CHEYANNARAE LACE-RUEGGER
Senior Account Representive
Fort Drum,NY
Summary
Customer Service Representative bringing top-notch oral and written communication skills, 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Expert
Cognizant
01.2023 - Current
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Provided information regarding charge accounts and loyalty programs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Owner
Forever Love Weddings
04.2008 - Current
- Promoted business on social media platforms to maximize brand identity and generate revenue
- Developed business and marketing plans and prepared monthly financial reports
- Set pricing structures according to market analytics and emerging trends
- Led startup and opening of business and provided business development, creation of operational procedures and workflow planning
- Contacted new and existing customers to outline benefits of products
- Monitored customer order process and addressed customer issues
- Fostered relationships with customers to expand customer base and retain business
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
Data Entry Specialist
Constellation
07.2022 - 06.2023
- Identified, corrected and reported data entry errors
- Completed accurate and efficient data entry and database updates to support business operations
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data
- Identified and corrected data entry errors to prevent duplication across systems
- Compiled data from source documents prior to data entry
- Reviewed and updated account information in company computer system
- Identified errors in data entry and related issues by mentioning to supervisors for resolution
- Sorted source documents and organized to be filed
- Adhered to strict data confidentiality policies to prevent information leakage
- Communicated with coworkers regarding deadlines and project milestones
- Proofread and edited documents to correct errors
- Documented data entry completions in corresponding logbooks
- Exceeded quality goals to support team productivity
- Monitored updates to company databases and corrected identified errors
- Organized billing and invoice data, prepared accounts receivable and generated revenue reports to support audits
- Reviewed database entries to verify regulatory compliance.
Service Creator Manager
Federal Employee Service Association
04.2020 - 04.2022
- Generated leads with successful cold calling of retirement prospects and skilled use of persuasive communication
- Exceeded department expectations for productivity and accuracy levels
- Optimized revenue levels by developing engaging promotional programs
- Addressed clients' indecision complaints and desires head-on to overcome hesitations and close sales
- Established numerous new accounts, boosting profits significantly
- Participated in incentive programs and contests designed to support achievement of production goals
- Promptly Responded to customer inquiries and resolved complaints to promote loyalty
- Used persuasive techniques to overcome objections and close new sales opportunities
- Developed calling scripts and texts as well as marketing materials
- Applied lead generating methods in a high number of cold calls per day
- Took daily inbound calls and key-entered orders
- De-escalated customer issues with proven conflict mediation and problem solving abilities
- Prepared daily reports and stats for calls, texts and emails made
- Answered product questions with up-to-date knowledge of sales and promotions
- Helped customers find specific products, answered questions and offered product advice
- Built trusting relationships with customers by making personal connections
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers
- Built and maintained relationships with peers and upper management to drive team success
- Reviewed files, recordings and other documents to obtain information to respond to requests
- Documented conversations with customers to track requests, problems and solutions
- Researched resolutions, contacted necessary departments and responded to customers via phone, email or text for follow ups
- Maintained several calendars for various agents and team members
- Worked with fellow sales team members to achieve group targets
- Adhered to company initiatives and achieved established goals
- Conferred with management to offer feedback on operations and promotions based on customer preferences and purchasing habits
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
- Produced sales documents, finalized deals and filed records
- Listened to customer needs to identify and recommend best products and services
- Kept customer and system account information accurate and current to support timely resolutions for all concerns
- Documented customer inquiries and feedback, including service delivery suggestions in company database
- Enhanced client retention by driving product benefits and features and preferred suppliers information delivery around client needs
- Demonstrated self-reliance by meeting and exceeding workflow needs
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals
- Responded to prospects' questions with persuasive communication skills and in-depth knowledge of available products and services
- Managed 12 other team members and schedules
Customer Care
Expert, Nesco Resource
01.2021 - 07.2021
- Educated customers on product features and technical details to highlight benefits
- Followed up with customer to identify and resolve service, account or technical issues and maintain satisfaction
- Registered patients and scheduled appointments
- Assisted with referrals and prepared medical records for patients
- Documented conversations with customers to track requests, problems and solutions
- Upheld strict quality control policies and procedures during customer interactions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Created new accounts and updated existing medical accounts with most current details
- Answered 150 daily phone calls to direct inquiries, answer customer questions and schedule appointments
- Submitted various medication requests electronically
- Improved patient outcomes through value-added services.
Customer Care Expert
The Connection Inc
08.2020 - 01.2021
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Documented conversations with customers to track requests, problems and solutions
- Upheld strict quality control policies and procedures during customer interactions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals
- Entered insurance, demographics and health history into patient database
- Called patients to confirm scheduled appointments and obtain additional details
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files
- Protected patients by observing strict HIPAA guidelines
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments
- Answered multi-line phone system and directed callers to requested personnel and departments
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
Front End Manager
Walmart
08.2011 - 02.2013
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention
- Upheld strict quality control policies and procedures during customer interactions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs
- Resolved inquiries to consistently meet performance benchmarks
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
- Answered customer questions about money services
- Processed customer transactions and applied appropriate fees
- Completed daily reports on services given
- Prepared and checked cashier register tills
- Answered customer phone calls, personally addressing questions within scope of competence and forwarding calls to other departments or managers as appropriate
- Fulfilled orders quickly to accomplish challenging daily objectives
- Picked up heavy objects using proper lifting techniques to avoid personal injuries
- Selected products and items from shelves and pallets for customer orders
- Limited damage to products and orders by using care when choosing items
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items
- Followed all company policies, rules and procedures to promote company goals and maintain safety
- Initiated friendly conversation with customers to determine level of assistance required
- Led team engagement to assist cross-functional departments and achieve goals
- Troubleshot shortages and overages to support quality control efforts
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Relayed customer feedback to cross-functional teams to improve products and services
- Documented customer correspondence in CRM to track requests, problems and solutions
- Improved customer service wait times to mitigate complaints
- Rolled out operational improvements and solutions to deliver top-notch customer service
- And services.
