Delora Crawford
South Chesterfield,VA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
4
4
years of professional experience
Work History
Home Customer Service Representative
MCI
10.2021 - 06.2023
- Listen to customers understand their needs and resolve issues; Utilize systems and technology to complete account management tasks
- Transfer/refer caller to appropriate entities according to the established guidelines
- Escalate calls or issues to the appropriate designated staff for resolution, as needed
- Inbound customer inquiries, or troubleshoot basic technical issues, and assist customers in adding or removing products and services
Vaccine Scheduler
Omni Interactions, Walgreens
05.2020 - 09.2021
- Evaluated the needs of the caller to determine the best course of action to assist in scheduling a COVID-19 vaccine appointment
- Transferred/referred caller to appropriate entities according to the established guidelines
- Maintained a current understanding of CDC information on regulations, policies, and procedures to provide knowledgeable responses
- Escalated calls or issues to the appropriate designated staff for resolution, as needed
Appointment Scheduler
Chime Solutions, Kaiser Permanente, WAH Healthcare
04.2019 - 04.2021
- Assisted customers with a wide variety of questions via information accessed through EPIC
- Scheduled and rescheduled appointments
- Viewed and refilled patients’ prescriptions
- Customer Service Call Center Certified Technologically Proficient Detail Service Oriented
Education
BBA - Business Administration, Human Resources Management
American InterContinental University
Schaumburg, IL02.2024
High School Diploma -
Walter M Williams High
06.2011
Skills
- Microsoft Office
- Supervisory
- Call Volume and Quality Metrics
- Issue and Complaint Resolution
- ADP Workforce Now
- Citrix
- Multi-Line Telephone Operation
- Medical Terminology Knowledge
Timeline
Home Customer Service Representative
MCI
10.2021 - 06.2023
Vaccine Scheduler
Omni Interactions, Walgreens
05.2020 - 09.2021
Appointment Scheduler
Chime Solutions, Kaiser Permanente, WAH Healthcare
04.2019 - 04.2021
BBA - Business Administration, Human Resources Management
American InterContinental University
High School Diploma -
Walter M Williams High