Ambria Underwood
Raleigh,NC
Summary
Dedicated and customer-centric professional with a passion for creating exceptional customer experiences. Knowledgeable with major customer service software, handling customer complaints, and maintaining a positive and friendly disposition. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
MMC Group
12.2023 - Current
- Handled up to 40 inbound calls, providing choice counseling for healthcare plan selection
- Provided accurate information and ensured a positive experience for members, potential providers, and local county offices
- Managed up to 3 incoming chat sessions, assisting with questions, enrollments, disenrollments, and appeals
- De-escalated callers during complaints and grievances, escalating when necessary
Customer Care Representative
Continuum Global Solutions
04.2022 - 11.2023
- Successfully managed approximately 25 incoming calls daily while maintaining high-quality service
- Received a 98% survey satisfaction rating from customers after completed phone calls
- Focus on adding value and customer retention by promoting new products and services contributing to an increase in revenue by 15 percent
- Proficient in following SOPs to ensure compliance and optimize resources
Technical Support Advisor
Conduent
03.2020 - 03.2022
- Reduced average resolution time by 20% by employing methodical troubleshooting processes to resolve hardware and software issues.
- Exceeded customer expectations by achieving a 96% customer satisfaction rating through proactive engagement and issue resolution
- Effectively managed time and multitasked, handling up to 15 customer interactions per day with 98% accuracy
- Analyzed, isolated, and resolved various complex technical issues contributing to a 20% increase in first-call resolution rates
Education
High School Diploma -
Rolesville High School
Rolesville, NC06.2017
Skills
- Prioritization and time management
- Call Management
- Information Security
- Complaint Resolution
- Analytical Thinking
- Innovation and Creativity
- Team Collaboration
Timeline
Customer Service Representative
MMC Group
12.2023 - Current
Customer Care Representative
Continuum Global Solutions
04.2022 - 11.2023
Technical Support Advisor
Conduent
03.2020 - 03.2022
High School Diploma -
Rolesville High School