Danyele Ross
Douglasville,GA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Customer Service Advocate
Verizon
Alpharetta, GA
12.2017 - Current
- Take large volume of inbound calls, related to billing, products & services and promotions. Use secondary verifications to verify customer's accounts.
- Proactively analyzing customer's accounts and offer expert recommendations of products and services.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Maintained and managed customer files and databases.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Assist customers with adding and assessing employee discounts using EWI/ECPD
- Provide comprehensive summaries and notes regarding customer interactions
- Calibrate peer's calls and provide them with feedback
- Assisting in training teams on credit negotiation that will benefit customers as well as company.
- Experience with Microsoft excel.
- Skilled in Meeting metrics 100% of time
- Facilitate skill drill training for team members.
- Manage team follow ups
Customer Service Representative
Southeastrans Inc.
09.2013 - 12.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to appropriate department.
- Answered 75-100 inbound calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Verified Medicaid eligibility using Gammis
- Dispatched non emergency medical transportation for Medicaid members
- Verified urgent appointments such as dialysis, chemotherapy and radiation.
- Processed gas reimbursement forms for patients and their families.
- Contacted providers for eta.
- Stayed in contact with medical facilities to ensure members received rides home from appointments.
- Worked with providers on rate sheets.
- Met monthly metrics.
- Mentored new hires.
Customer Service Representative
Vista Inc.
Alpharetta, GA
02.2013 - 02.2014
- Managed 75 inbound calls per day and handled customer inquiries.
- Actively listened to customers, and addressed phone bill concerns.
- Processed customers payments.
- Assisted customers with updating account information and passwords.
- Worked first hand as trainer assistant with training classes.
- Assisted with interviews for potential hires.
- Upsold products and services
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Trained new personnel regarding company operations, policies and services
Education
High School Diploma -
North Springs High School
Atlanta, GA05.2011
Skills
- Payment Collection
- Typing Proficiency
- Critical Thinking
- Complaint Resolution
- Active Listening
- Technical Troubleshooting
- Managing Multiple Tasks
- Microsoft Word
- Staff Training
- Appointment Setting
Timeline
Customer Service Advocate
Verizon
12.2017 - Current
Customer Service Representative
Southeastrans Inc.
09.2013 - 12.2017
Customer Service Representative
Vista Inc.
02.2013 - 02.2014
High School Diploma -
North Springs High School