Asia Register
Silver Spring,MD
Summary
With over seven years of customer service and accustomed to fast-pace call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives.
Overview
9
9
years of professional experience
Work History
Program Specialist
Healthwell Foundation
05.2024 - Current
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
Resolution Specialist
Generali Global Assistance
01.2022 - 03.2024
- Monitored systems for indications of threats, security breaches or intrusions.
- Implemented software tools to assist in threat detection, prevention and analysis.
- Help customer's who have been a victim of identity theft or fraud.
- Monitored customer's credit report.
- Dispute fraudulent transaction's.
- Place Federal Trade Commission complaints.
Call Center Representative
Pan foundation
09.2019 - 10.2021
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Reviewed customer information to determine current issues and potential solutions.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Call Center Representative
Fleidworks
06.2018 - 07.2019
- Documented conversations with customers to track requests, problems and solutions.
- Trained new employees on processes to promote productivity team-wide.
- Managed high-volume of inbound and outbound customer calls.
- Made outbound calls to obtain account information.
Customer Service Representative
FedEx
12.2015 - 06.2018
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
Education
High School Diploma -
Northwood High School
Silver Spring, MD05.2013
Skills
- Quality assurance optimization
- Prospecting skills
- Training experience
- Call controlling
- Customer communications
- Inbound phone call management
- Training and development
- Data entry
- Communicating with clients
- Call center customer service
- Call center operations
- Inbound phone calls
Education and Training
other
Timeline
Program Specialist
Healthwell Foundation
05.2024 - Current
Resolution Specialist
Generali Global Assistance
01.2022 - 03.2024
Call Center Representative
Pan foundation
09.2019 - 10.2021
Call Center Representative
Fleidworks
06.2018 - 07.2019
Customer Service Representative
FedEx
12.2015 - 06.2018
High School Diploma -
Northwood High School
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