Alexis Williams
Tallahassee,FL
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and loyalty at Senture LLC and Concentrix. Expert in CRM software and adept at conflict resolution, I've significantly improved first-call resolution rates. Skilled in active listening and problem-solving, my approach has consistently resulted in positive customer feedback and repeat business.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Senture LLC
09.2019 - 07.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Healthcare Customer Service Representative
Concentrix
05.2021 - 11.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- answer inquiries from our Medicare Advantage members via inbound calls, internet inquiries, and written correspondence.
- deal compassionately with Medicare beneficiaries on a one-on-one basis and focus on their needs through careful listening and patience.
- provide exceptional customer service, effective verbal and written communication skills, and willing to adapt to a changing environment are critical to success in this role.
Education
High School Diploma - All Curriculums
Valdosta High School
Valdosta, GA05.2019
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Documentation
- Administrative Support
- Microsoft PowerPoint
- Data Collection
- Customer Relationship Management (CRM)
- Prioritization
- Building rapport
- De-Escalation Techniques
- Technical Support
- Quality Control
- Live chat support
- Filing
- Dispute Resolution
- Customer Education
- Product Sales
- Product and service solutions
- Coordination
- Multi-line phone talent
- Assertiveness
- Research
- Reading Comprehension
- Account Management
- Office equipment proficiency
- Retail store support
- Service standard compliance
- Product Promotion
- Medical terminology knowledge
- Escalation management
- Quality Assurance Controls
- CRM Software
- CRM software proficiency
- Training development aptitude
- Strategic sales knowledge
- Receiving support
- Call triaging
- Report creation
- Process Optimization
- Software CRM system proficiency
- Credit adjustments
Timeline
Healthcare Customer Service Representative
Concentrix
05.2021 - 11.2023
Customer Service Representative
Senture LLC
09.2019 - 07.2024
High School Diploma - All Curriculums
Valdosta High School