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April Walker
Meridianville,AL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Customer Service Scheduling Representative
Ibex/MotiveCare
Remote
05.2022 - 01.2023
- Enhanced customer satisfaction by efficiently managing scheduling requests and promptly addressing concerns.
- Streamlined scheduling processes for improved accuracy and reduced errors, ensuring timely service delivery.
- Managed high call volumes during peak periods without sacrificing quality of service or response times, demonstrating excellent multitasking skills under pressure.
- Devised strategies to minimize no-shows or cancellations through proactive outreach efforts such as reminder calls or emails prior to appointments.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Tier 2 Technical Support Specialist
Ibex
Remote
07.2020 - 04.2022
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.
- Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.
- Boosted client retention by consistently delivering exceptional Tier 2 technical support services.
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
- Maintained a high level of expertise on company products, staying up-to-date with software updates and new features.
- Served as a resource to Tier 1 support technicians, providing guidance and advice on complex issues to ensure seamless escalation of cases when needed.
- Diagnosed and troubleshot hardware, software and network issues.
Healthcare Customer Service Representative
Alorica
Huntsville, AL
02.2018 - 02.2020
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
Customer Service Representative
AT&T/DirecTv
Huntsville, AL
01.2017 - 12.2017
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Housekeeping
Signature HealthCARE
Huntsville, AL
04.2015 - 03.2017
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Changed bed linens and towels, tidied up rooms.
- Swept and mopped floors, dust, wiped down surfaces.
- Cleaned bathrooms, including toilets,tubs showers and sinks.
- Followed safety procedures when handling hazardous materials.
Education
GED -
Calhoun Community College
Tanner, AL05.2018
Skills
- Appointment Scheduling
- Follow-up skills
- Maintaining confidentiality
- Meeting Coordination
- Data entry proficiency
- Time management skills
- Verbal and written communication
- Strong Computer Skills
- Pay Strong Attention to Details
- Team Player
Timeline
Customer Service Scheduling Representative
Ibex/MotiveCare
05.2022 - 01.2023
Tier 2 Technical Support Specialist
Ibex
07.2020 - 04.2022
Healthcare Customer Service Representative
Alorica
02.2018 - 02.2020
Customer Service Representative
AT&T/DirecTv
01.2017 - 12.2017
Housekeeping
Signature HealthCARE
04.2015 - 03.2017
GED -
Calhoun Community College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
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