Carlesha Joseph
Jeanerette,LA
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
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Alorica, INC
03.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Navigates between different systems like Atlas and Salesforce to document calls.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Managed approximately 100 calls, and emails per day from customers.
Healthcare Customer Service Representative
Medi-Trans
01.2020 - 03.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Certified Nursing Assistant
Centers Heath Care
09.2018 - 01.2020
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Call Center Representative
Jonas Software
07.2017 - 09.2018
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
Certified Nursing Assistant
Arc Of Acadiana
12.2014 - 07.2017
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Education
High School Diploma -
West St Mary High School
Baldwin, LA05.2012
Skills
- Salesforce Administration
- Service Cloud Expertise
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Privacy and confidentiality
Certification
- CNA - Certified Nurse Assistant
Timeline
Customer Service Representative
Alorica, INC
03.2023 - Current
Healthcare Customer Service Representative
Medi-Trans
01.2020 - 03.2023
Certified Nursing Assistant
Centers Heath Care
09.2018 - 01.2020
Call Center Representative
Jonas Software
07.2017 - 09.2018
Certified Nursing Assistant
Arc Of Acadiana
12.2014 - 07.2017
High School Diploma -
West St Mary High School
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