Ayanna Joseph
Miami,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in inbound and outbound calls and medical rapport. 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
4
4
years of professional experience
Work History
Customer Service Associate
AJI Catering LLC
12.2023 - Current
- Engage directly with customers to address inquiries, resolve issues, and provide tailored product and service recommendations
- Cultivate lasting relationships by maintaining comprehensive customer profiles and order histories to enhance service delivery
- Process an average of 80+ customer interactions per day, including account creation, information retrieval, product briefing, and service cancellation
- Ensure accurate data collection and entry, assess customer requirements, and determine suitable outcomes to improve customer experience
- Handled billing and payment issues by following guidelines and resolving disputes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Medical Customer Service Representative
GMMI
02.2023 - 12.2023
- Ensure seamless integration and consistent delivery of client services department functions in line with quality standards
- Respond to client assistance inquiries through email, fax, and telephone communications
- Maintain operational efficiency and adherence to GMMI's quality policies within the client services division
- Find and provide medical information to travelers within area of clients location
- Communicate with providers to obtain medical pre authorization
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained current and accurate medical records for patients.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Conducted patient intake interviews, recording and documenting relevant information.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Managed approximately 30 incoming calls, emails and faxes per day from patients.
Customer Service Representative
Alorica
07.2022 - 02.2023
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Resolved computer and system networking problems to maintain user productivity.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Researched and resolved uncommon flagged system performance issues to expedite patching.
- Culled technology knowledge to perform IT troubleshooting, restoration, and maintenance services to maintain organizational performance levels.
- Tracked issue resolution policies to maintain compliance with internal standards.
- Responded to customer inquiries and provided technical assistance over phone.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Followed standard operating procedures when handling customer problems and complaints.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Educated customers on offerings and upsold products and services to increase revenue.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Seasonal Sales Associate
Pyramid Consulting Group/Lacoste
03.2022 - 08.2022
- Assisted customers in locating and understanding products, ensuring a positive shopping experience and customer satisfaction
- Addressed and resolved customer inquiries and issues, providing tailored recommendations to meet their individual needs
- Managed point-of-sale transactions with efficiency and accuracy, maintaining a high level of service during checkout
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to build rapport and loyalty.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Managed returns, exchanges and refunds in accordance with store policy.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Built relationships with customers to encourage repeat business.
- Managed efficient cash register operations.
- Monitored customers for signs of security concerns and escalated issues to management.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Managed approximately 30-40 incoming calls, emails and faxes per day from customers
Cashier
McDonald's
08.2021 - 03.2022
- Delivered high-quality customer service by assisting patrons with inquiries, offering product recommendations, and maintaining a friendly demeanor
- Accurately processed transactions, verified pricing, and issued receipts to ensure customer satisfaction and accurate record-keeping
- Utilized basic math and computer skills to manage transactions efficiently and support store operations
- Addressed customer needs and made product recommendations to increase sales.
- Restocked and organized merchandise in front lanes.
- Welcomed customers and helped determine their needs.
- Answered questions about store policies and addressed customer concerns.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Server
Smoothie Spot
01.2021 - 07.2021
- Maintained high standards of food and beverage presentation, ensuring appealing delivery to customers
- Prepared a wide variety of menu items, adhering to quality and safety guidelines
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Greeted new customers, discussed specials, and took drink orders.
- Bussed and reset tables to keep dining room and work areas clean.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Answered customers' questions, recommended items, and recorded order information.
- Processed orders and sent to kitchen employees for preparation.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
Education
Program Enrollment -
Phlebotomy Program
Hollywood, FL01.2025
High School Diploma -
Flanagan High School
Pembroke Pines, FL06.2022
Program Completion -
Urban Teacher Academy Program
Pembroke Pines, FL01.2022
Skills
- Point of sale systems
- Employee management
- Patient confidentiality
- Complaint handling
- Patient accounting
- Team collaboration
- Electronic medical records
- Customer service
- Insurance verification
- Quality assurance
- Call coordination
- MS office proficiency
- Data verification
- Customer relationship management (CRM)
- Problem resolution
- Clerical support
- Inbound and outbound calling
- Complaint escalation
- CRM software
Timeline
Customer Service Associate
AJI Catering LLC
12.2023 - Current
Medical Customer Service Representative
GMMI
02.2023 - 12.2023
Customer Service Representative
Alorica
07.2022 - 02.2023
Seasonal Sales Associate
Pyramid Consulting Group/Lacoste
03.2022 - 08.2022
Cashier
McDonald's
08.2021 - 03.2022
Server
Smoothie Spot
01.2021 - 07.2021
Program Enrollment -
Phlebotomy Program
High School Diploma -
Flanagan High School
Program Completion -
Urban Teacher Academy Program
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