BIANCA A. BURGESS
Plainfield,NJ
Summary
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.
Overview
5
5
years of professional experience
Work History
Outbound Agent
Datavant
02.2024 - Current
- Increased customer satisfaction by addressing and resolving inquiries promptly and professionally.
- Built strong client relationships through effective communication and active listening skills.
- Enhanced company's reputation by delivering exceptional service, building trust, and ensuring repeat business.
- Set up appointments with interested customers according to schedule availability.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Made average of 57 outbound and inbound calls per day.
Payroll and Talent Specialist
AllWork
08.2023 - 12.2023
- Enhanced talent acquisition process by implementing innovative sourcing strategies and streamlining candidate selection procedures.
- Implemented effective onboarding programs to improve new hire retention and satisfaction rates.
- Partnered with hiring managers to develop customized interview processes tailored to specific role requirements.
- Developed and maintained strong working relationships with executives, HR team, and hiring managers to foster partnerships that produced consistent results.
Customer Service Representative
Maximus Inc. - Recruited
10.2022 - 05.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Answered constant flow of customer calls with minimal wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Front Desk Agent
Holiday Inn Express
01.2022 - 03.2022
- Reply to emails regarding room inquires and reservations.
- Maintain positive attitude and friendly demeanor.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Streamlined front desk operations for improved efficiency and faster service delivery.
Call Center Representative
Momentum Solar
07.2019 - 11.2019
- High Volume Calls (about 750)
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
Education
Dental Assisting Certificate - Dental Assisting
Central Career School
South Plainfield, NJ05.2018
Some College (No Degree) - Mathematics Teacher Education
Montclair State University
Montclair, NJHigh School Diploma -
Plainfield High School
Plainfield, NJ06.2016
Skills
- Product Knowledge
- Complaint resolution
- Appointment Scheduling
- Account updating
- Call Management
- Data Entry
- Computer Proficiency
- Customer Service
Timeline
Outbound Agent
Datavant
02.2024 - Current
Payroll and Talent Specialist
AllWork
08.2023 - 12.2023
Customer Service Representative
Maximus Inc. - Recruited
10.2022 - 05.2023
Front Desk Agent
Holiday Inn Express
01.2022 - 03.2022
Call Center Representative
Momentum Solar
07.2019 - 11.2019
Dental Assisting Certificate - Dental Assisting
Central Career School
Some College (No Degree) - Mathematics Teacher Education
Montclair State University
High School Diploma -
Plainfield High School
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