Customer Service Representative - 4+ Years

Felicity Hill

Tel: +1-573-***-**** e-mail: ********.*******@*****.***

Professional Summary

Dedicated Customer Service Representative with more than 4 years of experience in providing outstanding customer support and enhancing customer satisfaction. Proficient in handling high-volume calls, resolving complex issues, and delivering product and service information effectively. Skilled in fostering positive relationships, promoting customer loyalty, and contributing to team success. Adept at using CRM software and maintaining a high level of customer satisfaction.

Professional Skills

Active listening and conflict resolution

Clear verbal and written communication

Team collaboration and support

Product and service knowledge

Excellent customer service and communication skills

Excellent multi-tasking abilities and time management

Conflict resolution and creative problem-solving ability

Excellent organization and time management

Highly resourceful competent, dependable, and responsible

Ability to take on challenges and work under pressure.

Ability to work independently and in collaboration as part of a team

Technical Skills

Proficient in Microsoft Office Suite: Word, Excel, PowerPoint

Proficient in CRM Software: Salesforce, Zendesk

Proficient in Google Workspace: Docs, Sheet, Gmail, Drive

Proficient in customer support: Five9, Amazon connect, Service now

Communication: Live chat, Phone support, Email handling

Employment History

KEX Logistic LLC Nov 2022– Current

Contractor: Customer Service Representative (Remote)

Handled more than 50 calls from customers and assisted with special requests or complaints resolution.

Processed customer product orders in collaboration with third-party fulfillment vendor.

Completed paperwork associated with merchandise, price adjustments, customer returns, and cash register operation.

Addressed customer concerns and complaints and resolved issues promptly.

Maintained performance benchmarks including quality assurance standards and adherence to schedule

Directed individuals on usage and benefits of self-service tools.

Utilized computer systems to research and record account information.

Resolved customer inquiries, complaints, and issues and used problem solving techniques to provide solutions.

Monitored and resolved product and service issues promptly.

Used knowledge-based systems and work processes to help customers.

Molina Healthcare Sept 2020 – Oct 2022

Contractor: Patient Access Representative (Remote)

Booked appointments, tests, procedures according to provider’s availability.

Checked patient eligibility and coverage, obtaining authorizations.

Answered patient questions, handling complaints and guiding them through the registration process

Processed customer orders, refunds, and exchanges efficiently.

Maintained accurate records for billing for clinical use

Collaborated with team members to improve customer service processes and performance.

Conducted follow-up calls and emails to patients for missed appointments

Placed medical supply orders while verifying insurance

Adhered to HIPAA and patient confidentiality laws

Prideland Services Mar 2019 – Aug 2020

Contractor: Customer Service Representative (Remote)

Assisted customers with inquiries, orders, and returns, ensuring a positive shopping experience.

Resolved product and service issues promptly, escalating unresolved issues to higher-level support when necessary.

Processed customer orders, refunds, and exchanges efficiently.

Educated customers on product features and benefits, helping them make informed purchasing decisions.

Collaborated with team members to improve customer service processes and performance.

Conducted follow-up calls and emails to ensure customer satisfaction and retention.

Navigated multiple platforms, order entry tools and knowledge-based systems to ensure timely resolutions

Education

Federal Polytechnic, Nigeria (Graduated 2004)

Science Laboratory Technology (Diploma)

Certifications

Certified Nurse Assistant (CNA)

Languages

English (Fluent)

References

Available upon request.

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