Charmaine Smith
Rocky Mount,NC
Summary
Personable and dedicated Customer Service Representative with data entry skills and a growing experience in the technical industry. Committed team player with upbeat, positive attitude and proven skill in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. 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 and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Team Lead
Reign Hair Care
Remote, Remote
05.2020 - Current
- Assists staff of 10 with resolving complex customer issues and implementing targeted solutions
- Cross-trains in multiple departments to process customer service requests via phone support, email support, or live chat
- Documents customer correspondence in CRM to track requests, problems, and solutions
- Accurately diagnoses customer needs and proactively educated them about features and benefits of company products and services
- Guides customers through troubleshooting, navigating company website/mobile app, or using products or services using digital tools
- Assists customers by providing confirmations, answering questions, and offering general information.
Member Service Specialist
Haven Hospice Corp
12.2017 - 03.2020
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions
- Utilized a wide range of technical systems and company equipment to optimize operations and workflow
- Answered inbound calls from a wide range of members and made outbound calls regarding customer accounts
- Helped members resolve account problems and navigate internal systems to handle routine needs
- Audited customer account information to identify issues and develop solutions
- Leveraged software and systems to research and resolve member inquiries
Medical Data Entry Specialist
American Health Supply
11.2014 - 10.2017
- Input patient and insurance information into the company computer system using HDMS Software
- Answered incoming phone calls and directed callers to appropriate departments and personnel
- Entered data into spreadsheets, documents, and databases with a high accuracy rate
- Improved quality of data by producing coherent definitions and data-naming standards
- Screened and regularly answered calls to aid company members.
Education
Bachelor of Science - Health Sciences
South University
Savannah, GA05.2018
Skills
- Efficient and Detail-Oriented
- Technical Support
- Supervisory Experience
- Sales
- Email Support
- Salesforce
- Zendesk
- Understanding Customer Needs
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Data Entry
Timeline
Customer Service Team Lead
Reign Hair Care
05.2020 - Current
Member Service Specialist
Haven Hospice Corp
12.2017 - 03.2020
Medical Data Entry Specialist
American Health Supply
11.2014 - 10.2017
Bachelor of Science - Health Sciences
South University
Similar Profiles
Joseph MakokhaJoseph Makokha
Caregiver Attendant at Reign Harbour Health Care ServicesCaregiver Attendant at Reign Harbour Health Care Services
Rana RoyRana Roy
Senior HR Executive at Adon Hair CareSenior HR Executive at Adon Hair Care
Taylor KendryTaylor Kendry
Receptionist Assistant at First Impressions Salon Hair Body CareReceptionist Assistant at First Impressions Salon Hair Body Care
Barret StricklandBarret Strickland
Plumbing QA Tester at Clayton HomesPlumbing QA Tester at Clayton Homes
Jacqueline BunnJacqueline Bunn
House Cleaner at Bunnifide Cleaning ServicesHouse Cleaner at Bunnifide Cleaning Services