Bianca Mack
Fort Worth,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
AAA Auto Club Group
03.2023 - Current
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Implemented innovative methods for streamlining the customer service process.
- Answered inbound calls, chats and emails to facilitate customer service.
Recruiter
Cross Country Healthcare
05.2023 - 06.2024
- Reviewed referral candidates and contacted qualified individuals to request applications
- Negotiated candidate salaries and prepared employment contracts
- Strengthened operational efficiencies and traceability by developing organizational systems for maintaining confidential employee records and reports
- Email Commutations , Chat support , Out bound calling PRN
Customer Service Representative
Spectrum
08.2022 - 12.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Educated customers on special pricing opportunities and company offerings
- Navigate customers through Spectrum software applications and security systems
- Email Support PRN
Customer Service Specialist
Xfinity Comcast
08.2017 - 08.2022
- Documented customer correspondence in CRM to track requests, problems and solutions
- Explained benefits, features and recommendations to maximize client retention
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Led team engagement to assist cross-functional departments and achieve goals
- Utilized goggle, shared Excel worksheets, internal library and other company resources.
Pharmacy Technician
Walgreens
07.2016 - 08.2018
- Helps health care providers and patients by greeting them in person and by phone; answering questions and requests; referring inquiries to the pharmacist
- Ensures medication availability by delivering medications to patients and departments
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions
- Teamed with peers, technicians and pharmacists to prioritize and complete orders
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
Education
Master of Science - Business Administration And Management
Strayer University
Washington, DC07.2023
College of Liberal Arts - Criminal Justice And Social Science
Jackson State University
Jackson, MS05-2014
Diploma -
Callaway High School
Jackson, MS05.2010
Skills
- Verbal and Written Communication
- Affirmative Action Guidelines
- Software Support
- Multi-Task Management
- Business development understanding
- Medical terminology knowledge
- De-Escalation Techniques
- Credit card payment processing
- Microsoft Office expertise
- Call Center Operations
- Technologically savvy
- System implementation
- Quality assurance controls
- Inbound and Outbound Calling
- Retention Program Development
- Recruiting and Sourcing
Accomplishments
- Director's Diamond Club Award
- Live Legendary Bronze Award
Languages
English
Full Professional
References
References available upon request.
Timeline
Recruiter
Cross Country Healthcare
05.2023 - 06.2024
Customer Service Representative
AAA Auto Club Group
03.2023 - Current
Customer Service Representative
Spectrum
08.2022 - 12.2023
Customer Service Specialist
Xfinity Comcast
08.2017 - 08.2022
Pharmacy Technician
Walgreens
07.2016 - 08.2018
Diploma -
Callaway High School
Master of Science - Business Administration And Management
Strayer University
College of Liberal Arts - Criminal Justice And Social Science
Jackson State University