Alfrieda Young
Work from home Agent
Pearl,MS
Summary
Proven leader with a track record of enhancing customer experiences at Humana through expert relationship building and effective performance monitoring. Skilled in trend tracking and loss prevention, consistently exceeding team goals and boosting client satisfaction rates. Demonstrates exceptional schedule management and delegation abilities, ensuring high productivity and retention rates.
Overview
15
15
years of professional experience
Work History
Team Lead -Call Center Specialist
Humana
04.2020 - Current
- Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
- Cross-trained and provided backup support for organizational leadership.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- 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.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Sales Associate
Sears
05.2013 - 03.2020
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Engaged with customers to effectively build rapport and lasting relationships.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Work From Home Agent
Magnolia Health and Rehab
07.2010 - 04.2013
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Developed relationships with customers and used product and process knowledge to provide unrivaled customer experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma - College Preparatory Curriculum
Wingfield High School
Jackson,MS06.2010
Skills
- Performance monitoring
- Work assignment delegation
- Trend tracking
- Loss prevention
- Schedule management
- Relationship building
Timeline
Team Lead -Call Center Specialist
Humana
04.2020 - Current
Sales Associate
Sears
05.2013 - 03.2020
Work From Home Agent
Magnolia Health and Rehab
07.2010 - 04.2013
High School Diploma - College Preparatory Curriculum
Wingfield High School
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