CHEYENNE VIEIRA
Marietta,GA
Summary
Motivated and dedicated professional with years of expertise in client management and organizational duties. Proven track record of success in customer service and administrative duties. Demonstrates expert insight and proficiency in enforcing policies and procedures. Skilled and collaborative team leader with experience in coordinating. Planning and supporting daily operations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Chick-Fil-A
Sandy Springs, GA
01.2021 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Responded to customer requests for products, services, and company information
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials
- Addressed customer inquiries to ensure satisfaction and foster positive service experience
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference
Phlebotomist
CSL Plasma Center
Atlanta, GA
05.2023 - 07.2024
- Enhanced patient experience through compassionate care and communication during blood draw procedures
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely execution
- Completed proper sanitation and cleaning of equipment and work areas between patients
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment
- Tracked collected specimens by initialing, dating, and noting times of collection
- Stocked phlebotomy cart or carrier with appropriate supplies
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including challenging cases
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture
- Assembled tourniquets, needles, and blood collection devices to prepare work trays
- Addressed questions and concerns to educate patients on collection process and procedures
- Identified veins suitable for venipuncture with precision, minimizing discomfort for patients
- Collected, labeled, and processed blood samples for variety of tests, ensuring accuracy and timely delivery to laboratory
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles
- Verified patients' identification for proper sample collection
Benefits Analyst
Morneau Shepell
Dunwoody, GA
03.2018 - 01.2021
- Answer all inbound calls and respond to members inquiries regarding enrollment
- Ensure accurate data entry and follow up with members as required
- Work to resolve any issues in order to retain members
- Password reset
- Navigation through Portal, respond to call backs as well as assisting with emails in a timely manner
- Submit documentation that is required for enrollment of a child
- Assist with any QLE, Including Death, Divorce, Marriage, Newborn, Gain of Other Coverage or Loss of Coverage, And Adoption documentation
- Provide detailed and accurate information regarding medical coverage plans
- Effectively communicate with staff/management to ensure quality of work
- Understanding and knowing Hippa law, LOA, EEOC, Short/Long term Disability, Customer Service, EAP, Wage Work, DCFSA and Sick Leave Bank
XPO Logistics
Atlanta, GA
11.2016 - 02.2018
- Answered all inbound calls and responded to customer inquiries regarding shipped/lost packages
- Ensured accurate data entry and followed up with customers as required
- Worked to resolve any issues in order to retain loyal business and increase client satisfaction
- Utilized scripts and job aids to answer questions as instructed regarding stolen or missing items
- Built a rapport with customers while providing great customer service
- Established and enforced operating procedures and work standards that uphold high performance
- Order Processing, Data Entry, Payment Processing
Customer Service Representative
AMC Theaters
Atlanta, GA
01.2013 - 12.2016
- Properly responded in a timely manner to all email complaints assisting with refunds, Any ticket issues, food, employees and location complaints
- Escalating any customer email complaints while screen mirroring Supervisors computer to resolve issues
- Answered incoming calls and responded to customers
- Identify issues, respond to concerns and follow up with satisfactory resolution within a timely manner
- Demonstrated effective listening skills and proficiently navigated through multiple systems to address client questions, reviewed inquiries regarding billing
- Maintained accurate documentation of all interactions with clients and demonstrated leadership in providing constructive feedback to staff when needed
Education
GED -
North Eastern Academy
The Bronx, NY05.2002
Skills
- Critical thinking
- HIPAA
- Active listening
- Patient Care
- Customer service
- Appointment scheduling
- Microsoft Word
- Customer support
- Data entry
- Computer proficiency
- Payment processing
Certification
Certified Phlebotomist
Timeline
Phlebotomist
CSL Plasma Center
05.2023 - 07.2024
Customer Service Representative
Chick-Fil-A
01.2021 - 02.2025
Benefits Analyst
Morneau Shepell
03.2018 - 01.2021
XPO Logistics
11.2016 - 02.2018
Customer Service Representative
AMC Theaters
01.2013 - 12.2016
GED -
North Eastern Academy