach to elevate customer experiences and drive organizational success.
Work Experience
Remote Customer Service Representative/Call Center Blue Shield of California-Austin, TX
September 2024 to April 2025
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Maintained a high level of product knowledge to effectively assist customers with their questions and concerns about their healthcare policies
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
• Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
• Implemented new strategies to improve the overall customer experience, resulting in an 85% increase in customer satisfaction ratings
• Collaborated with cross-functional teams to escalate complex issues and provide timely resolutions for policy holders
• Protected customers healthcare information using HIPPA laws
• Utilized CRM software to accurately document interactions with customers and track issue resolution progress
IT Help Desk
First Cash Pawn Corporate-Fort Worth, TX
April 2024 to September 2024
• Troubleshooted technical issues reported by customers and provided efficient solutions.
• Installed various software programs on company devices following established protocols.
• Ensured seamless network connectivity for all users within the organization.
• Resolved tickets related to IT problems promptly and satisfactorily.
• Repaired hardware components to maintain functionality and extend the lifespan of devices.
• Delivered exceptional customer support to address inquiries and concerns effectively.
• Assist company password resets
• Configuring network connections and systems
• Rerouting printers
• Assist in terminal operations and setup
Customer Service Representative
Alorica-Fort Worth, TX
January 2023 to April 2024
• Delivered high-quality customer service to 100+ Turbo Tax customers, addressing account issues and providing product information.
• Utilized screen-sharing technology to resolve errors and update account information, demonstrating detail- focused problem-solving skills.
• Promoted Turbo Tax products and software, utilizing a visionary approach to meet consumer needs.
• Maintained comprehensive records of customer interactions, ensuring a supportive and results-oriented service environment.
• Enhanced customer satisfaction by providing tailored Turbo Tax product insights.
• Supported customer needs by updating account info, boosting service continuity.
• Analyzed customer interactions to optimize future Turbo Tax support and solutions. Tech Support Specialist
Conduent-New York, NY
June 2020 to January 2023
• Provided expert technical support for Apple products to customers.
• Guided colleagues in troubleshooting processes and procedures.
• Maintained comprehensive knowledge of device updates and operating systems.
• Analyzed and solved technical issues, boosting customer satisfaction and device performance.
• Guided team members through complex troubleshooting, fostering a collaborative work environment.
• Mastered product knowledge, ensuring accurate updates and configurations for all devices.
• Passionately supported customers and colleagues, leading to a rapid promotion within months.
• Streamlined device configuration, enhancing system efficiency and user satisfaction.
• Elevated team productivity by leading effective problem-solving strategies. Medical Insurance Claims Specialist
Dialog Direct-Fort Worth, TX
June 2019 to March 2020
• Efficently handled inbound/outbound calls, ensuring timely updates and resolutions of insurance claims.
• Provide claim statuses.
• Provided exceptional and professional customer service to all patients with empathy and compassion.
• Meticulously updated patient data and medical verifications as well as managed documentation using MS Office, enhancing file accuracy.
• Provided empathetic customer service, addressing client needs and escalating medical claim issues effectively.
• Analyzed and provided claim statuses, improving communication and client satisfaction.
• Streamlined payment update processes, boosting efficiency and reducing errors in transactions.
• Maintained HIPPA laws and confidentiality
Sanitation Lead
Blue Apron-Arlington, TX
August 2017 to August 2018
• Planned and laid out work to meet production and schedule requirements
• Scheduled staff for optimal coverage to meet challenging daily objectives.
• Delegated work to personnel and checked performance against company guidelines.
• Monitored the production processes and adjusted schedules.
• Maintained clean and organized work areas
• Helped achieve company goals by supporting production workers.
• Boosted team productivity by streamlining sanitation protocols.
• Enforced strict compliance with health and safety standards.
• Enhanced worker morale through effective communication and support. Sales Associate
Macy's-Hurst, TX
August 2016 to August 2017
• Assisted customers with selection of products and services
• Listened effectively to understand customers needs and preferences to provide accurate advice for their since of style.
• Provided expert product and service information
• Reduced process lags by effectively training new hires on best practices and protocols
• Retrieved alternate items and sizes for customer
• Sought opportunities to up-sell and add-on additional merchandise
• Worked flexible schedule to accommodate changing customer levels
• Administered all point-of-sale opening and closing procedures
• Expressed appreciation for patronage, inviting and encouraging customer return visits
• Answered incoming telephone calls with professional and knowledgeable responses
• Boosted store sales by promoting rewards program and enhancing customer loyalty.
• Managed POS operations with precision, ensuring accurate transactions and customer satisfaction.
• Mentored new hires, enhancing team performance and decreasing training time.
• Initiated a system for on-hold reservations, increasing customer retention and service efficiency. Medical Receptionist
Health Management Systems-Irving, TX
October 2014 to August 2016
• Entered patient information including medical insurance verifications, demographic and health history into the system to ensure that all records were up-to-date and provide any medical information needed and communicated medical terminology to patients for better understanding.
• Delivered high-quality administrative and customer service to sustain patient and work flows.
• Maintained patient charts and confidential files
• EMR
• Created individualized service or program plans by assessing resident history and preferences.
• Evaluated accuracy and compliance of all documentation and reports.
• Developed and implemented successful patient care plans and understanding medical terminology.
• Data Entry.
Shipping Clerk
Motorola Warehouse-Alliance, TX
January 2012 to September 2014
• Contacted customers prior to delivery to confirm and coordinate delivery times.
• Evaluated and reconfigured systems to support customer service and operational goals.
• Monitored department performance data to identify and avoid potential risks.
• Communicated with floor managers to determine merchandise placement and to keep customers informed with deliveries and pick up times.
Front Desk Receptionist
Hilton Garden Inn Hotel-Fort Worth, TX
February 2009 to July 2011
• Greets guest in a friendly and professional manner, registers, and assigns rooms to guests.
• Handle confidential information, including guest records.
• Efficiently and effectively deal with guest requests and complaints.
• Answer and route calls as appropriate; takes guest messages with accuracy.
• Take payments for purchases of rooms and merchandise.
• Maintain accurate records including cash flows, registration cards, reservation cards, and property walks. Answer inquiries pertaining to hotel services, registration of guests, and travel directions .
• Handles requests for wake-up calls.
• Input guest information in the records log. Maintain common area/lobby is clean. Education
Associate of Science in Psychology
Houston Community College - Houston, TX
August 2013 to August 2016
High school diploma in General Studies
Eastern Hills High School - Texas
August 2003 to August 2006
Skills
• Hotel experience
• Customer Service Customer Care
Call Center CSR
Customer Support 54 Wpm
Computer skills Typing
Microsoft Office Microsoft Word
Communication skills Medical Receptionist
Insurance Verification Medical Scheduling
Computer literacy English
iOS Mac OS
Customer support Phone etiquette
Technical support POS
Upselling CRM software
Cash register Cash handling
Sales Front desk
EMR systems Time management
Telemarketing Analysis skills
Operations management Windows
Problem-Solving SharePoint
Medical Terminology MS Office Suite
• Microsoft Outlook
• Medical receptionist
• Hospitality
• Cleaning
• Organizational skills
• Time management
• EMR systems
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