Azure Hinkson

Work History

Qlink Wireless

01.2020 - 03.2022

Tended to all customers queries, concerns, and comments posted to social media platforms
Reviewed all social media posts for accuracy and ensured inappropriate content is removed.
Managed over 100 posts daily.
Increased customer engagement through social media
Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
Maintained company's social media presence by posting messages, answering posts, and monitoring responses
Conducted daily updates to social media profiles to boost company online presence.

Choice Home Warranty

02.2019 - 01.2020

Build and retain customer loyalty by providing a professional, courteous and positive experience to each customer daily
Provide accurate and relevant information as it pertains to the customer’s claim inquiries
Demonstrate superior verbal and written communication skills
Effectively exhibit active and empathetic listening during challenging customer claim events
Continuously improve on building rapport and understanding customer needs
Answered over 50 calls daily.
Demonstrate the ability to effectively overcome objections and implement strategies for overcoming objections
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Answered constant flow of customer calls with minimal wait times

Custom Services

02.2017 - 02.2019

Conducting insurance verification, providing referrals for patient to have inpatient and outpatient procedure from insurance company, alone with any additional assistance or support in daily operations, other responsibilities include calling in medication to pharmacies, and working with insurance providers get prior authorization approved for medication that is not covered by insurance.
Administered 200 internal quality audits and assessed results to inform corrective action measures.
Assisted with developing and implementing quality assurance improvements based on call evaluation results.
Performed call audits to monitor regulatory compliance
Provided ongoing feedback to management and call representatives to foster improvement

Comcast

11.2015 - 02.2017

Responsibilities include delivery world class, exceptional customer experience on every interaction; with acute attention to achieving or exceeding First Call Resolution goal of 80% & Customer Satisfaction goal of 85%
Addressing customer’s incidents, In charge of listening to major companies recorded calls made between representatives and clients in order to make sure guidelines were followed and rules adhered to
Created Excel sheets through Microsoft word to document calls and write ups
Reported directly to manager with any issues found and made sure corrective action was taken.

01.2012 - 01.2014

Sell products and services to consumers, and also suggested items for purchase based on customer's needs and demonstrate how to use products.
Managed customer accounts to secure customer satisfaction and repeat business
Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations
Set and achieved company defined sales goals
Managed over 50 calls daily.