Christina Lafleur
Surprise,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Inbound Contacts Representative
Humana
08.2020 - 01.2022
- The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries.
- The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks.
- Typically works on routine and patterned assignments. The Inbound Contacts Representative 1 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.
- Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.
Housekeeper
Health Care Service Group Inc.
05.2020 - 08.2020
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Cleaned bathrooms and kitchens with sanitizing products to prevent spread of germs and reduce likelihood of illness.
- Established and maintained clean and comfortable environments in resident buildings by vacuuming, cleaning windows and dusting.
Waitress
Applebee's Neighborhood Grill
07.2019 - 06.2020
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Used correct cleaning, sanitizing and food handling procedures to maintain optimal protections for customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Waitress Trainer
Chili's Grill & Bar
05.2016 - 07.2019
- Trained incoming staff on restaurant's practices, culture and procedures to maximize job satisfaction and productivity.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Inspected dishes and utensils for cleanliness, sending back to be washed again when necessary.
Environmental Services Housekeeper
Sharps Mary Birch Hospital
04.2015 - 05.2016
- Complied with applicable standards during cleaning of specialty areas such as labs, surgery suites and labor and delivery rooms to maintain exceptional level of cleanliness.
- Utilized chemicals and cleaning equipment to meet facility's predetermined sanitation and cleanliness quality standards.
- Practiced established infection control methods to reduce risks to patients, families and medical staff.
Receptionist
UDream Dental
01.2014 - 04.2015
- Drafted professional memos, letters and marketing copy to support business objectives and growth.
- Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Receptionist
Courtesy Refrigeration Inc.
02.2012 - 03.2014
- Liaised with vendors, contractors and professional services personnel to properly process orders in alignment with needs and specifications of management.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
- Operated multi-line telephone system to independently handle over 120 calls each day.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Education
High School Diploma -
California Pacific Charter
Newport Beach, CA5 2014
Skills
- Multi-line phone systems knowledge
- Exceptionally organized
- Excellent oral and written communication
- Creative problem solving
- Billing Inquiries
- Multitasking ability
- Service standard compliance
- Computer knowledge
- Microsoft Outlook, Word and Excel
- Customer Accounts Management
- Customer Service
- Problem-solving abilities
- Payment Processing
- Work Ethic and Integrity
- Customer Assistance
- Patience and Empathy
Timeline
Inbound Contacts Representative
Humana
08.2020 - 01.2022
Housekeeper
Health Care Service Group Inc.
05.2020 - 08.2020
Waitress
Applebee's Neighborhood Grill
07.2019 - 06.2020
Waitress Trainer
Chili's Grill & Bar
05.2016 - 07.2019
Environmental Services Housekeeper
Sharps Mary Birch Hospital
04.2015 - 05.2016
Receptionist
UDream Dental
01.2014 - 04.2015
Receptionist
Courtesy Refrigeration Inc.
02.2012 - 03.2014
High School Diploma -
California Pacific Charter