Ciara Varnum
McDonough,GA
Summary
Motivated and dependable professional with years of expertise in a fast-paced environment utilizing excellent Customer Relations and Service Satisfaction. Proficient in job execution and proven track record of success in compliance, detail responsiveness, process improvement and leadership.
STRATEGIC AND CREATIVE THINKER - with solid background in delivering decisive, action-driven leadership. Demonstrates expert insight and proficiency in teaching, coordinating, monitoring, evaluating and communicating clients.
RESULTS-ORIENTED PROFESSIONAL - with proven capacity to manage and coordinate operations and administrative support, using initiative, resourcefulness and good judgment.
PERFORMANCE-DRIVEN TEAM PLAYER - with excellent interpersonal skills and attention to detail, optimally utilizing all channels of communication to assist operations.
Organized and tracked customer outstanding debt accounts
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Harris County Toll Road Authority
01.2021 - 01.2024
- Organized and tracked customer outstanding debt accounts
- Negotiated payment plans to bring accounts current
- Created action plans to recover outstanding debt
- Accurately updated customer profiles
- Recurring top collector acknowledgment
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Responded to customer requests for products, services, and company information.
- Answered high volume calls over 80 calls per day
Customer Service Representative
Chime Solutions/Kaiser Permanente
01.2018 - 01.2021
- Primary contact in handling routine and complex policy holders’ inquiries, regarding insurance, benefits, claims, and general assistance
- Provides client-specific advice, counseling and representation on matters involving insurance issues, public/private benefits and other legal issues to Medicare beneficiaries and clients
- Answers inbound and initiates outbound calls regarding health benefits coverage from members, customers, clients and agents
- Guides and educates customers about the fundamentals and benefits of consumer-driven health care topics to help manage their health and well-being
- Enroll recipients into health plans by probing to find which benefits will meet their needs and simplifying multifaceted plans for a better consumer experience
- Addresses and resolves customer complaints empathetically and professionally, builds rapport with customers while providing great customer service
- Work to retain employees and provide on-the-job training to new hires, serving as Subject Matter Expert to current staff
- Exhibited high energy and professionalism when dealing with clients and staff.
Concierge
Addington Place at The Mills
01.2019 - 01.2020
- Provided exceptional customer service by standing visibly in the lobby to greet guests, patients, employees and vendors
- Maintained the ability to work in a team environment and collaborate with a variety of professionals, patients and their families, coworkers, medical staff, and the public while performing general summary details
- Directed, guided, accompanied and/or transported persons to various sites, locations and areas within the assisted living facility, along with offering resource materials and general informational assistance
- Explained and assisted in the implementation of policies and procedures for visitors, patients, and the public
- Maintained confidentiality regarding all patients and personnel information
- Identified, issued proper ID, and directed vendors with appointments to the proper location
- Maintained adequate supply of wheelchairs in the lobby areas
- Facilitated and/or provided wheelchair transportation as needed
- Provided proper communication with Environmental Services and/or other various departments for assistance when necessary
Lead/Assistant Supervisor
Bon Appetit
01.2021 - 01.2020
- Provided excellent customer service using effective interpersonal and problem-solving skills
- Assisted Supervisor in daily restaurant operations, created, scheduled, and reviewed staffing levels to ensure that customer service, operational needs and financial objectives are met
- Upheld the financial responsibilities of the position, including handling the store’s daily cash intake and meeting the company’s profit margin for the restaurant
- Balanced cash drawer at the beginning and end of each shift, Inventory, POS system, loss prevention and complaint marketing
- Handled all customer service complaints, refunds, and questions, assuring customers were satisfied and ensuring the daily shift ran smoothly
- Trained and supervised staff members
- Provided input for new hire performance reviews and identified areas for additional training
- Ensured that all equipment is kept clean and in excellent condition through personal inspection and by following the restaurant’s preventative maintenance programs
Education
High School Diploma -
Lithonia High School
Lithonia, GA05.2005
Skills
- Exceptional Telephone Etiquette
- Customer Service Relations
- Technical Support
- Health Benefits
- Result Execution
- Quality Assurance
- Communication Skills
- Attention to Detail
- Problem Solving
- Office Management
- Training & Development
- Team Management
- Leadership
- Customer service
- Active listening
- Critical thinking
Timeline
Customer Service Representative
Harris County Toll Road Authority
01.2021 - 01.2024
Lead/Assistant Supervisor
Bon Appetit
01.2021 - 01.2020
Concierge
Addington Place at The Mills
01.2019 - 01.2020
Customer Service Representative
Chime Solutions/Kaiser Permanente
01.2018 - 01.2021
High School Diploma -
Lithonia High School
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