Avarrae Boone
Houston,TX
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
CSR
RemX Staffing
Houston, TX
02.2023 - 01.2024
- Provided customer service support to customers over the phone and by email.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Researched required information using available resources.
- Followed up with customers to ensure their satisfaction.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Gathered feedback from customers regarding products and services.
- Analyzed call trends to identify areas of improvement for customer service processes.
- Developed strategies to improve quality of customer service delivery.
- Assisted in the development of customer service procedures and policies.
- Performed account maintenance activities such as updating client information in databases.
- Documented all conversations with customers in CRM software according to company standards.
- Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.
- Updated job knowledge by participating in educational opportunities.
- Participated in team meetings or training sessions when necessary.
Customer Service Representative
Health and Human Services Commission
Houston, TX
04.2021 - 01.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Specimen Collector
Quest Diagnostics
Houston, TX
05.2018 - 02.2021
- Processed specimens and prepared each for shipment to testing laboratories.
- Maintained compliance with standards for patient confidentiality, work accuracy and infection control.
- Gathered biological samples for laboratory tests.
- Received and routed results to proper personnel.
- Performed basic procedures using in-office testing equipment.
- Prepared specimens for in-house testing and for transport to off-site to reference laboratories.
- Labeled and numbered specimens for accurate recordkeeping and blind testing.
- Unloaded, unpacked and routed incoming specimens by type to different staging areas for further processing.
- Recorded patient data in patient database.
- Reviewed patient data and researched to fill in missing insurance and physician information.
- Kept lab space and equipment clean to prevent contamination with hazardous substances.
- Cleaned and prepared lab equipment for solutions, specimens and samples.
Collections Representative
Are National Services
Houston, TX
12.2016 - 03.2018
- Advised debtors on payment options and set up payment plans.
- Reasoned with customers and attempted to negotiate full balance payments.
- Handled irate customers smoothly to achieve performance targets.
- Handled contracts and payments on accounts.
- Entered customers' financial status information into system.
- Used effective questioning techniques to clarify why debtors were delinquent.
- Utilized skip tracing resources to complete background checks and loan documents.
- Upheld privacy and security requirements for customer information.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Customer Service Representative
Xerox
Houston, TX
04.2014 - 11.2016
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Education
George Washington Carver
Houston, TX06.2012
Skills
- Report Generation
- Credit Card Payment Processing
- Report Creation
- POS Systems and Ordering Platforms
- 40 wpm Typing Speed
- Multitasking and Prioritization
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Verbal and Written Communication
- Microsoft Office Expertise
Timeline
CSR
RemX Staffing
02.2023 - 01.2024
Customer Service Representative
Health and Human Services Commission
04.2021 - 01.2023
Specimen Collector
Quest Diagnostics
05.2018 - 02.2021
Collections Representative
Are National Services
12.2016 - 03.2018
Customer Service Representative
Xerox
04.2014 - 11.2016
George Washington Carver