AYSA SURELLER
Plant City,FL
Summary
Knowledgeable professional with extensive Customer Service and Administrative experience. Dedicated to maximizing satisfaction while providing, positive and proactive attention to internal and external customer needs. Smoothly handle questions and resolve concerns with great problem-solving abilities and attention to detail. Multitask and manage time well to consistently meet performance goals and strategies set aside by company policy and procedures.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist (Remote)
Randstad Staffing
03.2022 - Current
- Established rapport with over 150 assigned VIP members by troubleshooting, offering detailed solutions and support with account related questions and concerns
- Maintained 92% member satisfaction rate with forward-thinking strategies focused on addressing members needs and resolving concerns.
- Documented detailed notes in CRM system to track customer interactions for follow - up calls or contact
- Verified demographic information to assure member confidentiality and privacy
CDC Remote CSR (COVID 19 ) Project
KForce
04.2021 - 02.2022
- Handled customer inquiries and suggestions courteously and professionally on COVID-19 health line project, chosen from field of hundreds of candidates to work on exclusive team.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor, of calls requiring next level escalation in rural and low-lined areas.
- Answered constant flow of customer calls with minimal wait times, from across United States providing CDC information for COVID-19 testing, locations and answering FAQ's based on scripted protocol.
- Extensive training for project healthcare verbiage, explaining medical facts and fiction surrounding COVID-19
- Followed locator maps for US regions and rural plots to direct customers to medical providers, testing and other COVID-19 resources. Spoke with medical providers and first- responders also providing facts regulated by CDC.
Senior Customer Care Specialist
Generations Renewed A Community Development Corp.
04.2018 - 03.2020
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information for 75-100 community clients
- Built relationships with community agencies for timely service referrals
- Facilitated outreach activities to build community awareness
- Developed and implemented programs to engage and empower underserved populations
- Liaised between clients and healthcare providers to maintain continuity of care for five community partner agencies
Financial Aid Advisor
Ultimate Medical Academy
01.2016 - 01.2018
- Counseled students and parents about financial aid options, program details, program cost and degree requirements
- Provided financial aid counseling to enrolled and prospective students.
- Designed financial aid reward packages, aligning contents with individuals' monetary and logistical needs.
- Monitored student financial aid files to verify completeness and compliance with Federal and State regulations
- Collected, prepared and tracked required tuition planning documents and answered inquiries regarding tuition planning and financial aid
- Received 97% for non-returned packaged students and 98% enrollment rate. Selected for as Employee of Quarter two consecutive starts
Financial Aid Advisor
Zenith Education Group aka Everest University
01.2014 - 01.2016
- Educated students on available financial aid options, including grants,loans and scholarships
- Counseled students at start and end of loans to offer best financial advice and improve long-term outcomes
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards
- Reviewed financial aid appeals, issuing secondary and final judgments on award packages
- Processed federal financial aid verifications per Federal and State guidelines, Increased section enrollment by 15% in single start
- Explained very technical financial information to applicants in easy to understand language
Education
HIGH SCHOOL DIPLOMA - General Studies
Kathleen Senior High School
Lakeland, FL06.2010
Skills
- Call Center procedures
- Call escalation
- Multi-line telephone operations
- Client Confidentiality
- Customer Retention Strategies
- Conflict Resolution/Active Listening
- Quality Control/Documentation
- Computer Proficiency/Multiple Screens
- Professional Telephone Demeanor
- Policy and Procedure Adherence
Timeline
Customer Service Specialist (Remote)
Randstad Staffing
03.2022 - Current
CDC Remote CSR (COVID 19 ) Project
KForce
04.2021 - 02.2022
Senior Customer Care Specialist
Generations Renewed A Community Development Corp.
04.2018 - 03.2020
Financial Aid Advisor
Ultimate Medical Academy
01.2016 - 01.2018
Financial Aid Advisor
Zenith Education Group aka Everest University
01.2014 - 01.2016
HIGH SCHOOL DIPLOMA - General Studies
Kathleen Senior High School
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