Audrey Rogers
Bryant,AR
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Sutter Health
03.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Addressed bad debts in line with set protocols.
- Providing excellent customer service by promptly answering patient inquiries.
- Resolved patient billing issues in line with established guidelines.
Promotions Manager
Vaniteux & Co
06.2021 - Current
- Coached promotions staff to improve performance and bottom-line results.
- Organized social media-based strategies to complement traditional methods and took advantage of influencer accounts and producing trendy, viral-ready content.
- Developed and deployed promotional sales tools to improve campaign monitoring and optimize approaches.
- Coordinated and drafted sales promotions from conceptualization to implementation.
- Supervised promotion and marketing teams.
- Aided senior leadership by executing comprehensive administrative and marketing support.
- Oversaw marketing for product launches and coordinated public relations, direct mail pieces, sales training and e-mail campaigns.
- Gathered and evaluated promotional data to improve future planning.
Access Coordinator II
UAMS Medical Center
05.2021 - Current
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
Call Center Agent
AT&T
04.2020 - 05.2021
- Documented customer inquiries and feedback, including service delivery suggestions in company database.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Managed high-volume of inbound and outbound customer calls.
- Assessed customer account information to determine current issues and potential solutions.
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
- Processed customer account changes using proprietary software.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers regarding needs and addressed concerns.
- Used electronic documentation, reference tools and automated training to drive customer service ratings.
- Completed high volume of outbound calls per day with above-average conversion rate.
Cashier/Stocker Associate
Walmart
11.2014 - 04.2020
- Helped customers find specific products, answered questions and offered product advice.
- Operated cash register, collected payments and provided accurate change.
- Assisted with purchases, locating items and signing up for rewards programs.
- Answered customer quests, provided store information and escorted to desired store areas.
- Maintained high productivity by processing cash, credit, debit and voucher program payments for customers.
- Processed all sales transactions promptly to prevent long customer wait times.
- Verified customer identification for alcohol or tobacco purchases.
- Promoted specific item options to drive sales and achieve add-on purchases.
- Scanned customer purchases and supported transactions to streamline sales process.
- Learned roles of other departments to provide coverage and keep store operational.
- Devised promotional plans to target and move excess stock, high-profit items and soon-to-expire merchandise for easy sale.
- Received payments for products and issued receipts.
- Maintained professional store appearance by inspecting checkout areas and directing team members in cleaning, trash removal and other actions.
- Worked closely with front-end staff to assist customers.
- Inspected items for damage and obtained replacements for customers.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
Education
High School Diploma -
North Little Rock High School
North Little Rock, AR05.2013
Skills
- Quality control
- Check payment processing
- Price memorization
- Point of Sale (POS) system operations
- Effective customer upselling
- Service prioritization
- Relationship management
- Call center operations
- System documentation
- Resolving issues
- Training experience
- Professional telephone voice
- Call control skills
- Quality assurance optimization
- Payment processing
- Performance monitoring
- Providing customer support
- Call documentation skills
- Communicating with clients
- Inbound phone call management
- Call controlling
- Interpersonal skills
- Task prioritization
- Account updating
- Customer communications
- Data entry
- Technical troubleshooting
- Data gathering
- Prospecting skills
- Email Etiquette
- Organization
- Complaint Handling
- Online Chat Support
Timeline
Customer Service Representative
Sutter Health
03.2022 - Current
Promotions Manager
Vaniteux & Co
06.2021 - Current
Access Coordinator II
UAMS Medical Center
05.2021 - Current
Call Center Agent
AT&T
04.2020 - 05.2021
Cashier/Stocker Associate
Walmart
11.2014 - 04.2020
High School Diploma -
North Little Rock High School