Sharia Avant
Houston,TX
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where challenging work and dedication will be highly valued. Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Resolution
Walmart
01.2022 - 02.2022
- Improved operations by working with team members and customers to find workable solutions
- Provided excellent service and attention to customers through phone conversations
- Exceeded customer satisfaction by finding creative solutions to problems
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to products and services
- Gathered information about disputes by interviewing individuals, witnesses, and other involved parties.
- Established a calm environment for dispute settlement, utilizing conflict resolution techniques to reach agreements on contentious issues.
- Recorded details of conversations, complaints, and actions taken in CRM.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Scheduler
Walgreen
05.2021 - 12.2021
- Scheduled and confirmed appointments
- Pulled patient charts for upcoming appointments
- Gathered personal and insurance information from each patient
- Assisted patients in filling out pre-appointment paperwork
- Called patients to schedule appointments, consistently double-checking information and availability
- Helped patients complete paperwork and explained processes and procedures.
- Registered and verified patient records before triage with most up-to-date information.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Chat Support Specialist
Kelly Connect
11.2020 - 04.2021
- Consistently provided service levels that met or exceeded established performance metrics by achieving performance levels of average handle times below 15 minutes, issue resolution percentage over 80%, and customer satisfaction levels over 95%
- Multi-task across information systems and applications while communicating with customers to analyze, isolate, and resolve complex technical issues
- Answer Via Chat requests effectively from customers on various issues with products to provide them with accurate tech support on products and service information
- Reduced numbers of cases escalated to management by 75% and gained abroad knowledge of assisting with technical issues
- Participated in ongoing technology and communication training to accelerate chat response times.
Customer Care Representative
Vroom
01.2019 - 10.2020
- Upheld high-quality customer satisfaction and earned 95% satisfactory call rate for handling issues and concerns note on random satisfaction surveys to over 300 customers
- Providing support to existing customer by answering Incoming phone calls, and Emails to evaluate and resolves concerns while providing support in
- Providing support to existing customers by answering incoming phone calls, and Emails to evaluate and resolves and concerns while providing support in timely manner
- Partner with other employees to resolve all delivery drivers and customers questions to create anoverall customer and driver experience
- Advised customers about estimated delivery date and described service contracts and warranties
- Updated accounts with customers' current personal and purchasing information.
Medicaid Representative
Teleperformance
06.2018 - 11.2018
- Claims processing and educated members and providers on their explanations of benefits and provider remittance advice
- Inform and educate members on their billing/invoicing setup and billing procedures
- Reviewing insurance policy terms to determine particular procedure or service is covered by insurance
- Addressed concerns quickly to avoid lasting issues
- Gained exceptional knowledge of all insurance products offered to customize plans and meet the needs of different customers
- Reviewed medical records for accuracy, completeness, and regulatory compliance while maintaining HIPAA regulations
- Tracked customer records and accounts within computerized accounting systems
- Updating Members on Medical Appeals and Claims
Education
High School Diploma -
Battery Creek
Beaufort, SC06.2009
Skills
- Written and Verbal Communication
- Database Management
- Service-Oriented
- 10-Key Certification
- Multitasking and Prioritization
- Alphanumeric Entry
- Conflict resolution skills
- Problem-Solving
- Organization and Time Management
- Customer Service
- MS Office
- Schedule Management
Timeline
Resolution
Walmart
01.2022 - 02.2022
Scheduler
Walgreen
05.2021 - 12.2021
Chat Support Specialist
Kelly Connect
11.2020 - 04.2021
Customer Care Representative
Vroom
01.2019 - 10.2020
Medicaid Representative
Teleperformance
06.2018 - 11.2018
High School Diploma -
Battery Creek