Da'Laycia Frazier
Charlotte
Summary
Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
11
11
years of professional experience
Work History
Telecommunicator
Cityblock Health
10.2022 - Current
- Managed incoming calls, ensuring accurate information relay to appropriate services.
- Coordinated communication between dispatch and field units to optimize response times.
- Documented incident details accurately in the records management system for future reference.
- Developed strong rapport with field personnel, fostering teamwork in emergency situations.
- Enhanced emergency response times by effectively prioritizing and dispatching emergency calls.
- Ensured compliance with departmental policies and procedures while managing sensitive information on each call.
Call Center Representative Specialist
Oak Street Health
12.2021 - 09.2022
- Handled high volumes of inbound customer inquiries, ensuring timely and accurate responses.
- Provided comprehensive support for customer account management, resolving issues efficiently.
- Collaborated with cross-functional teams to streamline communication processes and enhance service delivery.
- Trained and mentored new representatives on call protocols and company policies.
Benefit /Insurance Verification Specialist
AmerisourceBergen
11.2018 - 10.2021
- Coordinated insurance verification processes to ensure accurate patient coverage information.
- Streamlined communication between healthcare providers and insurance companies, enhancing response times.
- Trained and mentored junior staff on verification protocols and industry best practices.
- Analyzed complex insurance claims to identify discrepancies and resolve issues efficiently.
Daycare Counselor
YMCA Child Development Center
05.2014 - 09.2021
- Developed and implemented age-appropriate activities to promote social, emotional, and cognitive development.
- Supervised daily operations and ensured adherence to safety protocols for children's well-being.
- Mentored and trained new counselors, fostering a collaborative team environment.
- Communicated effectively with parents regarding children's progress and behavior concerns.
Inbound Sales Representative
Convergys
01.2016 - 02.2021
- Engaged customers through effective communication to understand their needs and preferences.
- Assisted in managing inbound inquiries via phone, email, and chat platforms.
- Learned product knowledge to provide accurate information and recommendations to clients.
- Collaborated with team members to improve customer satisfaction and resolve issues promptly.
Cashier/Retail Sales Associate
The Home Depot Inc
01.2017 - 02.2018
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balances throughout shifts.
- Assisted customers with inquiries, providing exceptional service and support.
- Managed inventory levels by restocking merchandise as needed.
Education
High School Diploma -
Ashbrook Highschool
Gastonia, NC06-2014
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Resolving issues
- Call center operations
- Teamwork
- Performance improvement
Languages
English
Full Professional
Timeline
Telecommunicator
Cityblock Health
10.2022 - Current
Call Center Representative Specialist
Oak Street Health
12.2021 - 09.2022
Benefit /Insurance Verification Specialist
AmerisourceBergen
11.2018 - 10.2021
Cashier/Retail Sales Associate
The Home Depot Inc
01.2017 - 02.2018
Inbound Sales Representative
Convergys
01.2016 - 02.2021
Daycare Counselor
YMCA Child Development Center
05.2014 - 09.2021
High School Diploma -
Ashbrook Highschool
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