Summary
Overview
Work History
Education
Skills
Timeline
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Amy Church

Wise,VA

Summary

Dedicated customer service representative with a proven record in resolving inquiries and enhancing satisfaction. Skilled in active listening, critical thinking, and training staff to maintain high service standards.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Frontier Health
Norton, VA
01.2021 - Current
  • Resolved customer inquiries promptly and accurately, enhancing overall satisfaction levels.
  • Trained new staff on company policies and customer service protocols to ensure consistency in service delivery.
  • Developed and implemented process improvements that streamlined communication between departments.
  • Analyzed customer feedback data to identify trends and recommend solutions for service enhancement.
  • Trained new staff on customer service protocols and system navigation for improved support.
  • Conducted regular performance evaluations to maintain high standards of service delivery.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.

Office Assistant

Dr. K. Pathan
Norton, VA
03.2020 - 10.2020

Customer Service Representative

SYKES
Wise, VA
08.2015 - 03.2020
  • Mentored junior representatives, fostering a collaborative environment focused on professional growth.
  • Led cross-functional meetings to address service challenges and develop actionable strategies for improvement.
  • Collaborated with management to refine training programs, aligning them with evolving business needs.
  • Advocated for customer interests during strategic planning discussions, contributing to service excellence initiatives.
  • Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
  • Managed high-volume calls, ensuring timely responses and effective issue resolution.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.

Education

High School Diploma -

Powell Valley High School
Speedwell, TN
06-1984

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Call center experience
  • Professional telephone demeanor
  • Call center operations
  • Scheduling
  • Follow-up skills
  • Clerical support
  • Quality control

Timeline

Customer Service Representative

Frontier Health
01.2021 - Current

Office Assistant

Dr. K. Pathan
03.2020 - 10.2020

Customer Service Representative

SYKES
08.2015 - 03.2020

High School Diploma -

Powell Valley High School