Aniah Beard
Maximus
Memphis,TN
3
years of professional experience
Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized
for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention.
Motivated team player committed to contributing to company success goals.
Work History
Quality Assurance Analyst (Remote)
3 Years 3 Months- Quality Assurance (Remote) Maximus – Memphis, TN • Set attainable daily, weekly and monthly goals and game plans for the grievance department. • Recorded findings of inspection process, collaborating with quality team to implement corrective actions August 2023 - Current • Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired. • Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction. • Successfully multitasked while navigating various functions of the company’s service management system. • Analyzed quality and performance data to support operational decision-making. • Volunteered to handle complaints and issues for managers during busy time periods.
- Customer Service Team Lead / Claims Processor (Hybrid) Advertising Checking Bureau – Memphis, TN December 2020 - July 2023 • Utilized specialized software to process incoming claims, enter data and generate reports accurately and in a timely manner, including the measurement of ads, verification of advertising rates based on research data or actual invoices and performance of mathematical calculations. • Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax. • Coordinated internally with operations and logistics to maintain knowledge of new company products. • Trained new hires on products and services, best practices and protocols to reduce process gaps. • Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor. • Mentored new employees on procedures and policies to maximize team performance. • Checked documentation for appropriate coding, catching errors and making revisions.
- Customer Service Specialist Optum Serve – Memphis, TN • Maintained a customer resolution rate of 95% over my tenure with the company. • Upheld quality control policies and procedures to increase customer satisfaction. June 2018 - December 2020 • Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service. • Executed on-time and under budget project management to resolve complex issues. • Led team engagement to assist cross-functional departments and achieve goals.
Timeline
Quality Assurance Analyst (Remote)
Maximus
08.2023 - CurrentRead More