Charity Lukyamuzi
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Competent in Microsoft Word, Excel, Outlook, PowerPoint, SharePoint, Oracle, GSC, Salesforce, AS-400, Vonage, ECW. Excellent communicator with the ability to remain professional while providing quick resolutions to dissatisfied customers.
Overview
14
14
years of professional experience
Work History
Patient Resource Liaison
Premier Pain Solutions
09.2023 - Current
- Served as the primary point of contact in call center environment, fostering strong relationships between internal teams and external partners.
- Answered constant flow of inbound calls while multitasking multiple screens and managing minimal wait times.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts within compliance of company.
Vaccination Specialist
Maximus/CDC
05.2021 - 08.2022
- Answered incoming calls from citizens related to COVID-19 vaccination scheduling, including the general public
- Responded to inquiries resulting from COVID-19 vaccination scheduling questionnaires or communications
- Utilized databases and written materials to look up and provide information to telephone inquiries
- Responded to telephone inquiries within the set departmental staffing and time parameters
- Maintained a current understanding of CDC Information regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner.
Logistics Release Specialist
Maersk
02.2018 - 02.2020
- Processed payments along with ensuring information was appropriately entered into various system resources, while also releasing cargo within established timeframes
- Received/processed original bills of lading, letters of indemnity, bank guarantees and VP waivers in a timely manner while ensuring all legal and financial requirements were met
- Researched, interpreted and applied service contract terms as required
- Responded to all emails & phone calls ensuring responses were in accordance with department/company guidelines
- Liaised with customers, 3rd party terminals, rail and CY's on process changes and improvements while maximizing revenues.
Customer Service Associate
Nordstrom Rack
10.2017 - 02.2018
- Ensure the customer experience is seamless by promptly greeting customers, assisting in uncovering great deals and maintaining a clutter free store appearance
- Accurately and efficiently checkout customers; including ringing up final purchases and returns, processing credit card applications and performing price verifications in a timely manner.
Customer Service Specialist/Recruiter
Nordstrom Direct
07.2014 - 08.2015
- Responsible for company's talent recruitment which includes; reviewing online candidate profiles, evaluating resumes, and conducting prescreening interviews
- Liaison for management team and new hires to ensure fulfillment of all onboarding requirements
- Corresponded daily with customers via telephone calls and live chat to assist with the processing of orders, exchanges, and financial adjustments
- Successfully troubleshoot and provide resolution for customer internet and catalog related issues.
Registration Intake Specialist
Alere Wellbeing Inc.
09.2010 - 12.2013
- Conducted intake and counseled clients in the process of refraining from nicotine; utilizing customized application software to support telephone-based service delivery
- Provided current information and resources to smokers, their families, the general public, health care professionals and members of community organizations.
- Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
- Answered phone calls and provided new clients with required paperwork to initiate service.
Education
North Seattle College
Seattle, WAHigh School Diploma -
Stadium High School
Tacoma, WADental Assisting Certificate -
Eton Technical Institute
Federal Way, WA01.2004
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
Timeline
Patient Resource Liaison
Premier Pain Solutions
09.2023 - Current
Vaccination Specialist
Maximus/CDC
05.2021 - 08.2022
Logistics Release Specialist
Maersk
02.2018 - 02.2020
Customer Service Associate
Nordstrom Rack
10.2017 - 02.2018
Customer Service Specialist/Recruiter
Nordstrom Direct
07.2014 - 08.2015
Registration Intake Specialist
Alere Wellbeing Inc.
09.2010 - 12.2013
North Seattle College
High School Diploma -
Stadium High School
Dental Assisting Certificate -
Eton Technical Institute
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