Microsoft Office (Excel, Word, PowerPoint)
Alana Barnes
Senior Customer Service Representative & Entry-Level Medical Administrative Assistant
Buffalo,NY
Summary
Personable Customer Service Specialist offering 5 years of experience resolving account and service concerns for customers, specifically over the phone and email. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Dedicated AVF Group customer relations professional successful at transforming unhappy individuals into long-term customers by leveraging industry knowledge and exceptional service skills. Bringing top-notch sales, operational and leadership abilities along with strong computer skills and regulatory understanding. Centered on building customer satisfaction and loyalty with high-quality support.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Customer Service Specialist
AVF Group Inc
Cheektowaga, NY
07.2018 - Current
- Responded to customer requests for products, services and company information.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Recorded product or service failure complaints and notified appropriate departments.
- Developed customer service improvement initiatives to decrease customer wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided ongoing guest service.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Representative
Mercantile Adjustment Bureau LLC
Williamsville, NY
08.2017 - 07.2018
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Developed and updated databases to handle customer data.
- Communicated professionally with colleagues, freelancers and clients.
Education
Associate of Applied Science - Medical Administrative Assistant
Bryant And Stratton College
Buffalo, NY 05.2021 - 06.2022
Diploma - Medical Office Assistance
Bryant And Stratton College
Buffalo, NY 09.2019 - 12.2020
Skills
Excellent written and oral communication
undefinedSoftware
Timeline
Associate of Applied Science - Medical Administrative Assistant
Bryant And Stratton College
05.2021 - 06.2022
Diploma - Medical Office Assistance
Bryant And Stratton College
09.2019 - 12.2020
Customer Service Specialist
AVF Group Inc
07.2018 - Current
Customer Service Representative
Mercantile Adjustment Bureau LLC
08.2017 - 07.2018
Similar Profiles
Garette SchultzGarette Schultz
Sr. Systems Technician at AVF Systems, Inc.Sr. Systems Technician at AVF Systems, Inc.
Sheng WangSheng Wang
Senior Data Scientist/Algo Solution PIC at Daraz Group (Alibaba Group - Alibaba International Digital Commerce Group)Senior Data Scientist/Algo Solution PIC at Daraz Group (Alibaba Group - Alibaba International Digital Commerce Group)
Timothy MooreTimothy Moore
Sales Manager at Retail Sales Group, Vanguard GroupSales Manager at Retail Sales Group, Vanguard Group
Monique JacksonMonique Jackson
Behavioral Health Technician at Community Services For Every1Behavioral Health Technician at Community Services For Every1
Jayden LepsicJayden Lepsic
Kitchen Staff Member at Mia MangiaKitchen Staff Member at Mia Mangia