Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Hi, I’m
Aiysha Turner
Mobile,AL
Summary
Overview
25
years of professional experience
Work History
Dennis & Ronald Trucking LLC
Dispatcher
06.2021 - 04.2023
Job overview
- Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details.
- Handled incoming calls and emails from customers regarding issues with deliveries.
- Directed investigations to verify and resolve customer or shipper complaints.
- Maintained updated and detailed records of calls in physical and electronic database.
- Updated vehicle logs, cargo records and billing statements with accuracy and efficiency.
- Created delivery routes and optimized plans for traffic, road conditions and other factors.
- Worked closely with customers to effectively resolve issues and complaints.
- Checked that each scheduled route was appropriately covered by delivery drivers.
- Processed orders, ran bulk pick sheets, processed and printed invoices and created daily shipping logs.
- Handled incoming calls and emails from customers regarding issues with deliveries
- Oversaw and enforced compliance with all safety regulations and DOT regulations.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Updated vehicle logs, cargo records, and billing statements with accuracy and efficiency.
- Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details
GetixHealth
Patient Service Representative
01.2021 - 06.2021
Job overview
- Reviewed and corrected claim errors to facilitate smooth processing.
- Compiled and reviewed medical charts.
- Explained plans for treatment and payment options.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Used Epic to schedule appointments
- Assisted patients in filling out check-in and payment paperwork
- Reviewed and corrected claim errors to facilitate smooth processing
Carenet Healthcare Services
WAH Medical Service Representative
09.2020 - 01.2021
Job overview
- Fielded concerns surrounding patients and care, liaising between physician, patient and insurance company.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Referred and screened patients to make best use of resources, triage staff and serve community members.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer requests for products, services and company information.
- Completed clerical duties and tasks for clinic administration.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Reviewed and explained insurance plans to patients to guarantee full understanding of payment policies and procedures.
- Contacted insurance companies to verify coverage, deductibles and payments.
- Implemented cross training of new hires to provide coverage during absences.
- Connected patients to relevant community resources to enhance patient health and well-being, increasing patient satisfaction.
Alorica
WAH Customer Service Representative
02.2019 - 05.2020
Job overview
- Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promptly responded to inquiries and requests from prospective customers.
- Met all customer call guidelines including service levels, handle time and productivity.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled over 40-50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Catastrophe Management Solution
CSR
09.2017 - 01.2019
Job overview
- Managed employee exit interviews and paperwork
- Prepared monthly, weekly and daily logs using Microsoft Excel and Office
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
- Recruited and screened qualified potential employees
- Delivered friendly assistance with new hires throughout interviewing and hiring process
- Reviewed files, records and other documents to obtain information and respond to requests
- Researched and resolved issues regarding integrity of data flow into databases
- Assigned tasks to associates, staffed projects, tracked progress and updated managers, partners and clients as necessary
- Accessed computerized financial information to answer questions related to specific accounts
- Proactively identified and solved complex problems impacting operations management and business direction
- Created communication strategies to meet client objectives
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Wrote scopes, requirements
- Managed approximately 30-40 incoming calls, 25+ emails and faxes per day from customers.'
Holiday Inn Express & Suites
Front Desk Agent/Night Auditor
08.2015 - 08.2017
Job overview
- Provided guests with information and directions to various areas of property including pool, and fitness center
- Took reservations via phone, in person and via computer for guests and provided confirmations
- Verified accuracy of financial data
- Executed positive demeanor to each and every visitor who approached front desk
- Assisted other hotel personnel in various capacities including overseeing entire front desk when manager was unavailable
- Answered phone by second ring and greeted callers enthusiastically
- Operated communications equipment
- Maintained account records
- Made accommodations and travel arrangements for visitors
- Collected deposits, fees and payments
- Reported maintenance problems to appropriate personnel
- Monitored reservations to track incoming parties and special events
- Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities
- Balanced accounts and conducted nightly audits to keep bookkeeping current
- Stayed current on local attractions and special events to help guests with entertainment options
- 'Managed approximately 60-80 incoming calls, 50 or more emails and faxes per day from customers.'
- Posted room charges such as food, liquor and telephone calls based on individual customer actions.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Managed customer complaints and rectified issues to complete satisfaction.
- Monitored reservations to track incoming parties and special events.
