Chonda Hairston
Martinsville,VA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Contact Center Representative
Tivly
05.2023 - Current
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Handle large volumes of inbound and outbound calls related to small business owners inquiring about commercial insurance needs
- Follow communication scripts and use knowledge of products and services to go off-script when necessary
- Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
- Meet daily qualitative and quantitative targets. Achieve all objectives for service, productivity, and quality standards
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
AEP Sales Qualification Associate I
SelectQuote
10.2022 - 01.2023
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Explained eligibility details and affordability options to patients with kindness and respect.
Customer Service Representative
Faneuil
10.2012 - 10.2022
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Developed strong customer relationships to encourage repeat business.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Set up and activated customer accounts.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Consulted with customers to resolve service and billing issues.
Education
Phlebotomy Technician Program -
PATRICK HENRY COMMUNITY COLLEGE
Martinsville, VA06.2019
Associate Degree - Medical Assisting
AMERICAN NATIONAL UNIVERSITY
Martinsville, VA05.2012
Diploma - Administrative Office Specialist
American National University - Salem
Martinsville05.2012
Skills
- Effective communication, careful and active listening
- Telephone etiquette
- Multi-tasking and Prioritization
- Data Entry
- Customer Service
Certification
CPR and Basic Life Support Issued: 4/25/2019
Moral Reconation Therapy Issued: 3/28/2019
Phlebotomy Technician training Issued: 6/6/2019
Job Readiness Issued: 6/5/2019
National Healthcare Association; CPT Issued: 9/10/2019
Timeline
Contact Center Representative
Tivly
05.2023 - Current
AEP Sales Qualification Associate I
SelectQuote
10.2022 - 01.2023
Customer Service Representative
Faneuil
10.2012 - 10.2022
Phlebotomy Technician Program -
PATRICK HENRY COMMUNITY COLLEGE
Associate Degree - Medical Assisting
AMERICAN NATIONAL UNIVERSITY
Diploma - Administrative Office Specialist
American National University - Salem
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