Warehouse Specialist
Hudson Group
05.2011 - 08.2011
- Seasonal employee sorting, distribution to airport stores
- Rotated stock, placed new orders and inspected shipments, coordinating materials management throughout every stage
- Utilized material warehouse management system to ascertain catalog number, size, color and quantity of merchandise to pick from bins or shelves
- Verified product inventory reports by comparing logs and reports and adjusting entries
- Documented actions by completing forms, reports, logs and records
- Prepared secure and well-organized shipping boxes, pallets and crates
- Unloaded trucks, checked product and added warehouse tags
- Broke down heavy pallet loads of cases, boxes and bags
- Reviewed and followed pick sheets to prepare, pack and scan orders
- Tagged and stored product inventory in correct areas and locations
- Organized inventory and coordinated movement between receiving, storage and shipping to facilitate operations
- Operated heavy equipment and machinery safely, including forklifts, pallet runners, pallet jacks and palletizers
- Processed customer orders, picked items from inventory and delivered to freight area according to safety protocols and deadlines
- Pulled and packed products from shelves based on customer orders
- Verified inventory computations by comparing to physical counts of stock and investigating discrepancies or adjusting errors
- Ordered and replenished inventory to maximize sales
- Utilized material handling equipment to transport product to shipping locations or delivery platforms
- Forecasted manpower requirements based on daily workload and company targets
- Prepared orders by processing requests and supply orders, pulling materials and packing boxes.
Store Manager
Cinnaworks, Cinnabun
02.2006 - 08.2008
- Managed schedules of team of 25 personnel to keep all shifts properly staffed
- Completed weekly schedules through strategic staffing allocation to maintain payroll at 98-100%
- Trained employees on additional job positions to maintain coverage of roles at all times
- Assigned tasks to associates to fit skill levels and maximize team performance
- Recruited and hired qualified candidates to fill open positions
- Greeted and encouraged feedback from customers to implement in-store operational changes
- Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction
- Evaluated store performance by receiving, analyzing and incorporating feedback from store inspections to implement action plans for improvements
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Prepared audit reports and financial statements to present findings and recommend corrective actions
- Developed audit reports, including recommendations, conclusions and results
- Gathered and evaluated data and trends to assess compliance
- Provided updates to auditor about project status
- Collaborated with all outside vendors and served as central point of contact
- Maintained client and staff roster with completed and current information
- Adjusted machines to proper settings for each job, including speed and quantity produced, to optimize output and meet schedule targets
- Cleaned machines on consistent basis as part of robust preventive maintenance program to achieve continuous functionality
- Adhered to safety protocols and manufacturer operation standards when operating copy equipment, protecting personnel from injury and machinery from damage
- Prepared accurate financial reports each month by collecting, analyzing and summarizing account information
- Documented, reported, and followed up on discrepancies
- Trained employees on additional job positions to maintain coverage of roles
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Applied continuous improvement program in daily activities to boost productivity, improve quality and reduce costs
- Conducted quality, timely performance feedback and performance appraisals
- Evaluated store performance and incorporated feedback to implement improvement plans
- Reviewed monthly financial results with partners to identify opportunities to improve profitability
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales
- Maintained contact with clients and assisted in developing procedures to identify and track value-added services.
Education
Management, Accounting and Finance, Management
Pierce College
Specialist - Psychology: Accounting and Finance
Southern New Hampshire University
01.2024
Skills
- Computer Skills
- Upselling Products and Services
- Data Entry
- Programs
- Teams
- Microsoft Office
- Microsoft Windows 10
- Benchmark
- Google Calendar
- Microsoft Windows 11
- Sales Force
- Google Docs
- RingCentral
- Gmail
- Google Meetings
- Slack
- Excel Spreadsheets
- GoToConnect
- Grasshopper
- Google Chat
- Outlook
- Zoom Meetings
- Trello
- Dropbox
- Github
- ZenDesk
- 8x8
- Calendly
- VCC
- Discord
- Skype Business
- Order Fulfillment
- Staff Support
- Maintaining Clean Work Areas
- Operational Efficiency
- Professional Relationships
- Issue and Complaint Resolution
- Customer Experience Control
- Investigate Claims
- Program Promotion
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Senior Customer Service Expert
Cognizant
01.2023 - Current
Data Entry Specialist
Constellation
07.2022 - 06.2023
Customer Care
Expert, Nesco Resource
01.2021 - 07.2021
Customer Care Expert
The Connection Inc
08.2020 - 01.2021
Service Creator Manager
Federal Employee Service Association
04.2020 - 04.2022
Front End Manager
Walmart
08.2011 - 02.2013
Warehouse Specialist
Hudson Group
05.2011 - 08.2011
Owner
Forever Love Weddings
04.2008 - Current
Store Manager
Cinnaworks, Cinnabun
02.2006 - 08.2008
Management, Accounting and Finance, Management
Pierce College
Specialist - Psychology: Accounting and Finance
Southern New Hampshire University
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