Charita Roberts
Fuquay-Varina,NC
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
14
14
years of professional experience
Work History
Associate Customer Service Representative
Wells Fargo Auto
10.2020 - Current
- Provide a quality customer experience while working to collect and resolve outstanding account balances
- Coordinate and monitor daily activities of two account resolution teams
- Mitigates risk by adhering to all policies and procedures as well as local, state, and federal regulations
- Aids training on policies and procedures to less experienced staff
- Researches and provides guidance to resolve the most complex escalated inquiries and issues from customers
- Assist with compiling statistical reports and others special projects
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Virtual leadership experience with ability to effectively drive results, provide feedback/direction, and manage and build relationships with leaders and team members in a geographically dispersed team environment while working remotely from home
- Leadership experience with ability to effectively manage and engage teams
- Management experience in a financial services environment.
- Ensured compliance with company guidelines regarding data confidentiality when handling sensitive client information during communications or transactions processing purposes.
Patient Service Representative
Affordable Dentures & Implants
08.2018 - 10.2020
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Dentrix to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Assisted patients in filling out check-in and payment paperwork.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
Customer Service Representative
Conduent
01.2016 - 08.2018
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
Bus Driver
Wake County Public Schools
08.2010 - 01.2016
- Maintained a clean and sanitary bus interior by regularly inspecting for cleanliness, removing trash, and reporting necessary repairs to management.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Transported passengers safely along prescribed routes according to tight schedules.
- Conducted pre-trip inspections of bus for safe operation.
- Performed bus driving duties while keeping student safety in mind to maintain good safety record.
Education
High School Diploma -
Middle Creek High School
Apex, NC05.2005
Skills
- Microsoft Word/Office Systems
- Outlook, Outlook 365
- Microsoft Excel
- Excellent Telephone and Workplace Etiquette
- Superb Time Management Skills
- Strong Communication Skills
- Active Listening
- Problem-solving abilities
- Self-motivated Individual
- Works Well with Others
- Customer Service
- Critical Thinking
Timeline
Associate Customer Service Representative
Wells Fargo Auto
10.2020 - Current
Patient Service Representative
Affordable Dentures & Implants
08.2018 - 10.2020
Customer Service Representative
Conduent
01.2016 - 08.2018
Bus Driver
Wake County Public Schools
08.2010 - 01.2016
High School Diploma -
Middle Creek High School
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