Asia Richard
Gonzales,LA
Summary
To obtain a position that will provide me with hands-on experience. Where I can maximize my experience in a challenging environment to achieve the company’s goals. Also to gain employment in an area where my skills will be challenged and new learning opportunities are available.
Overview
14
14
years of professional experience
Work History
Call Center Representative
EFCU Financial Federal Credit Union
Baton Rouge, LA
01.2021 - Current
- Educated members on company systems, form completion and access to services.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained accurate and current member account data with manual forms processing and digital information updates.
- Answered average of 120 calls, emails and faxes per day, addressing member inquiries, solving problems and providing product information.
- Processed debit and credit card and electronic check payments.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained accurate and current member account data with manual forms processing and digital information updates.
- Achieved high satisfaction rating through proactive one-call resolutions of members issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with members and staff.
- Answered phone with friendly greeting to create positive inbound calling experience for members.
- Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
- Trained and coached new call center team members on computer systems and customer service strategies.
- Educated members on use of banking website and mobile apps.
- Answered members inquiries regarding account balances, transaction history, services charges and interest rates.
- Assisted members with setting up or closing accounts, completing loan applications and signing up for new services.
- Answered telephone inquiries on checking and savings accounts, loans and lines of credit.
- Identified sales opportunities and referred members to branch partners in financial services.
- Processed members transactions promptly, minimizing wait times.
- Executed wire transfers, stop payments and account transfers.
Physical Therapy Tech
Lewy Physical Therapy
Prairieville, LA
09.2019 - 01.2021
- Helps treat patients by applying heat packs; paraffin dips; assisting patients into whirlpool; helping patients onto exercise equipment, monitoring motion; tracking walking time and distance; measuring mobility; performing prescribed exercises and strengthening techniques
- Educates patients by demonstrating proper use of equipment and exercise routines
- Maintains patient confidence and protects operations by keeping information confidential
- Maintains safe and clean working environment by complying with procedures, rules, and regulations.
- Provided equipment and supplies by sterilizing and delivering equipment and supplies to treatment area.
- Prepared patients to meet with physical therapists.
- Monitored patient's safety and response to exercise intensity to discuss with therapist or assistant.
Teller
Essential Federal Credit Union
Baton Rouge, LA
04.2018 - 08.2019
- Assisting members with processing transactions, such as deposits, withdrawals, or payments, resolving complaints or account discrepancies, process mail payments, and answering questions
- Informing customers about credit union products and services
- Maintaining and balancing cash drawers and reconciling discrepancies
- Keeping a clean, organized work area and a professional appearance
- Handling currency, transactions, and confidential information in a responsible manner
- Using software to track credit union information and generate reports
- Following all credit union financial and security regulations and procedures.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
Teller
Chase
Baton Rouge, LA
03.2016 - 03.2018
- Accept retail and/or commercial deposits, loan payments, process checking and savings account withdrawals, cash checks, process mail payments, maintain an adequate cash drawer at all times, this includes buying and selling currency from the vault as necessary, balance cash drawer in accordance with Bank procedures and regulations.
- Process credit card cash advances, answer customer inquiries and refer customers to the proper service area for issues that cannot be resolved at the teller line.
- Providing additional products including Cashier's checks, personal money orders.
- Educated customers on use of banking website and mobile apps.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
- Stocked supplies for customers and personal teller station.
- Conducted regular proof work and followed up on chargebacks and deposit corrections.
- Counted, verified and handled bank deposits and armored car transactions.
- Maintained friendly and professional customer interactions.
Customer Service Supervisor
Toys R Us
Baton Rouge, LA
03.2014 - 03.2016
- Assist with placement of orders, refunds, voids or exchanges
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being deliver
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback
- Strategizing and monitoring daily activities of customer service operation
- Training staff in areas of customer service and company policies
- Managing cashier coverage and customer flow to ensure proficient customer service
- Investigating and solving customer service complaints.
- Coached employees through day-to-day work and complex problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Assessed and authenticated customer exchanges, voids and returns.
Secretary
Sucre Estates
Thibodaux, LA
02.2011 - 03.2014
- Answering phone calls and redirect them when necessary, Managing the daily/weekly/monthly agenda and arrange new meetings and appointments, Assist in filing duties, Perform basic bookkeeping duties,
- Answer inquiries about company, Help organize office activities, Sorting and distributing incoming mail and prepare outgoing mail.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Reviewed and balanced daily bank deposits and deposit report.
- Recorded expenses and maintained accounting records.
Medical Administrative Assistant
OCDD
Thibodaux, LA
01.2008 - 01.2011
- Answer multi-line phones and either direct the caller to the appropriate party or handle the caller's needs.
- Greet patients upon arrival, sign them in and obtain insurance information and any other necessary data.
- Provide patients with intake and new patient forms as well as copies of our office policies and legally required documents.
- Process payments from patients for co-pays and uninsured visits.
- Provide patients with support and guidance as needed.
- Perform basic bookkeeping duties.
- Operate office machines, such as photocopiers and scanners, fax machines, voice mail systems and personal computers, Take and deliver messages.
- Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Organized patient files and streamlined operations to improve efficiency.
- Contacted patients regarding unpaid and underpaid accounts to resolve issues.
- Conducted insurance verification and preauthorizations and managed patient charts.
- Organized paperwork such as charts and reports for office and patient needs.
Education
Thibodaux High School
Nursing
Southern University
Physical Therapy Technician Certification - undefined
Unitech Training Academy
Skills
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Responding to Difficult Customers
- Understanding Customer Needs
- Inbound and Outbound Calling
- Excellent Attention to Detail
- Team-Oriented and Cooperative
- Refunds and Returns Management
- Business Development
- Billing Adjustments and Refunds
- Proficiency in Microsoft Office and G Suite
Timeline
Call Center Representative
EFCU Financial Federal Credit Union
01.2021 - Current
Physical Therapy Tech
Lewy Physical Therapy
09.2019 - 01.2021
Teller
Essential Federal Credit Union
04.2018 - 08.2019
Teller
Chase
03.2016 - 03.2018
Customer Service Supervisor
Toys R Us
03.2014 - 03.2016
Secretary
Sucre Estates
02.2011 - 03.2014
Medical Administrative Assistant
OCDD
01.2008 - 01.2011
Thibodaux High School
Nursing
Southern University
Physical Therapy Technician Certification - undefined
Unitech Training Academy
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