Calandra Bridgewater
Cypress,TX
Summary
Experienced professional with over 20 years in customer service and training roles, seeking a Remote Customer Service Representative position. Excelled at JPMorgan Chase by resolving complex customer issues and enhancing satisfaction through personalized solutions. Proven track record in improving service quality, elevating team performance, and implementing effective training programs at Artella Solutions. Continuously applying healthcare customer service expertise from Artella Solutions to Sagility.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Sagility
11.2024 - Current
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Training Manager
Artella Solutions
02.2024 - 09.2024
- Conducted regular evaluations and provided constructive feedback to enhance team performance and foster a positive work environment
- Implemented comprehensive training programs that improved customer service quality and increased customer satisfaction scores through real-time coaching
- Managed the scheduling and organization of product trainings for healthcare professionals, ensuring the reliability of training software and hardware
- Managed new employee orientation training process for more than 12 employees during tenure.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Coordinated and prioritized required training courses for seasoned employees.
- Followed through with patient requests to resolve problems.
- Took ownership of patients issues and followed problems through to resolution.
Senior Service Specialist
JPMorgan Chase
10.2006 - 12.2023
- Resolved customer complaints with empathy and professionalism, ensuring satisfactory outcomes and maintaining service quality
- Troubleshot and resolved online banking and account issues, enhancing overall user experience and minimizing service disruptions
- Identified and acted upon suspicious account activities, contributing to reduction in fraud-related financial losses
- Delivered personalized banking solutions, improving customer satisfaction through tailored service and support
- Consistently exceeded performance metrics, recognized for outstanding contribution to team objectives and service excellence
- Delivered prompt service to 60 to 80 inbound calling customers daily
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Completed 2 Yrs - Elementary Education
Texas Southern University
Houston, Texas05-1998
High School Diploma - undefined
Sam Houston High School
Houston, Texas05.1996
Skills
- Customer Support/Service/Management
- Healthcare
- Patient confidentiality
- Banking Services/Online Banking
- Relationship Management
- Customer Relationship Management (CRM)
- Staff Training
- Problem Solving Skills
- Team Player
- Resolve Customer Issues
- Call Monitoring
- Communication Skills
Awards
Consistently exceeded performance metrics, recognized for outstanding contribution to team objectives and service.
Timeline
Customer Service Representative
Sagility
11.2024 - Current
Customer Service Training Manager
Artella Solutions
02.2024 - 09.2024
Senior Service Specialist
JPMorgan Chase
10.2006 - 12.2023
High School Diploma - undefined
Sam Houston High School
Completed 2 Yrs - Elementary Education
Texas Southern University
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