April McLeod
High Point,NC
Summary
Customer service specialist, proficient in establishing communication with various medical professionals and patients, exhibiting excellent customer service skill, though phone and email to processing various medical claims. Having developed strong written and verbal communication skills, with over 7 years of customer service, 3 years working remotely, with the ability to adapt to most genres of customer service and learn quickly.
Overview
5
5
years of professional experience
Work History
Customer Service / Travel Agent
Advantage Travel
1 2021 - 8 2022
- Coordinated transportation, accommodations, insurance, tours, and activities
- Advised members regarding pricing, destinations, cultures and CDC protocols, customs, weather, and activities
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered
- Communicated with clients regarding account services, payments and fees, statements, balances and Addressed customer account discrepancies and concerns
- Researched and evaluated suppliers and vendors based on quality, price, selection, availability, and distribution capabilities
- Applied persuasive communication and negotiation skills regarding refunds and merchandise exchanges
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Resolved over 100 customer issues per shift by researching and exploring answers, implementing solutions, and escalating unresolved problems to upper management
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously
- Identified resources and opportunities to implement programming and policy, system, and environmental changes.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss
- Assisted clients with flight changes and cancellations to minimize travel disruptions
- Maintained detailed records of client transactions, ensuring accurate billing information was always on hand for future reference or dispute resolution purposes
Customer Service Representative/Intake Specialist
Adapt Health Formally Onehome Health
12.2022 - 04.2024
- Utilized customer feedback to improve customer service.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Updated account information to maintain customer records.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Tracked customer service cases and updated service software with customer information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Dispatcher/Scheduler
Benchmark Tools and Supply
08.2019 - 01.2021
- Scheduled routes for CDL drivers for lumber loads and prepared routes for the next day
- Prepared permits for loads that were oversized, kept constant communication with over 50 drivers daily and operation during the routes to ensure efficiency is 100% reached
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals
- Evaluated and adjusted over 40 routes based on daily needs, available workers, traffic hazards and weather conditions
- Balanced schedule and customer demand against team capabilities and available resources to meet performance objectives
- Trained over 12 new staff in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction by 120%.
Education
Business Administration/ w concentration In Healthcare Management. -
Strayer Online University
Raleigh, NC 01.2024 - Current
Skills
Building Customer Trust and Loyalty
Timeline
Business Administration/ w concentration In Healthcare Management. -
Strayer Online University
01.2024 - Current
Customer Service Representative/Intake Specialist
Adapt Health Formally Onehome Health
12.2022 - 04.2024
Dispatcher/Scheduler
Benchmark Tools and Supply
08.2019 - 01.2021
Customer Service / Travel Agent
Advantage Travel
1 2021 - 8 2022