Denise Bailey
Jacksonville,FL
Summary
Customer support associate with expertise in enhancing customer experiences through effective communication and problem-solving. Proven ability to build strong relationships and identify solutions that meet customer needs. Demonstrates independence and teamwork in various work environments, including remote settings. Quick learner committed to continuous professional development and exercising sound judgment in decision-making.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Remote Benefit Technician
Above All Personnel
08.2024 - 06.2025
- Achieved a 43% reduction in backlog applications while managing caseloads for Missouri Department of Elementary and Secondary Education.
- Utilized Salesforce to determine eligibility and administer benefits efficiently.
- Analyzed claims discrepancies and communicated resolutions to families through various channels.
- Advocated for case reconsideration while adhering to HIPAA regulations and program compliance.
Inside Sales Chat Representative
Renewal by Andersen
08.2023 - 08.2024
- Assisted homeowners through Hatch chat, email, and phone for prompt support.
- Followed up on over 80 leads daily, scheduling in-home appointment consultations.
- Maintained professionalism while empathizing with upset customers, documenting feedback for analysis.
- Collaborated with Inside Sales Management to resolve unique and escalated situations.
- Educated customers on advantages of energy-efficient window solutions.
- Managed live chat interactions to ensure timely responses and effective customer support.
Personal Shopper
Instacart
06.2021 - 07.2023
- Achieved high customer satisfaction through diligent selection of grocery items.
- Delivered accurate and complete grocery orders promptly.
- Optimized organization of groceries to improve efficiency in order processing.
- Facilitated refunds and exchanges while offering alternative product recommendations.
Team Associate
Walmart
04.2020 - 05.2021
- Executed visual directives daily to uphold store standards.
- Replenished products and stocked shelves consistently throughout shifts.
- Positioned promotional merchandise strategically, resulting in a 33% increase in department sales.
- Assisted department manager with inventory management, cycle counts, and audits while reducing excess stock.
- Maintained positive phone etiquette and engaged customers professionally to elevate shopping experiences.
Sales Associate
Kohl's
05.2014 - 12.2015
- Enhanced sales floor presentation by streamlining fitting room management and department zoning.
- Performed precise cash handling and Point of Sale operations.
- Developed Kohl’s charge accounts, increasing customer interaction opportunities.
- Instructed new sales team members on protocols and essential sales skills.
- Handled escalated inquiries to ensure rapid resolution of complaints.
- Identified customer needs, resulting in a 97% satisfaction rating.
Remote Customer Agent
Standard Parking +
02.2014 - 07.2015
- Provided swift assistance on over 130 calls daily, addressing payment troubleshooting and gate malfunctions.
- Focused on detail while monitoring video surveillance, documenting incidents and compiling performance reports.
- Facilitated collection of overdue payments and rectified billing discrepancies across 200+ garages nationwide.
- Engaged with onsite Operations Team to resolve parking issues quickly, enhancing customer satisfaction.
- Coordinated assignments for various events and locations, optimizing parking logistics.
Education
A.A. - FINANCIAL SERVICES
UNIVERSITY OF PHOENIX
AUSTIN, TEXAS06.2011
Skills
- Client relations and sales expertise
- Contact center experience
- Inventory management skills
- Detail-oriented approach
- Active listening techniques
- Problem-solving resourcefulness
- Adaptability in fast-paced environments
- Proficient in Microsoft Office Suite
- Skilled with Google applications
- Time management effectiveness
- Research proficiency
- Technical aptitude for systems
- Data entry accuracy
- Interpersonal communication skills
- Team collaboration abilities
- Conflict resolution strategies
- Knowledge of equipment operation
- Effective relationship building
- Deadline-focused mindset
- Communication proficiency (verbal and written)
- Ability to perform under pressure
- Reporting and documentation skills
- CRM expertise (customer relationship management)
- Salesforce usage proficiency
- Digital communication capabilities
- Understanding of HIPAA compliance
- Outstanding customer service skills
- Experience in team training
- Account management expertise
- Troubleshooting and diagnostic abilities
Certification
- Google Cybersecurity Certificate
- IBM IT Support Professional Certificate
Languages
English
Professional
Spanish
Elementary
Custom
Activities and Interests
Theater, environmental conservation, art, hiking, skiing, travel, volunteer
References
References available upon request.
Timeline
Remote Benefit Technician
Above All Personnel
08.2024 - 06.2025
Inside Sales Chat Representative
Renewal by Andersen
08.2023 - 08.2024
Personal Shopper
Instacart
06.2021 - 07.2023
Team Associate
Walmart
04.2020 - 05.2021
Sales Associate
Kohl's
05.2014 - 12.2015
Remote Customer Agent
Standard Parking +
02.2014 - 07.2015
A.A. - FINANCIAL SERVICES
UNIVERSITY OF PHOENIX