Hi, I’m
Charmaine Bivens
Chicago,IL
Summary
Customer Service Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers. Handled guest complaints, maintaining a positive dining experience for all rest. Monetary Transactions Handled cash, check, credit and automatic debit card transactions with 100% accuracy. Cashier Achieved highest Number of new credit accounts opened within one-month period. Customer Relations Earned highest marks for customer satisfaction, company-wide. Professional Summary Attentive Customer Service Representative with 4 years achieving Customer Service satisfaction and customer retention goals. Independent and quick-thinking team player seeking a role offering increased responsibility. Friendly and enthusiastic CCA who consistently meets customer service satisfaction goals. Pragmatic City Carrier Assistant delivering mail on specific routes and collecting mail from letter boxes. High performing individual with customer service, communication and decision-making skills. Offering reliability and adaptability. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
years of professional experience
1
Certification
Work History
Mejorar Apparel, LLC
Entrepreneur
09.2021 - Current
Job overview
- Built strong brand recognition and customer loyalty by delivering high-quality products and services consistently over time.
- Improved customer satisfaction with exceptional project management skills and timely delivery of products and services.
- Launched new product lines successfully through comprehensive planning, strategy and research.
- Determined business plan, mission statement, and vision.
- Established a successful startup by researching market opportunities, creating a business plan, and securing funding.
- Successfully navigated challenging economic conditions by adapting business strategies quickly in response to changing market dynamics.
Beloved Community Family Wellness Center
Patient Care Coordinator
11.2019 - 05.2023
Job overview
- Delivered excellent patient experiences and direct care.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Answered phone promptly and directed incoming calls to correct offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Balanced deposits and credit card payments each day.
- Handled customer service inquiries in person, via telephone and through email.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Trained new staff on filing, phone etiquette and other office duties.
- Engaged with patients to provide critical information.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Resolved billing inquiries and disputes in timely fashion.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Built and maintained positive working relationships with patients and staff.
Home Healthcare, Young At Heart
07.2016 - 11.2019
Job overview
- Meal preparation, assisting with personal hygiene, bathroom needs, patient lifting, transfers, vitals recording, and administering medication according to prescription schedule.
Teleperformance
Call Center Agent
03.2019 - 09.2019
Job overview
- Answer incoming calls and respond to customer’s emails
- Management and resolve customer complaints
- Sell products and place customer orders in the computer system
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Research required information using available resources
- Research, identify, and resolve customer complaints using applicable software
- Process orders, forms, and application
- Route calls to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Follow up customer calls where necessary
- Upsell products and services
- Complete call logs and reports.
CCA, United States Postal Service
City Carrier Assistant
02.2018 - 03.2019
Job overview
- Used portable scanning devices to tag items that had been delivered to homes and businesses
- Collected mail from letter boxes on a specific route both on foot and by vehicle
- Planned and cased mail in sequence of delivery for a designated route
- Engaged customers with a pleasant demeanor and offered to help them with any issues relating to their mail
- Responded to citizens' complaints and requests for information and services.
Kmart, Sears Holding
Manager
05.2016 - 01.2018
Job overview
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Maintained computer and physical filing systems.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
White Castle
Cashier
10.2015 - 05.2016
Job overview
- Trained new cashiers on procedures, customer service and sales techniques
- Educated customers on different promotions, spirits and wines to help them make good buying decisions
- Took orders for drinks and food and input orders into the database
- Handled cash, credit and debit cards and personal checks and made the correct change in payment transactions
- Kept work areas clean, neat and organized for maximum productivity
- Greeted customers with enthusiasm and offered to take their orders, filling them quickly and correctly
- Maintained reports of transactions and greeted customers when entering and leaving the establishment
- Made eye contact and pleasantly engaged customers when they entered the store
- Returned any change rendered to the customer after counting it out appropriately
- Verified the amount of loose coins and bundled paper money.
Walmart Supercenter
Stock Clerk
05.2015 - 03.2016
Job overview
- Worked closely with sales representatives on inventory control and ordering
- Stocked shelves with unpacked items, ensuring proper labeling in clear and visible areas
- Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
- Communicated clear expectations and goals to each team member
- Maintained cleanliness and presentation of stock room and production floor
- Answered customer questions about product availability and shipment times
- Helped drive sales goals and achieve monthly quotas
- Greeted customers in a timely fashion, while quickly determining their needs.
