Alexandria Guinn
Rosenberg,TX
Summary
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, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aya Healthcare
02.2022 - 05.2024
- Maintain a courteous and friendly attitude when interacting with customers
- Present, promote and sell products/services using solid arguments to existing and prospective customers
- Sells additional services by recognizing opportunities to up-sell accounts; explaining new features
- Interacts with customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues
- Elicits and records customer information and inquiries using a computerized system
- Responsible for accepting and posting payments
- Responsible for analyzing and taking action on applicable reporting and any issues identified during day to day responsibilities.
CSR - Customer Service Representative/ Data Entry
Cognizant
07.2021 - 10.2022
- Answer Inbound calls regarding insurance claims, update information, process payments, assist clients with benefits
- Enter customer and account data from source documents
- Verifying accuracy and sorting information.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
Customer Service Representative Work From Home
MCI ONE
06.2020 - 08.2021
- Takes calls from customers answering questions or addressing any concerns they may have
- Duties include handling many inbound and outbound calls to and from customers, listening to customers needs or issues and providing helpful solutions to their problems.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Aqua-Tots Swim Schools
08.2018 - 08.2020
- This Job Required to sale the experience, Make & Arrange appointments, handling selling swim lessons, enrolling a customer, setting up billing and scheduling their child for lessons
- Other duties include Helping re-schedule lessons and schedule make up lessons
- Taking payments, making outbound calls.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Associate of Applied Science - Vocation Nursing
Houston Community College
08.2024
Skills
- Customer Service
- Active Listening
- Computer Proficiency
- Microsoft Excel
- Client Relations
- Payment Processing
- Microsoft Outlook
- Scheduling
- Call Management
- Problem resolution
Certification
- Certified Phlebotomy Technician
- CNA
- BLS Certification
- CPR Certification
Timeline
Customer Service Representative
Aya Healthcare
02.2022 - 05.2024
CSR - Customer Service Representative/ Data Entry
Cognizant
07.2021 - 10.2022
Customer Service Representative Work From Home
MCI ONE
06.2020 - 08.2021
Customer Service Representative
Aqua-Tots Swim Schools
08.2018 - 08.2020
Associate of Applied Science - Vocation Nursing
Houston Community College