Aynita Burford
Richmond
Summary
Dependable customer service advocate with a track record of resolving inquiries and educating clients. Expertise in relationship building and communication fosters trust and drives positive outcomes.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
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.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
16
16
years of professional experience
Work History
Customer Service Advocate
Parallon Healthcare
06.2023 - 02.2026
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Coordinated with healthcare providers to ensure accurate patient information management.
- Educated patients on billing processes and insurance coverage options efficiently.
- Streamlined workflows by implementing best practices in customer service interactions.
- Monitored service metrics to identify areas for process improvement and efficiency gains.
- Managed complex account issues, ensuring timely resolutions while maintaining high satisfaction levels.
- Developed resource materials that enhanced team knowledge and improved service delivery quality.
Driver
SP+ Parking
1 E Richard Terminal Blvd
10.2021 - 07.2023
- Operated various vehicles to transport clients efficiently and safely.
- Ensured adherence to traffic regulations and company policies during all driving activities.
- Conducted routine vehicle inspections to maintain safety standards and operational readiness.
- Assisted in training new drivers on best practices and company procedures.
- Coordinated with parking management to optimize vehicle flow and minimize wait times.
- Provided excellent customer service by addressing inquiries and resolving concerns promptly.
- Implemented process improvements that enhanced overall efficiency in vehicle dispatch operations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Followed all relevant traffic laws and safety regulations.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Enhanced vehicle longevity with regular maintenance checks and repairs as needed.
- Boosted company reputation through excellent driving record free from accidents or violations over an extended period of time.
- Maintained accurate delivery records, ensuring all packages were accounted for and delivered to the correct recipients.
- Participated in safety training and workshops, applying learned techniques to daily driving practices.
- Safely transported goods across long distances, adhering strictly to traffic laws and regulations.
Utility Locate Technician
UtiliQuest LLC
Richmond, VA
10.2022 - 03.2023
- Conducted precise utility locates using advanced ground-penetrating radar technology.
- Collaborated with project teams to ensure safe excavation practices and compliance with regulations.
- Trained and mentored new technicians on equipment usage and industry standards.
- Improved locate accuracy through effective use of mapping software and field documentation techniques.
- Enhanced safety measures by diligently marking utility lines to prevent accidents during excavation projects.
- Utilized advanced problem-solving skills to accurately identify complex underground utility configurations in challenging situations.
- Demonstrated consistent professionalism while interacting with clients, coworkers, and the public when performing job duties in various environments.
- Worked outdoors in harsh conditions to complete utilities location requirements within expected timeframes.
- Reviewed maps and blueprints to identify locations for and sizes of underground utilities
- Read blueprints and schematics to correctly place equipment.
Mail Carrier
USPS
Richmond, VA
09.2020 - 05.2021
- Delivered mail and packages efficiently while adhering to established routes and schedules.
- Maintained accurate records of deliveries, ensuring compliance with USPS standards.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Operated postal vehicles safely, performing routine maintenance checks and reporting mechanical issues.
- Implemented process improvements that enhanced route efficiency and reduced delivery times.
- Collaborated with team members to optimize workload distribution during peak seasons.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
- Improved mail delivery efficiency by accurately sorting and organizing mail for efficient distribution.
- Utilized advanced knowledge of local streets, neighborhoods, routes for optimal navigation while minimizing delays in delivery timeframes.
- Kept an organized vehicle workspace, ensuring quick access to necessary tools and materials for successful deliveries.
- Displayed professionalism when interacting with customers at their homes or businesses while delivering their mail promptly and courteously every day.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Handled mail and packages with care to prevent damage during delivery.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Proactively communicated route changes or potential delays due to construction or road closures with supervisors for alternative planning purposes.
- Maintained a high level of safety by adhering to traffic laws, utilizing defensive driving techniques, and navigating various weather conditions.
- Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.
- Assisted in reducing lost or misdelivered mail through diligent attention to detail when handling packages and letters.
- Collected outgoing mail from homes and businesses along routes for customer convenience and initiated delivery to intended recipients.
- Participated in ongoing USPS training programs to stay current on postal service procedures, regulations, and best practices for efficient mail delivery.
- Monitored weather conditions regularly to adjust delivery routes accordingly.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Increased community trust by providing consistent and accurate mail delivery services.
Cashier
VA ABC Store
Richmond, VA
07.2020 - 09.2020
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer, ensuring balanced registers at shift end.
