Adrianna Fellows
Charlotte,NC
Summary
Experienced Customer Service Consultant with a proven track record in driving success for consulting companies. Skilled at effectively communicating and building rapport with individuals of diverse personalities to foster strong connections. Proficient in various computer applications, ensuring efficient and accurate service delivery. Highly motivated and goal-oriented, consistently achieving targets in customer service-focused work environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Deposits Customer Care
Ally Bank
Charlotte, NC
09.2022 - 06.2024
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes with exceptional time management and multitasking skills.
- Developed strong relationships with customers, leading to increased repeat business.
- Contributed to team efforts in exceeding monthly sales targets through upselling products and services when appropriate.
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Trained staff on operating procedures and company services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Clinical customer support
Oak Street Health
Charlotte
09.2019 - 07.2022
- Managed inbound and outbound calls by scheduling appointments, resolving patient issues when possible, and communicating patient needs and requests to the care teams in the clinics
- Update patient information and manage information in our electronic medical records system
- Perform service recovery, address patient concerns, and de-escalate callers when needed
- Ability to multitask, prioritize, and manage time effectively
- Work closely with care team members to provide the highest level of customer service and act as an extension of the clinics
- Partner with colleagues to reach and maintain call center target metrics to ensure delivery of a positive patient experience.
- Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Adhered to company policies, procedures and system documentation requirements.
- Established positive relationships with clients through proactive communication and attentive listening skills.
Sales Associate
Fallas Stores
Charlotte
11.2017 - 02.2019
- Responsible for physical receipt of merchandise and reworking of product to make floor ready
- Works closely with manager to effectively achieve sales plan
- Interact and assist customers with purchases
- Drive results by contributing to store operations and follow all standard operating procedures
- Maintains store presentation to ensure the selling environment is customer-ready
- Responsible for pricing integrity for all merchandise within the store.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Member Service Advisor
Convergys
Charlotte
03.2017 - 10.2017
- Provided support for members pursuing maintenance and concerns of their vehicle
- Performed sales, technical and billing support to OnStar members
- Serviced OnStar members
- Direct phone support with each OnStar member and emergency rep
- Met and exceeded company's performance metrics
- Customer service drive sales, provided service to renew services.
- Mentored new hires, providing extensive training on company policies and procedures to ensure seamless integration into the team.
- Conducted regular financial reviews for members, identifying opportunities for product upgrades or additional services.
- Managed numerous member accounts with precision, ensuring accuracy in transactions and recordkeeping.
- Improved overall branch efficiency by implementing new processes and procedures that streamlined daily tasks and increased productivity.
Benefits Advisor
Go Health
Charlotte
08.2016 - 01.2017
- Trained as a health insurance agent
- Provided customer support for customers enrolling into health insurance with medicare
- Performed data entry for enrollment for patients adding coverage to their medicare plans
- Serviced Horizon BCBS OF NJ client
- Direct phone support for both each insurance agents and customers provided accurate answers to questions regarding the annual enrollment period.
- Directed and controlled 401K, medical, dental, and vision benefit packages.
- Facilitated seamless transitions during mergers or acquisitions by coordinating efforts between multiple departments and benefit providers.
- Enhanced employee satisfaction by effectively addressing benefit inquiries and providing timely resolutions.
- Partnered with HR leadership to review and update benefits-related policies and procedures, ensuring legal compliance and best practices.
Customer Care Rep
AmerisourceBergen
Charlotte
10.2012 - 01.2016
- Provided customer service support for medical offices, pharmacists and members
- Direct phone-based customer interaction to answer and resolve a wide variety of inquiries
- Educated and assisted members with questions regarding benefits, copay information and status of prior authorizations
- Performed data entry for order processing, accessing previous orders and special orders, and providing customers with current prices; researches any other inquiries as requested
- Responsible for providing customers with accurate answers to questions and complaints regarding products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Education
Associate of Technology -
Zebulon B Vance High School
Charlotte, NC06.2009
Skills
- Records Management
- Complaint Handling
- Call center experience
- Excellent problem-solving abilities
- Well-organized
- Performance Improvement
- Customer Support
- Documentation And Reporting
- Data Entry
- Effective Communication
- Adaptability and Flexibility
- Goal Setting
- Professionalism
Certification
- Medical Assistant Certification, 07/01/11, Present
- CPR Certification
Additional Information
Data Entry
Records Management
Customer Service
Analytical thinking
Detail Oriented
Organizational skills
Adaptability
Teamwork
Microsoft Word
Assessments
- Verbal Communication, Proficient, 03/01/19
- Verbal communication, Completed, 06/01/21
- Written communication, Completed, 06/01/21
Timeline
Deposits Customer Care
Ally Bank
09.2022 - 06.2024
Clinical customer support
Oak Street Health
09.2019 - 07.2022
Sales Associate
Fallas Stores
11.2017 - 02.2019
Member Service Advisor
Convergys
03.2017 - 10.2017
Benefits Advisor
Go Health
08.2016 - 01.2017
Customer Care Rep
AmerisourceBergen
10.2012 - 01.2016
Associate of Technology -
Zebulon B Vance High School