Anzellika Holliday
Aubrey,TX
Summary
Polite and professional customer service representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
5
5
years of professional experience
Work History
Contact Center Representative
WALMART MAIL ORDER PHARMACY
03.2022 - Current
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
Customer Service Representative
Gaylord Texan Resort & Convention Center
03.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Medical Customer Service Representative
Nebraska Medicine
08.2019 - 01.2021
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Streamlined communication between patients and healthcare providers for efficient appointment scheduling and followups.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Implemented improvements in internal processes to optimize efficiency within the customer service department.
- Educated patients on available healthcare services and assisted them in making informed decisions about their care options.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Supported patients by providing clear explanations on insurance benefits, coverage limitations, and out-of-pocket costs.
Customer Service Manager
Concentrix
03.2019 - 01.2021
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
High School Diploma -
Desoto Central High School
Southaven, MS05.2015
Skills
- Complaint resolution
- Workload Management
- CRM Software
- Customer Service
- Data Entry
- Customer Relationship Management
- Technical Support
- Account updating
- Sales closing
- Quality Assurance
- Payment Processing
- Logging call information
- Appointment Scheduling
Timeline
Contact Center Representative
WALMART MAIL ORDER PHARMACY
03.2022 - Current
Customer Service Representative
Gaylord Texan Resort & Convention Center
03.2021 - 02.2022
Medical Customer Service Representative
Nebraska Medicine
08.2019 - 01.2021
Customer Service Manager
Concentrix
03.2019 - 01.2021
High School Diploma -
Desoto Central High School
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