AARIKA HENSLEY
Monroeville,PA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
15
15
years of professional experience
Work History
Key Holder
Lane Bryant
06.2023 - Current
- Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
Customer Service Trainer
UPMC Health Plan
08.2015 - 04.2024
- Collaborated with management to assess staff development needs and created customized training materials accordingly.
- Enhanced customer service skills by conducting engaging training sessions for new employees.
- Improved customer satisfaction ratings by developing and implementing tailored training curriculums for various departments.
- Implemented ongoing evaluations for trainees, ensuring consistent progress and skill development over time.
- Developed innovative role-play scenarios to simulate real-life customer interactions, enhancing problem-solving abilities among trainees.
- Trained and mentored over 169 new personnel hired to fulfill various roles.
Member Service Dispatch Representative
AAA East Central
01.2010 - 07.2015
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Skills
- Customer service
- Cash handling
- Cash handling accuracy
- Training and mentoring
- Task delegation
- Staff training
- Call monitoring
- Quality control
Timeline
Key Holder
Lane Bryant
06.2023 - Current
Customer Service Trainer
UPMC Health Plan
08.2015 - 04.2024
Member Service Dispatch Representative
AAA East Central
01.2010 - 07.2015