Araya Hodges
Raleigh,NC
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Customer Care Agent
First Advantage
08.2022 - 08.2023
- Accepted up to 50 contacts daily via email and/or phone
- Provide website support to clients and candidates
- Notate accounts per client policy based on call interaction
- Follow policy per client/candidate contact
- Assist candidate with submitting background check
- Reviewed gathered information to assess or detect issues
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
Front Desk Agent
Red Roof Inn
11.2022 - 04.2023
- Welcomes guests and assists them with their stay, including checking in/out, wake up/courtesy calls, and handling guest concerns and requests
- Complete all reports/audits for following shifts
- Prepare room assignments for housekeepers
- Worked with housekeeping and maintenance staff to address and resolve building and room issues
- Answered incoming calls, redirected callers to appropriate personnel or department and took messages as needed.
- Collected room deposits, fees, and payments.
IT Analyst I
AARP - HCL
11.2016 - 05.2022
- Accepted up to 100 contact from employees via phone, email chat or ticketing system
- Ensured that reported customer issues were resolved by logging tickets, creating knowledge base articles, and providing technical support
- Provided support to end-users in troubleshooting application issues via chat, email and phone
- Maintained comprehensive knowledge base of software product applications, engineering and design practices, and networking protocols
- Provided support to end-users in troubleshooting application issues
- Implemented security protocols to protect data from unauthorized access
- Assisted staff and users with computer malfunctions and program problems
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Monitored queues and email inboxes to respond to consumers via multiple media formats.
- Disconnected and reconnected desktops and peripherals to support office moves.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
Customer Service Representative
McKesson
11.2021 - 03.2022
- Handled customer inquiries, answered questions, and resolved problems in timely manner
- Kept accurate records of all interactions held with customers
- Accept incoming calls from patients, pharmacies and insurance companies
- Assist pharmacies, health care providers and patients with claim rejections and authorization information
- Identified, evaluated and addressed customer inquiries regarding insurance coverage, benefits, copays and other insurance inquires
- Maintained pleasant and cordial attitude, remaining calm when issues arose
- Explained coverage options to potential policyholders, answering questions or concerns.
- Answered over 50 calls per shift to meet fast-paced call center demands
Customer Service Representative
Xerox - Humana
09.2015 - 01.2016
- Accepted range of 65 – 100 incoming calls daily
- Assisted members with insurance concerns during open enrollment period
- Completed account transactions
- Informed members of insurance benefits and qualifications
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Researched insurance plans to find good options for clients' needs
- Provided customers with information regarding plan features, pricing, and availability.
Director's Assistant
Marcy's Comfort Zone
04.2015 - 09.2015
- Maintained scheduled appointments and events
- Supervised and maintained mentees within household
- Completed paperwork based on progression of mentees
- Answered incoming calls and recorded accurate messages
- Scheduled and coordinated meetings, appointments and travel arrangements for mentees
- Provided guidance and support to mentees in developing their individual goals and objectives
- Developed trust-based relationships with mentees through active listening sessions
- Provided guidance and support to mentees in developing their individual goals and objectives
- Developed trust-based relationships with mentees through active listening sessions.
Interviewer I
RTI International
01.2015 - 04.2015
- Maintained metric goals with outbound calls
- Completed eligible surveys with qualified residents
- Typed detailed notes with correct format
- Verified that interviewees completed survey fully before concluding interview
- Checked contact information from research subjects for accuracy and implemented into company's computer system
- Conducted initial phone screenings to determine if applicants met survey requirements
- Maintained and documented records of customer interactions, transactions, comments and complaints.
- Conducted 40 outbound phone calls daily to reach targeted survey area
Front Desk Associate
Great Wolf Lodge
02.2014 - 11.2014
- Provided guest with accurate and correct accommodations
- Handled payment processing and provided customers with receipts and proper bills and change
- Answered telephones and greeted visitors to assist, answer questions and direct
- Greeted incoming guests warmly, issued room keys and shared information on policies, scheduled events and amenities
- Posted charges, updated accounts and issued bills to departing guests
- Received incoming calls and coordinated with staff to fulfill customer requests
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
Director's Assistant
Marcy's Comfort Zone
02.2013 - 10.2013
- Maintained scheduled appointments and events
- Supervised and maintained mentees within household
- Completed paperwork based on progression of mentees
- Answered incoming calls and recorded accurate messages
- Scheduled and coordinated meetings, appointments and travel arrangements for mentees
- Provided guidance and support to mentees in developing their individual goals and objectives
- Developed trust-based relationships with mentees through active listening sessions
- Provided guidance and support to mentees in developing their individual goals and objectives
- Developed trust-based relationships with mentees through active listening sessions.
Education
Associate of Science - Medical Insurance Billing
Ultimate Medical Academy - Clearwater
Clearwater, FL05.2019
High School Diploma -
Middle Creek Highschool
Apex, NC01.2010
Skills
- Microsoft Office
- Client Rapport-Building
- Call Volume and Quality Metrics
- Online Chat
- High-Volume Environments
- Issue and Complaint Resolution
- Customer Support
- Deskside Support
- Microsoft Windows and Office
- Customer Satisfaction
- Administrative and Office Support
- Knowledge Base
Timeline
Front Desk Agent
Red Roof Inn
11.2022 - 04.2023
Customer Care Agent
First Advantage
08.2022 - 08.2023
Customer Service Representative
McKesson
11.2021 - 03.2022
IT Analyst I
AARP - HCL
11.2016 - 05.2022
Customer Service Representative
Xerox - Humana
09.2015 - 01.2016
Director's Assistant
Marcy's Comfort Zone
04.2015 - 09.2015
Interviewer I
RTI International
01.2015 - 04.2015
Front Desk Associate
Great Wolf Lodge
02.2014 - 11.2014
Director's Assistant
Marcy's Comfort Zone
02.2013 - 10.2013
Associate of Science - Medical Insurance Billing
Ultimate Medical Academy - Clearwater
High School Diploma -
Middle Creek Highschool