Charlene Johnson
Lakeland,FL
Summary
Highly motivated and experienced professional seeking a fully remote position in the customer service industry. Demonstrated track record of delivering exceptional customer experiences and resolving inquiries efficiently. Proven ability to adapt to fast-paced environments and collaborate effectively with cross-functional teams. Committed to providing top-notch service, I am eager to contribute my strong communication skills and problem-solving abilities to drive customer satisfaction and contribute to the success of your organization.
Overview
9
9
years of professional experience
Work History
Front Desk Receptionist
Clarkson Eyecare
12.2022 - Current
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Greeted visitors to provide information and direct to appropriate personnel.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Explained policies and procedures to visitors.
- Scheduled appointments and maintained and updated appointment calendars.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
Customer Service Representative
BB Enterprise Communications Center
06.2015 - 11.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Developed strong customer relationships to encourage repeat business.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Educated customers on special pricing opportunities and company offerings.
Education
High School Diploma -
Lake Gibson Senior High School
Lakeland, FL2013
Skills
- Front Office Management
- Appointment Confirmation
- Paperwork Processing
- Inbound and Outbound Calling
- Adaptive Team Player
- Critical Thinking
- Professional Telephone Demeanor
- Computer Proficiency
- Typing Proficiency
- Creative Problem Solving
- Problem Resolution
- Problem-Solving Abilities
- Positive and Professional
- Patient Scheduling
- Appointment management
- Insurance Verification
- Patient Registration
Timeline
Front Desk Receptionist
Clarkson Eyecare
12.2022 - Current
Customer Service Representative
BB Enterprise Communications Center
06.2015 - 11.2022
High School Diploma -
Lake Gibson Senior High School
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