Annoncia Renem
Conroe
Summary
Resourceful Contact Center Specialist known for high productivity and efficient task completion. Skilled in customer relationship management, problem-solving, and multi-channel communication. Excel in active listening, empathy, and adaptability to ensure excellent customer service and support.
Overview
14
14
years of professional experience
Work History
CONTACT CENTER SPECIALIST 2
BAYLOR SCOTT WHITE HEALTH
11.2022 - Current
- This may include but is not limited to, technical help, answering questions, registering new patients, scheduling healthcare appointments, providing financial clearance, managing complaints, troubleshooting problems, and providing information on behalf of the institution.
- Works collaboratively with providers, clinical staff, and other departments to ensure patient's needs are met.
- Ability to provide troubleshooting help, answer questions, train inexperienced staff and resolve assigned registration work queues to correct errors and/or missing patient/insurance information.
- Excellent data entry, numeric, data entry, and computer navigational skills.
- Provides accurate, valid, and complete information to customers by using the right methods and tools.
Caregiver
Carrolton Gardens assisted Living
03.2023 - 05.2025
- Assisted residents with daily living activities and personal care tasks.
- Monitored patient health, reporting changes to nursing staff promptly.
- Maintained cleanliness and organization of resident living areas and common spaces.
- Supported clients with personal hygiene, meal preparation, and mobility to enhance their quality of life.
PROCESS ASSISTANT
AMAZON
03.2018 - 12.2022
- Create reports, compile data, assist caseworkers in providing services to clients and act as backup for the agency's front desk and provide other duties as assigned.
- Build and execute productivity plans through forecast reviews, determining productivity requirements, and partnering with other Leaders to load balance.
- Lead, coach and develop a team of hourly talent.
- Performed a combination of manual and automated warehouse tasks necessary to fulfill orders in a designated time limit.
- Evaluate and develop the most effective business analysis services.
- Participate and contribute to team and customer meetings.
- Communicates inventory shortages, damaged product, discrepancies, or any other pertinent information that could delay shipments of day-to-day operations.
- Ensures effective and on-schedule delivery of all packages, identifying, and selecting optimal shipping methods to meet targets.
- Evaluate supplies and product inventory to check for quality and quantity issues and returns unacceptable materials to vendors to obtain replacements or refunds.
UNIT MANAGEMENT SUPPORT SPECIALIST
REVOLUTION RETAIL SYSTEM
05.2016 - 04.2018
- Provided world-class service and customer education at every interaction, consistently exceeding service, and quality metrics.
- Interfaced with internal and external customers in a high-volume, fast-paced environment to provide timely solutions to intricate issues.
- Accurately recorded customer data while manipulating multiple systems and software simultaneously.
- Communicated last-minute changes to downstream segments and ensures minimal impact to customers.
- Provided remarkable customer service to all internal and external customers.
- Used internal product and service knowledge and knowledge of policies to recommend products, services, and solutions to customers.
- Documented call summaries and sent outbound correspondences when applicable.
- Operated as a departmental resource, responsible for providing service and support to executive leadership and subordinate agents in all aspects of standard operating procedures.
CUSTOMER SERVICE REPRESENTATIVE
SECURUS TECHNOLOGIES
03.2011 - 05.2016
- Worked in an inbound, high-volume call center environment providing remarkable service to customers.
- Built trust and establishes rapport with clients through active listening, identifying any underlying concerns, and providing solutions.
- Educated customers on service offerings, establishing trustworthy relationships inspiring customer loyalty.
- Created tactical sales plans that effectively identifies markets outlines periodic goals and action steps.
- Effectively engaged with customers analyzing current policy, listening intently to gauge needs with compassion and care.
- Used internal guidelines for verifying identity to access account information.
- Asked discovery questions to determine customers' needs, then made suggestions according to products and services offered.
- Responsible for daily planning of work queues, proactively monitoring to ensure goals are met.
- Set up service and accounts for new and existing customers, then determines and explains to customers monthly service charges.
Education
Business management and Human Resources
DALLAS COLLEGES
BROOKHAVEN07.2025
Communication
UNIVERSITE DE BANGUI
Central African RepublicSkills
- Excellent Interpersonal Skills
- Prioritization & Problem Solving
- Verbal & Written Communication
- Bilingual in French & English
- Organized & Resourceful
- Attention to Detail
- Excellent Customer Service
- Active Listening
- Supervision, Oversight & Accountability
- Time Management
- Adept in Technology
- Flexibility & Adaptability
- Computer Software Proficiency
- Microsoft Office Applications
- Building Community Loyalty
- Improving Customer Experience
- Project management
- Team building
- Training and development
Timeline
Caregiver
Carrolton Gardens assisted Living
03.2023 - 05.2025
CONTACT CENTER SPECIALIST 2
BAYLOR SCOTT WHITE HEALTH
11.2022 - Current
PROCESS ASSISTANT
AMAZON
03.2018 - 12.2022
UNIT MANAGEMENT SUPPORT SPECIALIST
REVOLUTION RETAIL SYSTEM
05.2016 - 04.2018
CUSTOMER SERVICE REPRESENTATIVE
SECURUS TECHNOLOGIES
03.2011 - 05.2016
Business management and Human Resources
DALLAS COLLEGES
Communication
UNIVERSITE DE BANGUI