Bonita Arnold
Dublin,OH
Summary
Experienced Senior Customer Advocate with over 19 years of experience in customer service. Excellent reputation for resolving problems, assisting with escalations and improving customer satisfaction while being a subject matter expert. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
19
19
years of professional experience
Work History
Care Coordinator
Quantum Health
09.2023 - Current
- Improved communication among healthcare providers, streamlining the coordination of services for patients.
- Collaborated with interdisciplinary teams to provide comprehensive, patient-centered care.
- Built strong relationships with clients to deliver emotional support and companionship.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Provided emotional support for patients and families during difficult times, fostering resilience and coping skills.
- Advocated for patients'' rights within the healthcare system, working diligently to address concerns or barriers to care.
- Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
- Assisted in managing medication regimens for complex cases, reducing potential errors or adverse effects on patients'' health.
Student Advisor
Columbus State Community College
11.2022 - 09.2023
- Enhanced student retention by providing personalized academic guidance and support.
- Boosted graduation rates through proactive advising on course selection and degree requirements.
- Improved student satisfaction by offering tailored resources for academic success and career development.
- Assisted students in overcoming challenges with effective problem-solving strategies, leading to higher levels of achievement.
- Collaborated with campus departments to identify opportunities for additional support or accommodations for students facing unique challenges.
- Maintained detailed records of individual student interactions and outcomes, utilizing data-driven insights to inform future advising approaches.
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
- Educated students on college admissions process and scholarship requirements.
Senior Customer Service Advocate
Verizon Wireless
09.2005 - 08.2022
- Maintained current knowledge of company policies, products and marketing initiatives to better serve each customer.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Handled Escalated calls for resolution
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Subject Matter Expert
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
Education
High School Diploma -
Springfield South High School
Springfield, Ohio06.1982
Skills
- Adept at conflict resolution
- Excellent Time Management Skills
- Escalations Expert
- Subject Matter Expert
- Effective Communicator
- Analytical Thinking
- Organizational Skills
- Relationship Building
- Microsoft Office
- Order and Refund Processing
Timeline
Care Coordinator
Quantum Health
09.2023 - Current
Student Advisor
Columbus State Community College
11.2022 - 09.2023
Senior Customer Service Advocate
Verizon Wireless
09.2005 - 08.2022
High School Diploma -
Springfield South High School
Similar Profiles
Stephanie BlevinsStephanie Blevins
Patient Service Representative at Quantum HealthPatient Service Representative at Quantum Health
Jasmine PylesJasmine Pyles
Personal Service Representative at Quantum HealthPersonal Service Representative at Quantum Health
Erika KabackErika Kaback
Utilization Management Quality Nurse at Quantum HealthUtilization Management Quality Nurse at Quantum Health
Amber CapadonaAmber Capadona
Issue Resolution Specialist at Quantum HealthIssue Resolution Specialist at Quantum Health
ALI SIMONSALI SIMONS
Territory Manager at BlueWind MedicalTerritory Manager at BlueWind Medical