Results-Oriented Customer Service Professional
Resume:
Santressa L. Lovelace
Customer Service Professional
Calera, AL 35040
*********@*****.***
Professional Summary
Results-driven customer service representative with 15+ years of experience in high-volume call centers, specializing in customer relationship management and conflict resolution. Proven track record of exceeding performance metrics, enhancing customer loyalty, and effectively resolving complex issues. Recognized for exceptional problem-solving skills and ability to collaborate with cross-functional teams to ensure timely resolutions. Committed to delivering outstanding service and fostering positive customer experiences.
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Voya Financial-Remote
April 2021 to October 2024
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's response time goals
• Built strong relationships with customers through active listening and empathy, resulting in an XX% increase in customer loyalty
• Maintained accurate records of all customer interactions, including inquiries, complaints, and resolutions
• Received multiple commendations from customers for going above and beyond to resolve their issues
• Demonstrated excellent conflict resolution skills by successfully de-escalating tense situations with upset customers
• Earned multiple awards for exceeding performance metrics including average handle time, first-call resolution rate, and CSAT scores
• Demonstrated exceptional problem-solving skills by quickly resolving complex billing discrepancies
• Collaborated with cross-functional teams to address customer concerns and ensure timely resolution of escalated issues
Customer Service Representative
MAXIMUS / RANDSTAD STAFFING-Remote-Atlanta, GA
September 2020 to June 2021
Answered incoming call inquiries; escalating any customer issues to the Alabama State Department of Education or Alabama Department of Human Resources; scheduled callbacks and data entry. Responded to customer requests for products, services and company information. Offered advice and assistance to customers, paying attention to special needs or wants. Compiled customer feedback and recommended service delivery improvements to management. Entered customer interaction details into computer to track requests, document problems and record solutions offered.
Answered customer telephone calls promptly to avoid on-hold wait times. Provided primary customer support to internal and external customers in fast-paced environment. Customer Service Representative
Advanced Disposal Services Inc-Moody, AL
March 2019 to May 2020
Answered over 70 calls per day to meet fast-paced call center demands. Adhered to company policies and scripts to consistently achieve call-time and quality standards. Conferred with customers about concerns with products or services to resolve problems and drive sales. Entered customer interaction details in Five9 to track requests, document problems and record solutions offered.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Documented and detailed calls and complaints using call center's CRM database. Initiated termination of customer contract upon request. Detailed payment options, accepted bill payment and submitted callback request to sales rep for further questions regarding bill.
Financial Care Representative
T-Mobile-Birmingham, AL
March 2014 to August 2018
Answer incoming calls and assist customers with payments and arrangements, also explaining their bills, transferring them to appropriate department when they require assistance beyond my expertise. Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Resolved complaints efficiently to satisfy customers and encourage future transactions. Answered phone with friendly greeting to create positive inbound calling experience for customers. Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.
Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Customer Service Representative
SouthWest Water Company-Birmingham, AL
August 2010 to December 2013
Answered incoming call inquiries; posted bill payments; operated office equipment; ordered office supplies; prepared bank deposits.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers in fast-paced environment. Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes. Handled day-to-day customer contact via phones, faxes and emails. Entered customer interaction details in Microsoft Office to track requests, document problems and record solutions offered.
Provided customers with detailed information on company products, services and materials. Responded to customer inquiries via phone, email, and web-based platforms. Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Assistant Manager
Healing Hands Home Health-Birmingham, AL
September 2008 to November 2011
Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Monitored employee performance and developed improvement plans. Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs.
Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies. Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies. Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Helped with planning schedules and delegating assignments to meet coverage and service demands. Handled customer service by dealing with complaints, organizing stock and answering customer questions.
Maintained positive customer relationships by responding quickly to customer service inquiries. Home Health Aide
Healing Hands Home Health-Birmingham, AL
August 2000 to September 2008
Assisted patients with daily living activities; evaluated vital signs; examined physical status; administered medication.
Developed rapport to create safe and trusting environment for care. Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
Delivered assistance to elderly clients in daily activities including bathing, dressing, physical transfers and care for incontinence.
Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
Followed nutritional plans to prepare optimal meals, including purchasing ingredients from local shops. Completed entries in log books, journals and care plans to document accurately report patient progress. Documented vital statistics and coordinated with health care providers. Administered prescribed medications under direction of physician. Assisted with general household activities, such as cooking, meal preparation and grocery shopping. Traveled to clients' homes to provide healthcare services and promote continuity of care. Worked to improve and enhance patient lives through effective and compassionate care. Education
Medical Administration (Associate)
Jeremiah's Hope Academy-Birmingham, AL
January 2010 to November 2011
High school diploma or GED
Skills
• Email customer support
• Billing issue inquiries
• Microsoft Office
• Vital Signs
• Computer operation
• Meal Preparation
• Customer issue escalation
• Google Workspace
• Customer returns handling
• Customer support experience within finance industry
• Insurance Verification
• Medical Scheduling
• Customer support - Customer support experience (More than 20 years)
• Microsoft Excel
• Technical troubleshooting support
• Individual consumer customer service
• Microsoft Teams
• Phone etiquette
• Typing
• ICD-9
• Call Center
• Managing customer accounts
• Phone customer support
• Customer support experience within telecommunications industry
• Salesforce
• Handling customer exchanges
• Organizational skills
• Call center agent experience
• Medication Administration
• CPT Coding
• Medical Terminology
• Medical Office Experience
• Order inquiry handling
• Customer support experience within healthcare industry
• Medical Records
• Microsoft Outlook
• ICD-10
• Call center experience
• Medical Billing
• Managing teams in a customer support role - Largest customer support team managed (1-5 team members)
• Phone call management
• Live chat
• Customer Care
• Patient Care
• Order processing
• Senior Care
• Improving customer support response time - Customer support response time improved (11-20%)
• Customer support experience within hospitality industry
• Customer support specialist experience
• Client services
• Siebel
• Customer support experience within government industry
• Customer support experience within retail industry
• Caregiving
• Hospital Experience
• Windows
• Customer service
• Home Care
• Medical Coding
• CSR
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