Ambrosia Mayes
Wellford,SC
Summary
Experienced with managing customer interactions and resolving issues efficiently. Utilizes strong communication and problem-solving skills to enhance customer satisfaction. Track record of building positive relationships and ensuring customer loyalty.
Customer service professional with a deep understanding of customer needs and commitment to delivering high-quality support. Proven ability to improve customer satisfaction through effective problem resolution and proactive communication. Known for strong collaboration skills, reliability, and adaptability in dynamic situations.
A diligent customer service provider with a proven track record of enhancing customer interactions and satisfaction. Successfully implemented initiatives to streamline customer support processes, leading to improved client retention. Demonstrated strong problem-solving abilities and effective communication skills in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Customer Experience Professional
Lowe's Companies Inc.
04.2023 - Current
- This position entails speaking with customers directly and addressing concerns and issues with purchases made at Lowe's stores or online
- Engaging with customers via phone and email resolving conflicts with the scheduling of deliveries, Reporting the services not completed at the time of delivery, and ensuring vital feedback from our customers is documented accordingly
- Recounting and documenting the calls and actively providing resolutions to satisfy customers and our company policies and procedures
- Assisted team members with customer inquiries via chat and assisted in mitigating other team member calls by providing verbiage relevant to the issue or concern to ease the problem and provide solutions
- Modifying orders in the order management system and providing the status of the deliveries utilizing the delivery portal
- Provided feedback on several articles used to support customers and have the information updated for accuracy
- CEPs engage directly with Customers, Vendors, and Partner carriers to assist the customer via Email and Phone
- Record store and employee experiences provided by the customer, documenting store location, summary of issue, Date, and Employee Name
- Submit corporate communications to Lowe's cross-dock terminals, Distribution centers, and non-outlet stores for missed customer retention opportunities
- Guided customers shopping online on our mobile application or Lowes.com from a browser and creating new orders via phone if incapable of ordering for themselves through the other channels provided
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
Fraud/Dispute Specialist
USAA
09.2022 - 04.2023
- As a fraud specialist at USAA, It is critical to identify, prevent, and respond to fraudulent activities related to financial products and services.
- Some key responsibilities typically include Monitoring transactions and account activities for suspicious or irregular patterns
- Investigation When fraud is suspected, fraud specialists conduct detailed investigations to verify if fraud has occurred.
- Customer Support Fraud specialists often work directly with customers to alert them about potential fraud on their accounts, guide them through securing their information, and assist with recovering any lost funds.
- Reporting They document and report fraudulent activities to relevant authorities (e.g., law enforcement or regulatory agencies)
- Risk Management we assess and mitigate potential risks related to fraud by recommending policy or procedural changes based on their findings
- Overall, a fraud specialist at USAA helps protect members from financial loss and maintains the integrity of the financial institution by swiftly and effectively addressing fraud-related issues.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Streamlined project delivery processes, reducing completion times significantly.
Customer Support Specialist II
Diligent Health Solutions
05.2022 - 08.2022
- Customer support specialist II engages directly with the client, mainly insurance agents, to assist them with preparation for the AHIP Medicare training course via Inbound phone contact
- Clients are referred to the websites for their carrier, and then the respective training Medicare requires to sell Medicare insurance plans under a carrier
- Clients are guided to the correct portal for their insurance carrier and advised of payment for training and how to submit payment and access the training
- Specialists advise clients that they are unable to assist with training completion
- Clients were advised on how to retrieve the completion certificate and how to submit it to their insurance provider
- Specialists assisted with login and password resets and account lockouts
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Customer Support Specialist
Nordstrom, Inc.
10.2021 - 06.2022
- Specialists assisted customers directly via inbound phone and chat regarding order issues or information.
- Utilizing the phone and chat systems, specialists aid customers with tracking orders, creating new orders, canceling orders, and returning them.
- Customers can submit inquiries via Chat to have them resolved and a callback to confirm they were satisfied with the resolution provided
- Documenting each call, the issue or concern, the options presented to address it, and the resolution reached
- Customers are advised of the capability to view their current standing in the 'Nordy Club' membership and view their points and rewards online and with a specialist.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Med Tech
Dollar General Distribution
03.2020 - 05.2020
- Med Techs were to take the temperature of each employee coming into the distribution center to ensure they did not have a fever, a symptom of COVID-19
- Once scanned by the infrared thermometer, the device would notify us of a green, yellow, or red light indicating the suggested normal body temperature of 98.6 degrees Fahrenheit
- Employees who received a yellow or red indicator on their temperature were scanned again for accuracy
- If the indicator persisted with red or yellow colored light the employees were instructed to contact a medical professional for COVID-19 testing
- Employees were also advised by their employers that they could not return without a negative COVID-19 Test result
- Handled sensitive patient information with confidentiality while upholding HIPAA regulations at all times.
- Measured patient vital signs such as blood pressure, pulse rate, and temperature to record information on patients' charts.
- Maintained a sterile work environment, adhering to strict safety guidelines for optimal patient care.
- Followed appropriate disinfecting procedures to sterilize medical equipment.
Med Tech
Peachtree Rehabilitation Centre
10.2019 - 03.2020
- As a Med Tech, I engaged with patients directly to give them their prescribed medications while in the rehabilitation center including blood pressure medications, anxiety medications, and pain medications
- Patients were given prescriptions promptly each day at the same time.
- I maintained an organized schedule of each patient's medications and the interval to be disbursed.
- Med Techs were also advised to notify the RNs at the Nurse's station responsible for said patient once the medication had been administered.
- Handled sensitive patient information with confidentiality while upholding HIPAA regulations at all times.
- Measured patient vital signs such as blood pressure, pulse rate, and temperature to record information on patients' charts.
- Performed routine maintenance on medical equipment, ensuring reliability and accuracy of test results.
Education
Associate of Science - Medical Billing and Coding
Ultimate Medical Academy
Clearwater10-2023
Skills
- De-escalation techniques
- Billing adjustments and refunds
- Microsoft office
- Sales and upselling
- Administrative and office support
- Policies and procedures adherence
Timeline
Customer Experience Professional
Lowe's Companies Inc.
04.2023 - Current
Fraud/Dispute Specialist
USAA
09.2022 - 04.2023
Customer Support Specialist II
Diligent Health Solutions
05.2022 - 08.2022
Customer Support Specialist
Nordstrom, Inc.
10.2021 - 06.2022
Med Tech
Dollar General Distribution
03.2020 - 05.2020
Med Tech
Peachtree Rehabilitation Centre
10.2019 - 03.2020
Associate of Science - Medical Billing and Coding
Ultimate Medical Academy
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