Adrienne Hart
Summary
Highly motivated worker with experience in a fast-paced retail environment. Proven track record of exceeding sales goals and driving customer satisfaction. Skilled in providing excellent customer service, upselling products, and developing relationships with customers. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Service Representative (Temp Job)
Remx Staffing
11.2023 - Current
- Answer, resolve, track and document inbound/outbound calls from members and providers by engaging in active listening, confirming or clarifying information and deescalating situations as necessary.
• Ensure that the callers' needs are efficiently and accurately addressed in a timely and professional manner.
• Research and resolve inquiries from internal/external customers regarding enrollment, eligibility, clinic changes, demographic changes, benefit coverage, claims, payments and member reimbursement.
• Utilize software, databases, scripts and tools to exceed call center metrics while providing excellent customer service.
• Perform additional duties as assigned by management based on business demands. - Interact with clinicians , providers, pharmacists and many other professionals in an effort to provide total satisfaction and resolution to the member.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Sales Consultant
AT&T
05.2021 - 10.2022
- Communicated product features, advantages, and benefits to customers
- Demonstrated excellent customer service skills when dealing with client inquiries
- Analyzed customer needs and interests, determining appropriate products.
- Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
- Generated increased sales revenue through effective lead generation and follow-up efforts.
Technical Support Representative
Spectrum
12.2019 - 02.2021
- Provided technical support for customers and technicians via phone, email and chat; responded to customer inquiries promptly and professionally
- Identified and solved technical issues with variety of diagnostic tools
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Manage multiple cases at a time and get them resolved efficiently.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Retirement Planning Support Specialist
TIAA
09.2017 - 10.2019
- Prepped documents and demonstrated file management
- Collaborated with other departments to resolve escalated customer needs efficiently
- Developed and maintained spreadsheet tracking
- Performed high-speed scanning and copying.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
Customer Service Representative
Home State Health
08.2014 - 09.2017
- Maintained a high level of professionalism when dealing with difficult customers
- Handled customer complaints and inquiries in a courteous and efficient manner
- Provided exceptional customer service to ensure customer satisfaction
- Updated benefits and physicians on accounts
- Processed claims in a proficient manner.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Business Administration
Columbia College
12.2024
Associate in Arts (A.A.) in Business Administration -
Columbia College
03.2019
Skills
- Online Ordering Familiarity
- Sales Expertise
- Loss Prevention Goals Monitoring
- Proper Storage Procedures
- Active Listening
- Microsoft Word
- Order Fulfillment
- Microsoft Excel
- Credit Card Payment Processing
- Call Volume and Quality Metrics
- IBM Notes
- Billing Adjustments and Refunds
- CRM Software
- Document and Records Management
- Product Organization
- Conflict Resolution
- IBM Power Systems Software
- Issue and Complaint Resolution
- Critical Thinking
- Microsoft Outlook
- Technical Support
- Time Management
- Research
- Prioritization
- Filing
- Grammar
- Coordination
- Calendaring
- Customer Needs Assessments
- Retirement Needs
- Customer Satisfaction
- Reading Comprehension
- Information Updates
- File Management
- Strategy Development
- Client Relationships
- Customer Support
- Administrative Support
- Data Entry Software
- Product and Service Knowledge
- Product Promotion
- Problem-Solving Strengths
- Technological Knowledge
- Upselling Techniques
- Needs Understanding
- Persuasive Techniques
- Quote Information
- Customer Relations
- Report Generation
- Scheduling
- Data Entry
- Call Management
- Consultative Sales
- Appointment Scheduling
- Product Knowledge
- Complaint Resolution
- Data Collection
- Paperwork Processing
- Computer Proficiency
- Credit Adjustments
- Product Education
- Customer Relationship Management (CRM)
- Medical Terminology Knowledge
- Problem Resolution
- Call Center Operations
- Customer Education
- Call Center Experience
References
References available upon request
Timeline
Customer Service Representative (Temp Job)
Remx Staffing
11.2023 - Current
Sales Consultant
AT&T
05.2021 - 10.2022
Technical Support Representative
Spectrum
12.2019 - 02.2021
Retirement Planning Support Specialist
TIAA
09.2017 - 10.2019
Customer Service Representative
Home State Health
08.2014 - 09.2017
Bachelor of Science - Business Administration
Columbia College
Associate in Arts (A.A.) in Business Administration -
Columbia College