Hampton Inn & Suites Gulfport I-10
Sales Coordinator /Night Auditor
05.2013 - 08.2015
Job overview
- Established working relationships with clients by organizing various events
- Ensured meetings and all related functions exceeded clients’ expectations
- Produced contracts, reports, letters, and proposals for clients
- Compiled client profiles and entered information into operating system
- Developed and maintained long-term relationships with policy holders and small business entities
- Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with 85% success rate
- Communicated regularly with territory, regional and strategic managers for daily support and strategic planning for accounts
- Contacted customers as soon as issues arose to immediately find resolution before problems escalated
- Asked appropriate open-ended questions to discover prospects' needs and requirements
- Researched and customized service proposals for clients
- Organized company files and creating support system to decrease workload and increase productivity of account managers
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities
Eastern Shore Motel
Night Auditor
02.2007 - 05.2013
Job overview
- Monitored facility security for guest and personnel safety
- Checked requests and room service for accuracy and any needed assistance
- Balanced hotel accounts and resolved discrepancies
- Ran daily, weekly and monthly reports to close day and meet objectives
- Controlled cash and credit card payment transactions at front desk
- Logged wake-up call requests and set up automatic rings in system
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns
- Efficiently resolved guest complaints and ensured that issues were addressed promptly
- Performed nightly updates to room charges and rates
- Completed late check-ins and directed guests to rooms and facilities
- Set up and entered all financial data into spreadsheets using Microsoft Excel
- Ensured that lobby, bathrooms and common areas near front desk were kept immaculate at all times
- Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue
- Checked hotel guests in and out in professional and friendly manner
- Documented accounts and logs throughout shift to keep up with all requirements
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions
- Followed company security and check-in policies and procedures and reported suspicious activity to general manager
- Coordinated with guest services and concierge team to meet guest needs
- Completed all nightly updates to hotel rates and individual room charges
- Balanced accounts and conducted nightly audits to keep bookkeeping current
- Completed daily computer backups, checked for viruses and updated programs
- Monitored reservations to track incoming parties and special events
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews
- Audited and balanced cash and credit transactions daily and reset register for next day's operations
- Maintained cleanliness of bathrooms, lobby and front desk
- Compiled budget documents and monitored costs to maintain control systems
- Assessed data and information to check entries, calculations and billing codes for accuracy
- Generated daily, weekly and monthly Audit reports to close out day and meet objectives
- Operated Opera software to enter financial data and compile reports.
- Verified deposits, rectified discrepancies and processed end-of-day paperwork using Opera with 100% accuracy
Suite- One Hotels
General Manager
01.2001 - 01.2007
Job overview
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Reduced corporate risk by managing shrink processes and controlling inventory levels.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Reviewed shift reports to understand current numbers and trends.
Fastimes
Cashier
02.1998 - 01.2001
Job overview
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Collected and authorized payments of guests.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Operated cash register to record transactions accurately and efficiently.
Education
Coastal Alabama Community CollegeBay Minette, AL
Associate of Applied Science from Criminal Justice
09.2024
University Overview
William P. Davidson High SchoolMobile, AL
High School Diploma
1993
University Overview
Skills
- Verbal and Written Communication
- Call Center Operations
- Understanding Customer Needs
- De-escalation Techniques
- Customer Account Management
- Responding to Difficult Customers
- Driver Communications
- Trucking Dispatching
- Strong Telephone Etiquette
- High-Volume Environments
- Fraud Prevention and Detection
- Call Control
Timeline
Dispatcher
Dennis & Ronald Trucking LLC
06.2021 - 04.2023
Patient Service Representative
GetixHealth
01.2021 - 06.2021
WAH Medical Service Representative
Carenet Healthcare Services
09.2020 - 01.2021
WAH Customer Service Representative
Alorica
02.2019 - 05.2020
CSR
Catastrophe Management Solution
09.2017 - 01.2019
Front Desk Agent/Night Auditor
Holiday Inn Express & Suites
08.2015 - 08.2017
Sales Coordinator /Night Auditor
Hampton Inn & Suites Gulfport I-10
05.2013 - 08.2015
Night Auditor
Eastern Shore Motel
02.2007 - 05.2013
General Manager
Suite- One Hotels
01.2001 - 01.2007
Cashier
Fastimes
02.1998 - 01.2001
Forklift Operator
Twic Card
DOT Certified
Work zone Certified
APEC Certified
CPR Certified
Telescoping Boom, Fixed Controls
Telescoping Boom, Rotating Controls
Industrial/ All Purpose Crane
Rigging Certified
Fire Watch Safety Certified
Coastal Alabama Community College
Associate of Applied Science from Criminal Justice
William P. Davidson High School
High School Diploma
Software Certified
Software Certified
- Computel
- Microsoft Office
- Google Suite
- Brilliant
- Innserv
- Opera
- PMS
- Choice Advantage
- InnSoft
Software Certified
Software Certified
- Computel
- Microsoft Office
- Google Suite
- Brilliant
- Innserv
- Opera
- PMS
- Choice Advantage
- InnSoft
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