DENITA GHOLSTON
Clarkston,GA
Summary
Dedicated Customer Service professional experienced in document management and time management. Offers skills in recordkeeping, knowledge of information security practices and background in office standards. Looking to put knowledge and abilities to good use in clerical position focused on information and document oversight. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Verizon Wireless (Alorica)
Clarkston, GA
04.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered over 30-40 calls per shift to meet fast-paced call center demands.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Home Internet Services.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Performed multi-basic troubleshooting tasks such as, Remote View Sessions, Device Diagnostics, Device Software Maintenance, etc.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Initiated termination of customer contract upon request.
- Referred complex issues relating to online order system or technology to help desk for further evaluation.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
TMHP, Texas Medicaid Health
08.2019 - 02.2020
- Taking and receiving Inbound Calls for Medicaid Providers
- Giving Detailed Status of Medicaid Claims submitted for clients
- Client Eligibility Record keeping for provider’s validation of Insurance Coverage
- Managing and Escalating Claims to Tier 2 and Tier 3 Escalations and scheduling call backs to Providers
Customer Service Representative
Austin Energy
Austin, TX
07.2018 - 07.2019
- Account and Billing Maintenance
- Enrollment requests for products and services as per customer needs
- Dealing with federal Verification to prevent Fraud Through
- Accurint
- Providing detailed Account Information as per customer request with providing full knowledgeable information to resolve major concerns
- Filing Complaints and customer feedback
Customer Research International
San Marcos, TX
01.2018 - 07.2018
- Delivered information from a script regarding surveys for an on-demand phone project assignment
- Ensured that surveys were fully completed prior to ending the interview
- Obtained updated contact information from all subjects and ensured that the data was accurately
- Implemented into the company's system.
Sales Associate and Cashier
Justice
San Marcos, TX
12.2017 - 07.2018
- Accepted and processed returns
- Suggested accessories and complementary purchases
- Kept work areas clean and neat
- Provided repeat customers with exceptional care and attention
- Stocked and replenished merchandise according to store merchandising layouts.
Thru and Cashier
Whataburger, Drive
San Marcos, TX
11.2016 - 11.2017
- 1. Take orders in drive-thru, as well as handling and dealing money
- 2.Serve drinks and interact with customers, as well as solving customer related issues
- 3.Team Member help with front counter register and taking call in orders
- 4.Trained new cashiers on procedures, customer service and sales techniques
- 5.Consistently provided friendly guest service and heartfelt hospitality
- 6.Promptly and em pathetically handled guest concerns and complaints
- 7.Demonstrated integrity and honesty while interacting with guests, team members and managers.
Education
High School Diploma -
San Marcos High School
2016
Skills
- Inbound and outbound calls
- Data mining
- Telephone etiquette
- Proficient in Technology
- Typing skills
- Persuasive Skills
- Client engagement
- Research expert
- Courteous with Strong Service Mindset
- Customer Account Management
- Customer Data Confidentiality
- Customer Support Needs Assessment
- User Support and Troubleshooting
- Technical Troubleshooting
- Troubleshooting Network Issues
- Remote Technical Support
Timeline
Customer Service Representative
Verizon Wireless (Alorica)
04.2021 - Current
TMHP, Texas Medicaid Health
08.2019 - 02.2020
Customer Service Representative
Austin Energy
07.2018 - 07.2019
Customer Research International
01.2018 - 07.2018
Sales Associate and Cashier
Justice
12.2017 - 07.2018
Thru and Cashier
Whataburger, Drive
11.2016 - 11.2017
High School Diploma -
San Marcos High School
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