Angel Harden
Dumfries,VA
Summary
An energetic professional with excellent communication and time management skills, possessing a keen eye for detail and a strong ability to provide first-class customer/client service. Actively seeking a position to utilize strengths within the esteemed company. Compliant Application Specialist with an innovative mindset and solid understanding of Medical and CRM systems. Experienced in handling complex and problematic situations, relying on analytical thinking and patience to find effective solutions.
Overview
7
7
years of professional experience
Work History
Tier 1 Live Chat Agent/Application Specialist
Vecra Inc/Maximus/Maryland Health Connection
04.2023 - Current
- Serve as the initial point of contact for customers via phone, email, or chat
- Resolve basic customer inquiries, concerns, and complaints using company protocols
- Provide basic troubleshooting support for common issues related to consumer's portal
- Maintain a friendly and professional demeanor while assisting customers
- Escalate complex issues or unresolved inquiries to Tier 2 agents or relevant departments
- Accurately document customer interactions, problems, and solutions in the CRM system
- Follow predefined scripts and guidelines to ensure consistent service delivery
- Ensure timely responses and resolutions in accordance with service-level agreements (SLAs)
- Use internal knowledge base and resources to find solutions to customer problems
- Route calls to the correct department when necessary
- Provide basic information and instructions to customers on how to use products/services
- Meet or exceed performance metrics such as call handling time, first-contact resolution, and customer satisfaction
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed exemplary writing skills through continued correspondence with upwards of 65+ customers per day.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through live chat support.
- Investigated and resolved customer inquiries and complaints quickly.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Participated in ongoing training programs to remain knowledgeable about industry trends and company offerings.
Personal Loan Specialist
One Main Financial
09.2022 - 11.2022
- Analyze client financial status, credit, and property to determine the feasibility of granting loans
- Educate customers on the variety of loan products and available credit options, terms and conditions of the loan to ensure a clear understanding
- Provide excellent customer service to new and existing clients along with account maintenance
- Adhered to all federal and state compliance guidelines relative to personal loans and auto-secured loans
- Worked as individual contributor and as part of the team to achieve business guidelines and procedures
- Execute the loan origination process, to include ordering credit reports, preliminary title reports and manage servicing and collections activities
- Follow up on leads from customer inquiries online or through customer service
- Assist customers in making financial decisions to help them achieve their financial goals
- Processed loan applications and monitored progress from start to finish.
- Assisted customers with completing loan applications and other paperwork.
- Developed and maintained relationships with customers, lenders and other third parties.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Front Desk Team Leader
AC Hotel (Marriott Brand)
04.2022 - 08.2022
- Performed check-in and checkout process using Fosse systems
- Created, modified, and canceled reservations using Fosse
- Processed guests request via online chat system as well as in-person requests
- Utilized Microsoft office and corresponded with third-party vendors via email
- Led, managed, and facilitated third-party reservations through websites to include but not limited to Expedia, Bookings.com, and Hotels Tonight
- Point of contact for guests who utilized these websites and made modifications by directly corresponding with travel agents
- Processed payments through Sertifi and handled large sums of cash for guests that cover room and tax
- Concierge for guests out of the country or state, and placed orders for hotel inventory
- Corresponded via email with management, supervisors, colleagues, and guests daily
- Trained new hires for the Fosse system, guest check-in process on duties listed above
- Routinely resolved guests' concerns and difficult situations
- Received high-volume calls and directed to the correct department
- Worked directly with the Director of Sales, Assistant General Manager, and Front Desk Manager
- Assisted housekeeping with guest requests, cleaned rooms, and other housekeeping duties
- Completed data entry and filing to keep records updated for easy retrieval.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
General Administrative Personnel, (Temporary)
Maryland Department of Health
01.2022 - 04.2022
- Communicated daily with internal and external clients to address COVID-19 exposure
- Assisted with successful functioning of newly implemented procedures
- Maintained and monitored cases and performed Health Screenings
