Hi, I’m
Cordelia Watson
Fort Worth,TX
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
5
years of professional experience
Work History
AloricaRemote
Customer Service Representative
07.2022 - Current
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided guidance to staff on issues related to patient care, billing processes, and insurance regulations.
- Collaborated with other departments to ensure that all operations were running smoothly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Reviewed and evaluated healthcare policies and procedures to ensure compliance with legal requirements.
American AirlinesHybrid
Human Resource Compliance
01.2021 - 07.2022
Job overview
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Created and maintained compliant work environment.
- Identified gaps in existing compliance processes and recommended updates.
- Conducted periodic compliance audits and reviews to identify areas of improvement.
- Provided guidance on legal obligations related to compliance matters.
- Collaborated with departments across the organization to ensure adherence to established standards of conduct and ethical behavior.
- Developed and implemented internal policies and procedures to ensure compliance with applicable laws and regulations.
- Developed and implemented recruitment strategies to attract qualified candidates.
TelvistaRemote
Customer Service Team Leader
02.2019 - 01.2021
Job overview
- Provided guidance to customer service representatives in resolving complex customer issues.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Used CMR system to keep records of customer interactions, customer accounts, and file documents.
- Scheduled, assigned, and monitored daily work activities of customer service team members.
- Coordinated training sessions for new customer service personnel.
- Analyzed call volume trends and implemented strategies to improve efficiency of the team.
- Resolved escalated customer complaints in an efficient manner while maintaining excellent customer relations.
- Reviewed incoming emails and calls from customers to ensure proper resolution was provided.
Education
University of Texas Arlington
Some College (No Degree) from Medical Social Work
Skills
- Active Listening
- Microsoft Teams
- Microsoft Excel
- Staff Training
- Report Preparation
- Organizational Systems
- Inbound and Outbound Calling
- Human Resources Management Systems
- Policy and Procedure Development
- Data Security
- Call Management
- Data Entry
- Appointment Scheduling
- Product Knowledge
- Scheduling
- Account Updating
- Microsoft Outlook
- Customer Service
- Delivery Scheduling
- Problem-Solving Abilities
- Order Processing
- Microsoft PowerPoint
- Call Center Operations
- Typing 41 WPM
- Service Upselling
- CRM Software
- Complaint Resolution
References
References available upon request.
Timeline
Customer Service Representative
Alorica
07.2022 - Current
Human Resource Compliance
American Airlines
01.2021 - 07.2022
Customer Service Team Leader
Telvista
02.2019 - 01.2021
University of Texas
Some College (No Degree) from Medical Social Work
Similar Profiles
Seane LindoSeane Lindo
Sale Representative at AloricaSale Representative at Alorica
RANJEET KAURRANJEET KAUR
Call Center Representative at AloricaCall Center Representative at Alorica
Martin Saul Avila RenovatoMartin Saul Avila Renovato
Virtual Card Processor at AloricaVirtual Card Processor at Alorica
ASYA TUCKASYA TUCK
Senior Customer Service Specialist at AloricaSenior Customer Service Specialist at Alorica
Christopher ShoemateChristopher Shoemate
Police Officer at DFW AirportPolice Officer at DFW Airport