Cornealia L. Palmer
Huntington,WV
Summary
Dedicated Intake Specialist skilled in claim eligibility analysis and records management. Excellent communication and interpersonal skills. Familiar with industry standards and requirements. Managing duties to facilitate smooth workflow and operational efficiency.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
Avis Budget Group
04.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Manage approximately 50 or more incoming calls, emails and voicemail queue per day from customers.'Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Members Experience Advocate (remote)
Forma
07.2021 - 09.2022
- Addressed customer inquiries, concerns and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded to high volume of incoming chats, emails, and calls utilizing listening and communication skills to identify customer problems, needs and opportunities.
- Collaborated with internal team members via Zendesk tickets to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service resulting in a monthly CSAT score of 94%-98%
Customer Service Associate/Resolution Specialist
AMAZON CUSTOMER SERVICE
12.2011 - 02.2020
- Manage first and second level customer escalations through to resolution
- Provide insight into complex customer-facing problems while resolving deeper, systemic root causes
- Work with customers from de-escalation through resolution, often coming to, or creating, mutually beneficial solution(s) to any problems that have prompted them to both contact customer service and escalate to leadership
- Provide coaching opportunities to customer service associates' Team Managers via standardized feedback mechanism
- Work with less experienced peers to ensure they are aware of any and all institutional knowledge related to their particular department
- Assist customers in Retail as a phone associate by searching items on the website, troubleshooting any issues with accounts, speaking with carriers on customers' behalf
- Helped in the launch of chat at HTS, continued in chat until movement into new OU
- Currently an associate in the CAP department, taking contacts from concession abusers to work to stop their abuse via phone, chat, and email and rehabilitate customers
- Have assisted new employees as a rover in training bay at HTS2 and HTS3
- Have peer coached more than 24 associates in the retail and CAP OUs in which many associates became permanent associates
- Have assisted in the Hiring Events at HTS3 by assisting the recruiter with new potential hires
- Became a new member of the Amazon Fit committee
- Data mined for retail, S&R, and CAP OUs
Family Support Worker/ Family Resource Specialist
WV Children/Healthy Families
05.1998 - 03.2010
- Assisted families in securing access to community services
- Maintained files on all participating families for evaluation purposes
- Met with Supervisor of a minimum 2 hours weekly for discussion of caseload
- Conducted intake assessments on potential participants
- Scheduled OB and WIC appointments in the Cabell Huntington Health Department
- Assisted families with WV Medicaid application in the Cabell Huntington Health Department
- Enhanced family functioning by building trusting relationships
- Taught problem-solving skills, & improve the family's support system
- Promoted positive parent-child interaction
- Promoted healthy childhood growth and development
- Coordinated & conducted Group family meetings
Education
Some College (No Degree) - Medical Assistant
Huntington Junior College
Huntington WVHigh School Diploma -
Huntington High School
Huntington, WV06.1990
Skills
- Customer service support
- Live chat support
- Zendesk
- Slack
- Microsoft Office applications (Word, Excel, PowerPoint)
- Type 51 wpm
- Knowledge of basic telephone, computer navigation skills, and online chat software
- Rapport building skills
- Active listening
- Critical thinking
- Problem resolution
- Customer relations
- Conflict resolution
- Customer satisfaction measurement
- Administrative support
- Customer education
Timeline
Customer Service Representative
Avis Budget Group
04.2023 - Current
Members Experience Advocate (remote)
Forma
07.2021 - 09.2022
Customer Service Associate/Resolution Specialist
AMAZON CUSTOMER SERVICE
12.2011 - 02.2020
Family Support Worker/ Family Resource Specialist
WV Children/Healthy Families
05.1998 - 03.2010
Some College (No Degree) - Medical Assistant
Huntington Junior College
High School Diploma -
Huntington High School
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