April D. Wallace
Gastonia,NC
Summary
Motivated Customer Service Specialist of 25 years which thrives in fast-paced environments. Works independently, with minimal supervision and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures.
Overview
11
11
years of professional experience
Work History
Connection Specialist
Atrium Healthcare
Charlotte , NC
10.2023 - Current
- Managed over 80 calls per day
- Very knowledgeable of EPIC: Able to direct messages using EPIC to Doctors of that location, nurses,or request refills for Patients
- Demonstrated ability to provide customer service excellence through prompt resolution of customer inquiries.
- Resolved customer complaints in a timely manner by obtaining and evaluating all relevant information.
- Utilized multiple communication channels such as phone calls, emails, chats, to respond promptly to customer inquiries.
- Documented procedures used during each call for future reference purposes.
- Developed positive relationships with customers by proactively addressing their concerns before they become issues..
- Maintained confidentiality through stringent handling of charts and data.
- Able to communicate with patients via ODEZA
Account Specialist
C3iSolutions
Kings Mountain, NC
12.2017 - 10.2023
- Managed over 75 customer calls per day
- Communicate with client as needed
- Build rapport, listen, and manage customer complaints/questions
- Complete reports for different brands
Account Rep
C3iSolutions
Kings Mountain, NC
01.2014 - 12.2017
- Managed over 75 customer calls per day
- Assist consumers with concerns about products
- Assisted with emails, white mail, & escalated cases
- Communicated with leadership.
- Completed phone monitoring of calls
Customer Service Representative
PSNC ENERGY
Lowell, NC
10.2013 - 03.2014
- Managed over 50 customer calls per day
- Resolved problems with gas bill
- Collected payments and made payment arrangements
- Located gas lines using crossroads and intersections
- Responded to emergency call during gas leaks and provided locations.
Education
Associate of Science - Early Childhood Education
Central Texas College
Killeen, TX08.2014
Skills
- Providing Feedback
- Reporting Skill
- Building Customer Trust and Loyalty
- Customer Service and Assistance
- Courteous with Strong Service Mindset
- Call Documentation
- Creating Accounts
- Responding to Difficult Customers
- Understanding Customer Needs
- Customer Inquiries
Timeline
Connection Specialist
Atrium Healthcare
10.2023 - Current
Account Specialist
C3iSolutions
12.2017 - 10.2023
Account Rep
C3iSolutions
01.2014 - 12.2017
Customer Service Representative
PSNC ENERGY
10.2013 - 03.2014
Associate of Science - Early Childhood Education
Central Texas College