Anne Wangaruro
Charlotte,NC
Summary
More than seven years of customer service experience. Professional representative with robust experience and strong commitment to delivering exceptional results.
Effective at collaborating within teams and adapting to changing needs to ensure reliability and success.
Skilled in communication, problem-solving, and customer relations, with focus on achieving impactful outcomes.
Valued for proactive approach, integrity, and ability to build lasting professional.
Exceptional ability to enter data accurately and efficiently into appropriate data systems; make accurate arithmetic calculations and maintain accurate records and files.
Overview
16
16
years of professional experience
Work History
Customer Resource Representative
Republic Services
02.2019 - 03.2025
- Trustworthy and able to maintain the highest level of confidentiality while handling member’s information, processing payments and maintain accurate financial records and documentation
- Managed over 50 incoming calls & emails per day while offering impeccable service to each member.
- Exceptional ability to understand and articulately explain products and services provided to our customers.
- Employed technical savvy skills to effectively assist customers with trouble shooting minor technical problems and also navigate our website to view and understand products.
- Profound skill in accessing customer’s needs and identifying benefits of products specific to customer needs resulting in a successful sale
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Contributed to team sales goals by upselling products and services to customers.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
Customer Care Professional
Teletech
08.2014 - 01.2019
- Increased member retention with my patience and ability to be highly empathetic which allowed me to easily assist senior member who make up the majority of the callers while also deescalating any problems that may arise.
- Managed over 40 calls per day and also provided chat support.
- Accurately logged customer interactions into the system making it easier for other Customer Care Professionals to easily track prior conversations and actions taken.
- Excellent communications skills allowed me to act as an advocate for members helping them understand their coverage.
- Reduced members’ confusion by assisting customers in understanding what services are covered by their medical benefits.
- Advised members on the options available for financial assistance through government subsidies or any available state funded subsidies and manufacturer discounts and how to go about qualifying for these discounts and subsidies.
- Advocated for member by helping schedule needed appointments with their provider s
- Reviewed medical claims and explained them to patients while ensuring claims were processed correctly.
- Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
Customer Service Representative
Aon
09.2009 - 06.2013
- Ability to interpret, apply and explain products, policies and procedures, throughout the participants employment and through to the participants retirement.
- Employed mathematical skills to effectively interpret participant’s bills and address any billing questions.
- Multitasked and balanced the time in between taking calls by responding to customer e-mails and also assisting other team members by responding to their questions via team chat sessions.
- Ability to quickly adapt and learn new skills and training allows me to be readily available to offer support when needed to team members as well as the client.
- Engineered effective problem resolution tactics and skills allowed me to resolve challenging service issues such as turning around dissatisfied or irate participants.
- Used my technical skills to assist participants go through online processes and overcome minor technical issues
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Some College (No Degree) - Interior Design
Virginia College At Birmingham
Birmingham, ALSkills
- Experienced in Office productivity tools
- Adaptable and efficient contributor
- Customer support
- Goal-oriented mindset
- Efficient data entry
- Records management
- Efficient issue resolution and multitasking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Resource Representative
Republic Services
02.2019 - 03.2025
Customer Care Professional
Teletech
08.2014 - 01.2019
Customer Service Representative
Aon
09.2009 - 06.2013
Some College (No Degree) - Interior Design
Virginia College At Birmingham
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