Andrea Basha
Rosharon
Summary
Oversaw customer service operations for over a decade, with a focus on enhancing client satisfaction. Directed cash handling procedures and resolved issues efficiently. Coordinated scheduling and communication for inbound and outbound calls to optimize workflow.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Daycare Worker
ALL MY CHILDREN DAYCARE
07.2020 - Current
- Supervise kids feed and change infants
- Prepared meals, snacks and refreshments for children according to dietary needs and restrictions.
- Enforced rules to teach good manners and maintain safe environment.
- Secured indoor and outdoor premises to protect children.
- Balanced schedules to promote optimal rest, play and educational periods.
- Communicated with children's parents or guardians about daily activities, behaviors and related issues.
- Recorded child behavior, food and medication information for supervisors.
- Sanitized toys and tables to maintain clean, safe environment.
- Assisted children in development of social, communication and problem-solving skills.
Member Experience Associate (seasonal)
TLC & Associates
12.2023 - 02.2024
- Navigate through multiple computer screens and websites
- Type efficiently while communicating with members
- Place online orders
- Send out replacement flex cards and catalogs
- Transfer calls
- Collect research through web while listening to members to inform accurate and detailed fax’s
Customer Service Agent (seasonal)
Alorica Calling Center
10.2022 - 05.2023
- Answer a high volume of calls
- Resolve and resolve customers’ problems and concerns
- Transfer calls to correct department
- Research insurance coverage
BDC Representative
Toyota
01.2022 - 10.2022
- Answer high volume incoming calls
- Make outbound calls for follow ups
- Make appts for incoming and outbound calls
- Keep office stocked of supplies
- Transfer calls to correct office
- Rent out and return rental vehicles
- Verify insurance and drivers license
- Clean and gas up rentals
- File and scan paperwork
CSR - Customer Service Representative
PLS Check Cashing Store
02.2019 - 07.2020
- Organized client contracts, records, reports and agendas to strengthen traceability.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Upheld privacy and security requirements for customer information.
- Trained new employees on procedures and policies to maximize team performance.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
- Upsold products and services to address customer needs and maximize sales.
- Explained benefits, features and recommendations to maximize client retention.
- Made outbound calls to obtain account information.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
CSR - Customer Service Representative
Kroger
03.2018 - 04.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Consulted with customers to resolve service and billing issues.
- Troubleshot shortages and overages to support quality control efforts.
- Made outbound calls to obtain account information.
- Answered incoming telephone calls to provide store, products and services information.
Education
some college - Biology
Texas Southern University
03.2020
High school diploma - undefined
North Shore Senior High School
05.2017
Skills
- Oversaw project teams to align objectives with organizational goals Facilitated communication between departments to streamline project execution Championed initiatives that improved team efficiency and project outcomes
- Utilized strong organizational skills to enhance team efficiency and productivity
- Utilized strong communication skills to enhance team interactions and project outcomes
- Led initiatives to identify upselling opportunities that enhanced customer satisfaction and loyalty Developed strategies to integrate upselling techniques into daily operations, resulting in improved sales performance Trained team members on effective upselling practices to maximize revenue generation
- Oversaw the management of comprehensive medical records to enhance patient care quality Coordinated with healthcare professionals to ensure timely access to critical patient information Streamlined record-keeping processes to improve operational efficiency
- Conducted thorough insurance verification to facilitate seamless patient care and financial transactions
- Managed office tasks and documentation to support organizational objectives
- Implemented effective scheduling strategies to enhance operational efficiency
- Managed cash transactions and reconciled daily financial records to support operational efficiency
- Executed in-depth research initiatives to support project objectives and decision-making
- Led pricing strategy development to enhance competitive positioning in the market Oversaw analysis of pricing models to optimize revenue generation Coordinated with cross-functional teams to align pricing strategies with overall business objectives
- Led negotiation efforts to align team objectives with organizational goals Championed collaborative strategies to enhance stakeholder engagement and drive consensus Oversaw negotiation initiatives to strengthen partnerships and improve project outcomes
- Oversaw scheduling operations to optimize patient flow and resource allocation Developed strategies to enhance appointment management efficiency Collaborated with medical teams to streamline scheduling processes and improve patient satisfaction
- Utilized strong presentation skills to engage audiences and facilitate understanding of key concepts
- Performed data entry tasks to support efficient record-keeping and information retrieval
- Oversaw compliance initiatives related to HIPAA regulations, enhancing the protection of sensitive patient data Led training sessions for staff on privacy policies, fostering a culture of compliance Collaborated with cross-functional teams to develop and implement effective privacy strategies
- Oversaw typing tasks to ensure timely completion of documentation Coordinated with team members to streamline information sharing through effective transcription Enhanced project workflows by maintaining organized records and files
- Oversaw customer service operations to improve response times and service quality Developed training programs for staff to enhance customer interaction skills Implemented strategies to elevate customer satisfaction and loyalty
- Managed cash handling operations to maintain financial integrity and security
- Oversaw the management of comprehensive medical records to enhance patient care quality Coordinated with healthcare professionals to ensure timely access to critical patient information Streamlined record-keeping processes to improve operational efficiency
- Managed installation and configuration of Windows software to support organizational operations
- Oversaw cash register operations to enhance customer service experience Trained team members on effective transaction processing and customer engagement Implemented best practices for cash handling and register maintenance
- Utilized advanced analysis skills to support strategic decision-making and enhance operational efficiency
- Oversaw quality assurance processes to enhance product reliability and compliance Led initiatives to streamline quality control workflows and reduce error rates Collaborated with cross-functional teams to drive continuous improvement in quality metrics
- Medical records
- Quality control
Certification
- TABC Certified
- Food Handler Certification
Timeline
Member Experience Associate (seasonal)
TLC & Associates
12.2023 - 02.2024
Customer Service Agent (seasonal)
Alorica Calling Center
10.2022 - 05.2023
BDC Representative
Toyota
01.2022 - 10.2022
Daycare Worker
ALL MY CHILDREN DAYCARE
07.2020 - Current
CSR - Customer Service Representative
PLS Check Cashing Store
02.2019 - 07.2020
CSR - Customer Service Representative
Kroger
03.2018 - 04.2019
some college - Biology
Texas Southern University
High school diploma - undefined
North Shore Senior High School