- Resolved customer inquiries and complaints, enhancing overall shopping experience.
- Assisted in inventory management, restocking shelves to ensure product availability.
- Trained new staff on operational procedures and customer service standards.
- Monitored store environment for cleanliness and safety compliance regularly.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Boosted team efficiency, shared best practices in cash handling and customer interaction.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Set up new sales displays each week with fresh merchandise.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
Driver
SP+ Parking
1e Richard Byrd Terminal
10.2018 - 04.2020
- Maintained accurate records of trips, including mileage and fuel usage for reporting purposes.
- Delivered goods and products to customer on time and in excellent condition.
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
- Demonstrated strong knowledge of geography and local roads for optimal route selection.
- Communicated with customers to provide delivery updates and confirm delivery locations.
- Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
- Collaborated effectively with dispatchers, ensuring efficient communication for route planning and adjustments.
- Collaborated with dispatch and logistics teams to streamline delivery schedules, improving overall efficiency.
- Adapted quickly to changing weather conditions and traffic patterns to ensure timely deliveries.
- Utilized advanced navigation tools and technology to enhance route planning and delivery accuracy.
- Conducted daily vehicle maintenance checks, significantly reducing likelihood of on-road failures.
- Improved fuel efficiency by implementing strategic driving routes and practices.
- Drove safely in various weather and road conditions to avoid accidents.
- Contributed to team meetings with feedback on route efficiencies and safety, driving continuous improvement.
- Inspected vehicle before and after trips to identify maintenance needs and handle regular upkeep.
- Minimized liability by consistently following road rules when driving.
- Conducted routine vehicle inspections to maintain safety standards and operational readiness.
- Assisted in training new drivers on best practices and company procedures.
School Bus Driver
Richmond Public Schools
09.2015 - 12.2017
- Ensured student safety during transit by adhering to established safety protocols and traffic regulations.
- Conducted routine vehicle inspections and performed basic maintenance to ensure operational readiness.
- Managed student behavior on the bus, fostering a respectful and safe environment for all passengers.
- Communicated effectively with school staff and parents regarding transportation schedules and student needs.
- Implemented route optimizations, enhancing efficiency of daily transportation operations for over 100 students.
- Developed strong relationships with students, promoting trust and cooperation during daily commutes.
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
- Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
- Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
- Obeyed federal, [State] and local traffic laws and regulations to enable safe transportation outcomes for participants.
- Enhanced student safety by strictly adhering to bus routes and schedules, as well as enforcing established behavior guidelines.
- Complied with all relevant state and federal regulations regarding school transportation services, ensuring the safety and well-being of students at all times.
- Developed positive relationships with students, faculty and parents to support continuous rapport and communication.
- Adapted quickly to unexpected situations such as road closures or detours while maintaining composure under pressure to ensure timely arrivals at destinations.
- Demonstrated strict adherence to safety regulations and traffic laws to safeguard passengers.
- Reported vehicle maintenance and repair issues to appropriate personnel for timely resolution.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Participated in ongoing training programs to maintain up-to-date knowledge of industry best practices and safety regulations.
- Improved on-time performance with efficient route planning, taking into consideration traffic patterns and weather conditions.
- Upheld high standards of cleanliness for the school bus interior by performing regular cleaning tasks after each trip.
Bus Driver
Ymca
04.2016 - 01.2017
- Ensured timely and safe transport of children and adults to various YMCA programs.
- Conducted regular vehicle inspections to maintain safety standards and compliance.
- Assisted in developing efficient routes, enhancing overall transportation reliability.
- Provided excellent customer service, addressing passenger inquiries and concerns promptly.
- Collaborated with staff to coordinate transportation logistics for special events and activities.
- Conducted pre-trip inspections of bus for safe operation.
- Acted calmly, productively and professionally under pressure for helpful emergency response.
- Ensured timely arrivals and departures by strictly adhering to schedules and effectively managing unforeseen circumstances.
- Transported passengers safely along prescribed routes according to tight schedules.
Ground Operations Agent
Trego Dugan
04.2015 - 10.2015
- Coordinated ground handling operations to ensure timely departure of aircraft.
- Managed baggage loading and unloading, adhering to safety protocols and minimizing delays.
- Conducted pre-flight inspections to verify equipment functionality and compliance with regulations.
- Collaborated with flight crews to facilitate smooth boarding processes and passenger assistance.
