Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Audrey Agassi

Ypsilanti,Michigan

Summary

Knowledgeable and dedicated customer service professional with extensive experience in health industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Night Merchandiser

Costco
Ann Arbor, Michigan
08.2020 - Current
  • Removed all boxes and related trash from sales floor and processed through compactors.
  • Used dollies and pallet jacks to unload and organize merchandise from delivery trucks.
  • Assisted customers by finding items quickly to boost store satisfaction rates.
  • Inspected floor displays, noted missing items and immediately replenished merchandise.
  • Checked aisles for spills to complete quick clean-up.
  • Performed light housekeeping and cleaning by discarding trash and cardboard and sweeping and mopping floors.
  • Observed safety protocols when transporting merchandise to different areas of store to alleviate item damage.
  • Maintained current knowledge of shelf planograms and end cap plans to merchandise products.
  • Completed regular cycle counts and inventory audits.
  • Achieved inventory results of .22% of Sales.

Senior Customer Service Associate

Optum
Phoenix, AZ
09.2012 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Took cash and credit card payments via phone, in person and through email.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Communicated professionally with colleagues, freelancers and clients.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Achieved Gold Stevie Award for Outstanding Customer Service Nationally.
  • Number 1 in Service results.

Education

High School Diploma -

Niles Senior High School
Niles, MI
09.1969

Skills

  • Upbeat and Positive Personality and calm under pressure
  • Customer Data Confidentiality and HIPPA approved
  • Customer Retention Strategies by giving feedback to leadership on what team could do better to achieve goals
  • Selling Skills
  • Building Customer Trust and Loyalty
  • Appointment Booking for classes and Medicare training
  • Examination Scheduling of availability for classes
  • Call Documentation Accuracy
  • Stocking and replenishing
  • Maintaining safety
  • Moving merchandise
  • Flexible and Adaptable
  • Attention to Detail
  • Team Building

Accomplishments

  • Documented and resolved Questions regarding insurance plans for Seniors which resulted in increase sales for United Healthcare..
  • Achieved Outstanding Customer service awards for consistent results by completing calls and documentation with accuracy and efficiency.
  • Achieved Bravo Awards effectively helping new team members achieve their goals.
  • Achieved Consistent results by completing Follow ups with consumers documenting with accuracy and efficiency.

Certification

  • Medicare 101 plans
  • Medicare 102 Advantage plans

MIPPA Certified

Timeline

Night Merchandiser

Costco
08.2020 - Current

Senior Customer Service Associate

Optum
09.2012 - Current

High School Diploma -

Niles Senior High School

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Audrey Agassi