China Brown
Evans,CO
Summary
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
13
13
years of professional experience
Work History
Customer Service Representative
TTEC
01.2021 - 03.2024
- 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.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Medical Assistant
Center for Pediatrics and Adolesent Medicine
06.2018 - 04.2020
- Obtained client medical history, medication information, symptoms, and allergies.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed medical records management, including filing, organizing and scanning documents.
- Updated patient information and insurance details for accurate electronic medical records.
- Maintained strict compliance with HIPAA regulations, ensuring the confidentiality of sensitive patient information.
- Supported administrative tasks such as ordering supplies, inventory management, and filing medical documents for streamlined office workflow.
Manager of Operations
Choice Hotels
11.2013 - 08.2018
- Enhanced customer satisfaction with timely resolutions of issues and effective communication strategies.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Offered appropriate reservation options based on expected attendees when coordinating events.
Sales Manager's Assistant
RAC Acceptance
10.2010 - 02.2012
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Assisted coworkers and staff members with special tasks on daily basis.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Education
High School Diploma -
Heritage High School
Lynchburg, VA06-2006
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Call management
- Team development
- Microsoft Office Suite
- Microsoft PowerPoint
- Dispute resolution
Timeline
Customer Service Representative
TTEC
01.2021 - 03.2024
Medical Assistant
Center for Pediatrics and Adolesent Medicine
06.2018 - 04.2020
Manager of Operations
Choice Hotels
11.2013 - 08.2018
Sales Manager's Assistant
RAC Acceptance
10.2010 - 02.2012
High School Diploma -
Heritage High School
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