- Trained new hires on operational procedures and safety standards, enhancing team efficiency.
- Monitored weather conditions and communicated necessary adjustments to operations teams promptly.
- Implemented process improvements that reduced turnaround time for aircraft ground services.
- Contributed to a positive working atmosphere among colleagues through effective communication skills and teamwork initiatives.
- Provided excellent customer support during flight disruptions by promptly rebooking passengers on alternative flights or offering other accommodations as required.
- Enhanced customer satisfaction levels with exceptional service during check-in, boarding, and disembarking processes.
- Minimized delays related to aircraft servicing with proactive coordination among catering, fueling, cleaning teams, and crew members.
- Expedited passenger boarding process by accurately validating travel documents and efficiently managing gate queues.
- Assisted in developing contingency plans for emergency situations, ensuring preparedness and quick response capabilities.
- Reduced turnaround times for aircraft handling procedures by implementing time-saving strategies in collaboration with team members.
Dietary Aide
MCV Hospital
07.2012 - 03.2015
- Assisted in meal preparation, ensuring adherence to dietary guidelines and patient preferences.
- Delivered meals to patients, maintaining high standards of safety and hygiene.
- Collaborated with kitchen staff to streamline food service operations, enhancing efficiency.
- Trained new dietary aides on proper food handling and safety procedures.
- Implemented feedback systems for patient meal satisfaction, improving dining experience.
- Monitored inventory levels, assisting in ordering supplies to prevent shortages.
- Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
- Cleared tables and removed dishes, trays, and utensils from dining room to dishwashing area.
- Enhanced kitchen efficiency by maintaining a clean and organized workspace, ensuring timely meal production and delivery.
- Maintained strict levels of cleanliness for tables, floors, and prep areas.
- Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
- Ensured food safety compliance through proper storage, handling, and sanitation procedures, minimizing risk of contamination or illness.
- Assisted in the preparation of nutritious meals for patients with various medical conditions and dietary restrictions.
Food and Nutrition Assistant
Richmond Public Schools
06.2010 - 07.2012
- Assisted in meal preparation and service, ensuring compliance with nutritional guidelines.
- Monitored food safety standards, maintaining cleanliness and sanitation in kitchen areas.
- Collaborated with dietitians to adapt menus for students with special dietary needs.
- Supported inventory management, tracking supplies to minimize waste and ensure availability.
- Evaluated student feedback to improve meal offerings and enhance dining experience.
- Led initiatives to promote healthy eating habits among students through educational programs.
- Elevated patient satisfaction rates through focused attention on special requests, allergies, and dietary restrictions when preparing meals.
- Assisted with preparation and serving of food in line with established nutrition guidelines.
Education
Associate of Applied Science - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FL11-2023
Associate of Applied Science - Medical Assitant
Chester Career College
10-2009
Skills
- Call center experience
- Data entry
- Administrative support
- Data collection
- Complaint handling
- Complaint resolution
- Computer proficiency
- Microsoft outlook
- Appointment setting
- Credit card processing
- Typing speed
- Order fulfillment
- Recordkeeping strengths
- Clerical support
- Call center operations
- Payment handling
- Payment collection
- Medical terminology
- 10-key
- Inbound and outbound calling
- Customer service
- Documentation
- Critical thinking
- De-escalation techniques
- Reading comprehension
- Minute taking
- Spreadsheets
- Relationship building
- Building rapport
- Client relations
- Coordination
- Proofreading
Timeline
Customer Service Advocate
Parallon Healthcare
06.2023 - 02.2026
Utility Locate Technician
UtiliQuest LLC
10.2022 - 03.2023
Driver
SP+ Parking
10.2021 - 07.2023
Mail Carrier
USPS
09.2020 - 05.2021
Cashier
VA ABC Store
07.2020 - 09.2020
Driver
SP+ Parking
10.2018 - 04.2020
Bus Driver
Ymca
04.2016 - 01.2017
School Bus Driver
Richmond Public Schools
09.2015 - 12.2017
Ground Operations Agent
Trego Dugan
04.2015 - 10.2015
Dietary Aide
MCV Hospital
07.2012 - 03.2015
Food and Nutrition Assistant
Richmond Public Schools
06.2010 - 07.2012
Associate of Applied Science - Medical Billing And Coding
Ultimate Medical Academy
Associate of Applied Science - Medical Assitant
Chester Career College