Ambrosia Mayes
Wellford,SC
Summary
Seasoned Customer Experience Specialist with a robust background in customer service and sales roles. Strengths include proficiency in customer relationship management systems, strong problem-solving skills, and the ability to handle high-stress situations. Successfully implemented strategies for improving customer satisfaction rates and enhancing overall customer experience in previous positions.
Overview
5
5
years of professional experience
Work History
Customer Experience Professional
Lowe's Companies Inc.
Wellford, SC
04.2023 - 02.2025
- Resolved customer concerns regarding purchases made at Lowe's, enhancing overall satisfaction.
- Engaged with customers via phone and email to address delivery scheduling conflicts.
- Documented customer feedback and service issues to ensure accurate reporting and improvements.
- Assisted team members by providing relevant verbiage for customer inquiries via chat.
- Modified orders in the order management system and updated delivery statuses using the portal.
- Recorded customer experiences, including store locations and employee interactions, for analysis.
- Submitted corporate communications for missed retention opportunities across various channels.
- Guided customers through online shopping and created new orders via phone as needed.
Fraud/Dispute Specialist
USAA
Wellford, SC
09.2022 - 04.2023
- Monitored transactions and account activities to identify suspicious patterns.
- Conducted detailed investigations to verify instances of fraud.
- Alerted customers to potential fraud and guided them in securing their information.
- Assisted customers in recovering lost funds due to fraudulent activities.
- Documented and reported fraudulent activity to law enforcement and regulatory agencies.
- Recommended policy changes to mitigate risks associated with fraud.
- Collaborated with cross-functional teams to achieve project goals efficiently.
- Streamlined project delivery processes, significantly reducing completion times.
Customer Support Specialist II
Diligent Health Solutions
Duncan, SC
05.2022 - 08.2022
- Engaged directly with clients, primarily insurance agents, to facilitate preparation for AHIP Medicare training course via inbound calls.
- Guided clients to respective carrier websites and outlined necessary Medicare training requirements for selling insurance plans.
- Advised clients on correct portal access for insurance carriers and payment submission for training.
- Informed clients of limitations in support for training completion processes.
- Provided guidance on retrieving completion certificates and submitting them to insurance providers.
- Assisted clients with login issues, password resets, and account lockouts effectively.
- Cultivated strong client relationships, leading to increased repeat business and positive feedback.
- Delivered exceptional customer service by employing active listening, positive attitude, and empathetic responses.
Customer Support Specialist
Nordstrom, Inc.
Duncan, SC
10.2021 - 06.2022
- Assisted customers via phone and chat with order inquiries and issues.
- Tracked, created, canceled, and processed returns for customer orders.
- Resolved customer inquiries through chat, confirming satisfaction with follow-up callbacks.
- Documented each interaction, including concerns, solutions provided, and resolutions achieved.
- Advised customers on accessing 'Nordy Club' membership details, points, and rewards online.
- Cultivated strong client relationships, leading to repeat business and positive feedback.
- Delivered exceptional service via phone, email, and live chat while maintaining professionalism.
- Handled escalated cases diplomatically, defusing tensions between customers and the company.
Med Tech
Dollar General Distribution
Jonesville, SC
03.2020 - 05.2020
- Conducted temperature screenings for employees entering the distribution center to identify potential COVID-19 symptoms.
- Utilized an infrared thermometer to provide real-time feedback on body temperature status.
- Reassessed employees displaying yellow or red indicators for accuracy in temperature readings.
- Instructed employees with persistent abnormal readings to seek medical evaluation for COVID-19 testing.
- Enforced policy requiring negative COVID-19 test results before the employee could return.
- Maintained confidentiality of sensitive patient information, adhering strictly to HIPAA regulations.
- Recorded vital signs, including blood pressure and pulse rate, on patient charts.
- Upheld sterile work environment by following stringent safety protocols and disinfecting procedures.
Med Tech
Peachtree Rehabilitation Centre
Gaffney, SC
10.2019 - 03.2020
- Administered prescribed medications to patients in rehabilitation, including blood pressure, anxiety, and pain medications.
- Maintained organized medication schedules for each patient, ensuring timely disbursement.
- Measured vital signs such as blood pressure, pulse rate, and temperature for accurate patient records.
- Handled sensitive patient information confidentially while adhering to HIPAA regulations.
- Performed routine maintenance on medical equipment to guarantee the reliability and accuracy of test results.
- Maintained cleanliness and organization of medical supply areas.
- Assisted in inventory management of medical supplies and equipment.
- Adhered to safety protocols while handling medical materials and equipment.
- Participated in quality control measures to uphold medical standards and compliance.
- Adhered to all safety and infection control precautions and regulations.
- Reported safety hazards to supervisors, removing risk, and promoting workplace safety.
- Protected patients and employees by adhering to infection-control and hazardous waste policies.
Education
Associate of Science - Medical Billing and Coding
Ultimate Medical Academy
Clearwater10-2023
Skills
- De-escalation techniques
- Billing adjustments and refunds
- Organization and recordkeeping
- Document management
- Sales and upselling
- Administrative support
- Policies adherence
- Multi-channel support
- Fraud investigation
- Customer relationship management
- Online shopping assistance
- Problem solving
- Attention to detail
- Time management
- Effective communication
Timeline
Customer Experience Professional
Lowe's Companies Inc.
04.2023 - 02.2025
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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