April Walker
Meridianville,AL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Ibex/Modivcare
06.2022 - 01.2023
- Consistency of scheduling, modifying, and canceling customer reservations
- Speak with members daily and answer their transportation questions, all while helping support them in their journey towards positive health outcomes.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Managed over 50 customer calls per day
- 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
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
Technical Support Representative
Ibex Global
07.2020 - 04.2022
- Identifying hardware and software solutions
- Troubleshooting technical issues
- Resolving network issues
- Installing and configuring hardware and software
- Speaking to customers to quickly get to root of their problem.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Diagnosed and troubleshot hardware, software and network issues
Customer Service Representative
Alorica
02.2018 - 10.2019
- Assisting customers or providers about their patient benefits using certain medical codes with making outstanding payments for clients
- Also empathizing with their situation, encouraging and educating them, and offering assistance and payment options
- Resolve customer complaints via phone, email, mail.
- Processed new policy applications and updated existing policy documents.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Managed over 50 customer calls per day
- Collaborated with team members to develop best practices for consistent customer service delivery
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Exceeded performance metrics consistently, earning recognition as top performer within team
- Answered constant flow of customer calls with minimal wait times
Customer Service Representative
AT&T/DirectTV
06.2017 - 01.2018
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Housekeeping
Signature HealthCARE
03.2015 - 01.2017
- Understood and followed oral and written directions.
- Changed bed linens and towels, tidied up rooms.
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Followed safety procedures when handling hazardous materials.
- Led housekeeping team of 1 staff to support EVS operations
Education
Associate of Science - Business Administration And Management
Calhoun Community College
Tanner, AL 01.2023 - 05.2026
GED -
Calhoun Community College
Huntsville, AL 01.2018 -
Skills
CSR (4 years)
Certification
Phlebotomist, 05/01/15, Present
Timeline
Associate of Science - Business Administration And Management
Calhoun Community College
01.2023 - 05.2026
Customer Service Representative
Ibex/Modivcare
06.2022 - 01.2023
Technical Support Representative
Ibex Global
07.2020 - 04.2022
Customer Service Representative
Alorica
02.2018 - 10.2019
GED -
Calhoun Community College
01.2018 -
Customer Service Representative
AT&T/DirectTV
06.2017 - 01.2018
Housekeeping
Signature HealthCARE
03.2015 - 01.2017