- Worked directly with school RN and provided reports on active and closed cases
- Answered incoming phone lines, directed calls, and received and delivered messages
IT Temporary Contractor
Maya Angelou Public Charter Schools
02.2022 - 03.2022
- Confirmed all SFF/MAPCS staff are added to Google email groups
- Removed terminated staff from Google email groups
- Archived email accounts for terminated staff
- Compared HR lists against Google Administrator Console
Account Coordinator/Project Researcher (Temporary)
CarVer Communications
04.2021 - 11.2021
- Participated in and documented discussions during client meetings and conference calls
- Established and maintained professional relationships with outside vendors to ensure the best service price and quality, and conducted extensive research for clients and vendors
- Managed and maintained executives' schedules daily
- Prepared account service-related documents such as meeting agendas, reports, and proposals
- Participated and took minutes in meetings and conference calls
- Maintained a high level of awareness of client activities, detail-oriented programs, project management, and professional communication with key client contacts as needed
- Supported the implementation of both traditional media and social media campaigns, proactively communicated with clients daily in a professional and efficient manner
- Provided administrative and customer service support to account executives, media planners, and client services managers
Store Experience Associate
Rent the Runway
12.2019 - 03.2020
- Packaged, labeled, and exported shipments for customers who requested pick-up services
- Utilized tools needed to assess customer complaints and methods for resolving issues
- Provided top-tier customer service and support to all Rent the Runway (RTR) members through the phases of their membership
- Focused on servicing subscribers who rely on RTR as their utility in their life and supported them with in-store needs
- Enlightened first-time renters on the brand and built relationships with loyal subscribers
- Utilized critical technology and tools needed to assess customer complaints and methods for resolving those issues
Breakfast Attendant
Residence Inn Marriott, Navy Yard
07.2018 - 07.2019
- Provided exceptional customer service and addressed complaints
- Prepared food for hotel guests, set up breakfast buffets and mix stations
- Ensured food items were stocked, cleaned food prep areas, facilities, equipment and tableware to make sure quality standards for food services are met
- Fulfilled orders and ensured dining area was neat and clean, stored supplies and goods in kitchens or storage areas, and inspected all equipment
- Developed constructive and cooperative working relationships with staff, and communicated with customers, employees, and other individuals to answer questions, disseminate, or explained information
Office Assistant
Hampshire College
09.2017 - 05.2018
- Answered phones, directed calls, received, and delivered messages
- Assisted with filing, printed documents, responded to inquiries about the college, and greeted students
- Sorted mail, retrieved files for personnel, restocked supplies, files, folders, and paper
- Provided information to all staff by telephone, in written form, e-mail, or in person
- Operated office machines, such as photocopiers, scanners, facsimile machines, voice mail, and personal computers
- Maintained all filing, inventory, mailing, and database systems, either manually or using a computer
- Observed, received, and obtained information from various sources
Education
KEYS Program - Career Readiness, Professional Development Training
KEYS (Knowledge Equals Youth Success)
Largo, MD03.2020
Skills
- Google Suite
- Microsoft Office
- Strong Oral/Written Communication Skills
- Strong organization skills
- Adaptable
- Strong problem-solving skills
- Quick Typing
- Customer Engagement
- CRM Navigation
- Call Centers
- Salesforce
- Medicaid Management Information System
- Customer Data Confidentiality
- Follow HIPAA regulations and handling PII
- Data privacy
Accomplishments
- Promoted to Live chat agent from answering phone inquiries with poise and compassion over a 5-month period.
- Maintained 1 of the top performers from QA Analyst on the Live Chat team since being promoted.
- Recognized by the client (Maryland Health Connection) as an over achiever.
Timeline
Tier 1 Live Chat Agent/Application Specialist
Vecra Inc/Maximus/Maryland Health Connection
04.2023 - Current
Personal Loan Specialist
One Main Financial
09.2022 - 11.2022
Front Desk Team Leader
AC Hotel (Marriott Brand)
04.2022 - 08.2022
IT Temporary Contractor
Maya Angelou Public Charter Schools
02.2022 - 03.2022
General Administrative Personnel, (Temporary)
Maryland Department of Health
01.2022 - 04.2022
Account Coordinator/Project Researcher (Temporary)
CarVer Communications
04.2021 - 11.2021
Store Experience Associate
Rent the Runway
12.2019 - 03.2020
Breakfast Attendant
Residence Inn Marriott, Navy Yard
07.2018 - 07.2019
Office Assistant
Hampshire College
09.2017 - 05.2018
KEYS Program - Career Readiness, Professional Development Training
KEYS (Knowledge Equals Youth Success)
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