Culver's
Cashier
01.2015 - 10.2015
Job overview
- Trained new cashiers on procedures, customer service and sales techniques
- Educated customers on different promotions, spirits and wines to help them make good buying decisions
- Took orders for drinks and food and input orders into the database
- Handled cash, credit and debit cards and personal checks and made the correct change in payment transactions
- Kept work areas clean, neat and organized for maximum productivity
- Greeted customers with enthusiasm and offered to take their orders, filling them quickly and correctly
- Maintained reports of transactions and greeted customers when entering and leaving the establishment
- Made eye contact and pleasantly engaged customers when they entered the store
- Returned any change rendered to the customer after counting it out appropriately
- Verified the amount of loose coins and bundled paper money.
McDonald's
Cashier
05.2014 - 01.2015
Job overview
- Trained new cashiers on procedures, customer service and sales techniques
- Educated customers on different promotions, spirits and wines to help them make good buying decisions
- Took orders for drinks and food and input orders into the database
- Handled cash, credit and debit cards and personal checks and made the correct change in payment transactions
- Kept work areas clean, neat and organized for maximum productivity
- Greeted customers with enthusiasm and offered to take their orders, filling them quickly and correctly
- Maintained reports of transactions and greeted customers when entering and leaving the establishment
- Made eye contact and pleasantly engaged customers when they entered the store
- Returned any change rendered to the customer after counting it out appropriately
- Verified the amount of loose coins and bundled paper money.
Education
Crete-Monee High School, Crete, IL
High School Diploma
2016
University Overview
GPA: 3.2, Awarded high honor roll
Skills
- Product knowledge
- Public Relations
- Cash balancing
- Cleanliness
- Refunds and exchanges
- Adaptability
- Money handling
- Customer Engagement
- Basic math skills
- Customer-oriented
- Strong interpersonal skills
- Mail delivery Incident reporting
- Approachable
- Public safety and security
- Problem-solving
- Payment processing
- Money drops
- Shipment processing
- Motivated team player
- Technology
- Staff Coaching
- Automated Software Testing
- Team Monitoring
- Process Integration
- Profit and Loss Reporting
- Emotional Support
- Energy Savings
- Stocking Bathrooms
- Inventory Restocking
- Housekeeping Understanding
- Cleaning and Maintenance
- Room Availability
- Deep Cleaning Protocols
- Nursing Homes
- Guest Service and Support
- Hospitality Management
- Guest Relations
- Customer Retention
- Room Turnover
- Bed Checks
- Customer Needs Assessments
- Routing Lab Results
- Scheduling
- Patient Registration
- EMR Systems
- Medical Terminology
- Educate Patients
- Patient Records Management
- Relationship building
- Sales team training
- Goals and performance
- Staff management
- Motivational skills
- Verbal and written communication
- Sales strategy development
- Strategic planning
- Positive and upbeat
- Direct sales
- Sales planning
- Sales tracking
- Goal setting
Accomplishments
Medical receptionist skills — Proficient
Certification
CPR(cardiopulmonary resuscitation) Card
PERC Card
Additional Information
- Authorized to work in the US for any employer
Timeline
Entrepreneur
Mejorar Apparel, LLC
09.2021 - Current
Patient Care Coordinator
Beloved Community Family Wellness Center
11.2019 - 05.2023
Call Center Agent
Teleperformance
03.2019 - 09.2019
City Carrier Assistant
CCA, United States Postal Service
02.2018 - 03.2019
Home Healthcare, Young At Heart
07.2016 - 11.2019
Manager
Kmart, Sears Holding
05.2016 - 01.2018
Cashier
White Castle
10.2015 - 05.2016
Stock Clerk
Walmart Supercenter
05.2015 - 03.2016
Cashier
Culver's
01.2015 - 10.2015
Cashier
McDonald's
05.2014 - 01.2015
CPR(cardiopulmonary resuscitation) Card
PERC Card
Crete-Monee High School
High School Diploma
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