Ayah Al-Baseer
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Rep/Dispatcher Clerk
ModivCare
07.2023 - 11.2024
- Responsible for acting as a liaison between transportation providers and existent and prospective members in assisting members with securing transportation to and from urgent and non-urgent doctor's visits, hospital discharges and more
- Schedule same day, next day and future reservations in all states in the US to secure transportation for valuable members to and from doctor visits
- Assist facilities 24/7 in scheduling transportation for hospital discharges and standing orders
- Arrange Lyft or Uber transportation as recovery for members who missed original scheduled transportation
- Assist and work closely with transportation providers to re-route trips in events where they could not accommodate members
- Offer mileage reimbursement to members who secured their own transportation
- Offer meals and lodging for members who have urgent reservations that require excessive travel and overnight testing/hospital stay
- Work closely with Medicaid/Insurance carriers to provide members with optimal advantage for their plan
- Assist members with documenting and submitting complaints against providers
- Provide and arrange digital and physical Bus Passes/Train tickets to members that are on the Mass Transit Program
- Offer diverse Levels of Service such as ambulatory, stretcher and wheelchair transportation
- Provide exceptional customer service to existing and prospective members daily to always ensure member satisfaction
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
Customer Service Representative
Community Financial Service Center CFSC
02.2018 - 09.2022
- Responsible for processing financial transactions for loyal and prospective customers
- Conducted wire transfers, processed bill payments, cashed commercial, personal and payroll checks
- Achieved company sales goals selling prepaid debit cards
- Provided currency exchange services, money orders, lottery etc
- Closing and opening cash drawer audits and maintained large amounts of money in safe daily
- Registered and maintained customer vital information into database daily
- Logged all transactions, shortages, overages in books system at the end of shift
- Adhered to all BSA/AML policies
- 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.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative
Whole Foods Market
09.2016 - 12.2018
- Collaborated with a team to ensure quick and efficient service over the course of two years
- Maintained up to date knowledge of products and services
- Delivered high quality customer service assisting customers with the checkout process
- Responded to all customer inquiries in a professional and effective manner through active listening
- Collected and processed cash, credit and debit payments through the POS System
- Verified and balanced cash drawers at the beginning and end of each shift
- Built strong relationships with customers through product recommendations and personalized experience
- Trained and mentored new hires with organized training outline and experience
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Intern
KIPP AMP Academy
05.2012 - 06.2013
- Company Overview: Charter School
- Worked closely with school advisors to perform administrative task and duties
- Responsible for supporting youth grades K-4
- Increased student engagement and motivation through the use of interactive teaching strategies and collaborative projects.
- Contributed to a positive school culture by actively participating in staff meetings, professional development workshops, extracurricular programs, and community outreach events.
- Worked with classroom teacher to learn about current standards and best practices.
- Facilitated small group activities and one-on-one instruction to meet individual student needs.
- Monitored classrooms for safety and good behavior, offering students positive reinforcement to maintain discipline.
- Supported social-emotional growth of each student by incorporating mindfulness practices, team-building activities, and community service projects into curriculum.
- Assisted teachers in developing and implementing lesson plans.
- Facilitated group discussions among students to encourage critical thinking and problem-solving skills.
Education
Associate of Applied Science - Nursing
Essex County College
Newark, NJ05-2026
Associates Of Applied Sciences - Arts
LaGuardia Community College
Queens, NY05.2018
High School Diploma - General Studies
John V. Lindsay Wildcat Academy
Manhattan, NY06.2013
Skills
- Microsoft Office
- Google Workspace
- Verbal Communication
- Written Communication
- Problem-solving
- Active Listening
- Data Entry
- Time Management
- Multitasking
- Organization
- Customer service
- Decision-making
Volunteer Experience
KIPP AMP Academy, Brooklyn, NY, 05/2012, 06/2013, Charter School Volunteer, Performing administrative tasks and duties., Supporting youth grades K-4.
Language competencies - English
fluent (speaking, reading, writing)
Timeline
Customer Service Rep/Dispatcher Clerk
ModivCare
07.2023 - 11.2024
Customer Service Representative
Community Financial Service Center CFSC
02.2018 - 09.2022
Customer Service Representative
Whole Foods Market
09.2016 - 12.2018
Intern
KIPP AMP Academy
05.2012 - 06.2013
Associate of Applied Science - Nursing
Essex County College
Associates Of Applied Sciences - Arts
LaGuardia Community College
High School Diploma - General Studies
John V. Lindsay Wildcat Academy
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