Alicia Byrum
Tekoa
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
TTEC-Washington Health Benefit Exchange
11.2000 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Investigated and resolved customer inquiries and complaints quickly.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted customers with applying for Washington Apple Health, and Qualified Health Plans. Resetting passwords, Creating accounts for online access to active application as well as linking account to active application.
- Followed HIPPA and PPI company policies and procedures.
Customer Service Representative
ASC Building Products
06.2014 - 10.2020
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Negotiated solutions in challenging situations to retain customer loyalty.
- Assisted in training of new hires, sharing best practices and company policies.
- Assisted customer with taking orders by phone and email, Enter orders and quotes for customer and sent confirmation with delivery date promptly.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Outlook
- Zendesk
- Word
- Excel
- Accounts Receivable/ Accounts Payable
- Enjoy helping People
Timeline
Customer Service Representative
ASC Building Products
06.2014 - 10.2020
Customer Service Representative
TTEC-Washington Health Benefit Exchange
11.2000 - Current
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