Chamika Cotton
Newark,NJ
Summary
Adept at navigating complex customer service scenarios, I elevated patient satisfaction and first-call resolution rates at Alay Services through expert HIPAA compliance and compassionate communication. Skilled in Microsoft Office and fostering team collaboration, my background includes significant achievements in healthcare and retail environments, enhancing customer loyalty and operational efficiency.
Overview
10
10
years of professional experience
Work History
Healthcare Customer Service Representative
Alay Services
08.2023 - 08.2024
- 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 a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Provided customer service for healthcare organizations through multiple channels (phone, email, messaging)
- Monitored prescription orders from end to end: filling, shipping, tracking, and delivery.
Sales Associate
Macy's
11.2016 - 01.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty by delivering excellent shopping experiences creased customer loyalty with personalized shopping experiences and attentive service to encourage repeat business.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Customer Service Cashier
Dollar Tree Stores
07.2014 - 03.2016
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Counted money in drawers at beginning and end of each shift.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Answered product questions using knowledge of sales and store promotions.
- Processed customer orders and accurately handled payment transactions.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Utilized POS system to handle customer cash and credit card transactions.
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
- Offered additional services such as loyalty programs or special promotions to enhance customer engagement.
- Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.
- Addressed customer inquiries with detailed product knowledge, increasing sales through informed recommendations.
- Upheld strict adherence to store policies and regulations, minimizing potential financial discrepancies.
Education
High School Diploma -
Raritan Valley Community College
Branchburg Township, NJSkills
- Appointment Scheduling
- Patient confidentiality
- Data entry proficiency
- Customer Service
- Team Collaboration
- Relationship Building
- Data Entry
- Microsoft Office
- Call Center Operations
Timeline
Healthcare Customer Service Representative
Alay Services
08.2023 - 08.2024
Sales Associate
Macy's
11.2016 - 01.2019
Customer Service Cashier
Dollar Tree Stores
07.2014 - 03.2016
High School Diploma -
Raritan Valley Community College