DENNISIA ROWE
Miramar,FL
Summary
Systematic Lead Customer Service Representative committed to simultaneously handling customer and associate needs. Thorough and skilled researcher possessing first-rate communication and analytical problem-solving abilities. Focused on increasing team performance by defining and clarifying goals, responsibilities and roles.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Representative
Memorial Healthcare
01.2017 - Current
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Engaged clients in person and over phone to answer questions and address complaints.
- Planned schedules and workflows based on expected customer demands.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
Customer Service Representative
Zumba Fitness
04.2014 - 12.2016
- 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.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Educated customers about billing, payment processing and support policies and procedures.
Front Desk Receptionist
North Shore Medical Center Miami
07.2012 - 12.2016
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed multi-line phone system and pleasantly greeted patients.
Education
Bachelor of Science - Business Management
Florida International University
Miami, FL05.2019
Skills
- Credit Card Processing
- Call Management
- Attention to Detail
- Positive and Friendly
- Team Member Training
- Relationship Management
- CRM Software
- MS Office Applications
- Fast Learner
- Administrative Support
- Escalation Management
- Quality Control
- Help Desk Support
- Multitasking and Organization
Timeline
Lead Customer Service Representative
Memorial Healthcare
01.2017 - Current
Customer Service Representative
Zumba Fitness
04.2014 - 12.2016
Front Desk Receptionist
North Shore Medical Center Miami
07.2012 - 12.2016
Bachelor of Science - Business Management
Florida International University
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