A'Shantia Royal
Summary
Customer service professional versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments and retail. Also have experience assisting patients, physicians, and pharmacists with health care as pertaining mostly to prescription insurance. Trained in connecting with customers to build positive relationships and build loyalty. Authorized to work in the US for any employer.
Overview
6
6
years of professional experience
Work History
Car Salesperson
CarMax
06.2022 - 02.2023
- Facilitated clear communication between dealership and customers during the finalization of sales transactions, ensuring all parties were fully informed throughout the process.
- Guided customers through sales, appraisals, and processed financing applications.
- Answered telephone and email inquiries from potential customers.
- Improved the overall buying experience for each client by offering attentive support during test drives.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Completed all relevant records and documentation to ensure smooth transactions for customers.
- Built relationships with customers to understand their needs and created customer-tailored recommendations.
Work from Home Customer Service Representative
QVC - Chesapeake, VA
10.2020 - 11.2021
- Multitasked with ease, navigated multiple systems, and reached out to multiple departments while assisting customers in teleworking environment.
- Problem-solved and de-escalated unique situations while maintaining high-paced call volumes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Responded to customer inquiries while personalizing the experience for each caller.
- Effectively communicated with a variety of customer styles, peers, and leaders
- Resolved issues related to understanding order status, locating orders, canceling an order, obtaining a refund or store credit, opting out of marketing e-mails, general inquiries, and analyzing account data.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Key Holder/Sales Associate
Piercing Paogda- Signet Jewelers - Chesterfield, VA
11.2018 - 07.2020
- Cultivated lucrative relationships with customers through active engagement and issue resolution.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Reviewed sales reports to enhance sales performance and tracked inventory accuracy.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Processed credit card payments and counted back change and currency with 100% accuracy rate.
- Achieved sales goals and business objectives by promoting jewelry and ear piercings.
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize performance.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Maintained assigned area to store standards by setting up and monitoring accurate ad signage and correct merchandise placement.
- Answered questions about current promotions and resolved issues according to store policies.
- Restocked cases with latest merchandise and changed signage to promote special items.
- Engaged shoppers, providing assistance and information on merchandise and product features.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Followed all company policies, rules and procedures to promote company goals and maintain safety.
- Supported managers with organizing store and showcasing new items in eye-catching displays.
Customer Service Representative
Concentrix - Richmond, VA
02.2017 - 09.2018
- Handled customer service inquiries for Express Scripts members related to pharmacy benefits.
- Navigated to appropriate pre-scripted responses through demographic database(s).
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Assisted members with education on maximizing use of their prescription benefits.
- Processed prescription refill orders.
- Assisted with training classes
- Processed payments, billing issues, facilitated prompt resolution of discrepancies.
- Coordinated with medical providers and pharmacies on members behalf.
- Adhered to the Privacy Act related to confidentiality of information released and HIPPA laws.
- Reviewed billing breakdown with members providing benefit coverage explanation.
Education
High school diploma -
Monacan High School
Skills
- Customer Support
- Documentation And Reporting
- Explaining Service Options
- HIPAA
- Patient Care
- Insurance Verification
- Sales
- Data entry
- Communication skills
- Salesforce
- Documentation review
- Computer skills
- Medical terminology
- Microsoft Office
- Typing
- Analysis skills
- Research
- Microsoft Excel
- English
- Organizational skills
- Microsoft Word
- Call Center
Timeline
Car Salesperson
CarMax
06.2022 - 02.2023
Work from Home Customer Service Representative
QVC - Chesapeake, VA
10.2020 - 11.2021
Key Holder/Sales Associate
Piercing Paogda- Signet Jewelers - Chesterfield, VA
11.2018 - 07.2020
Customer Service Representative
Concentrix - Richmond, VA
02.2017 - 09.2018
High school diploma -
Monacan High School